Can't see images (broken) or buttons in Marketing Pro email campaignLast updated on 05/12/2023

This article will provide troubleshooting steps to help determine the cause for Marketing Pro emails showing broken images or buttons.

Check button font
Enable provider image settings
Try a different email client

Problem

Marketing Pro emails might appear in inboxes with broken images or buttons. Broken content is usually a result of either incorrect setup or email provider-specific settings and limitations.

Solution

Before solving the issue, here are things to know:

Outlook Desktop usually displays emails differently from most other email clients because it uses Microsoft Word to render emails and treats them similarly to print media instead of a dynamic web page like most other providers do. This can cause images to render differently from how they appeared in the email template editor.
In general, marketing emails should include both images and text, never a full image in the body of the email.
It’s recommended to use Alt text (the text that’s displayed instead of the image if the image is blocked or fails to load) in addition to images just in case the recipient is unable to see the image. This allows recipients to get a sense of what the image is supposed to be even if it’s blocked, and it also helps visually impaired readers if they use screen-reading tools.

To solve the issue, try the relevant workflow steps below:

If the issue is specifically with buttons appearing as broken, go to the Check button font section.
If the issue is related to an image appearing as broken, try the Enable provider image settings section first, and then finally move on to the Try a different email client section.

Check button font

If buttons are appearing as broken in Marketing Pro emails, check if the font used in them is Roboto. The Roboto font is not supported in buttons by a lot of email providers. Users should change the button font to something similar, such as Arial or Helvetica.

Go to the Marketing Pro module and locate the email template with the button.
Click the button and note the font used.
If the font is Roboto, change it to a different font, and click Save.
To send a test email, click Actions > Send Test, and check if the button is appearing correctly.

If the button still isn’t appearing correctly in the test email, move on to the Enable provider image settings section.

Enable provider image settings

A lot of email providers won’t automatically display images in emails due to inherent settings. Check the settings in the email provider you’re using and make sure they’re enabled to allow displaying images.

Go to this external site or Google how to enable images in [email provider].
Look for your specific email provider.
Follow the instructions to ensure images are enabled in your provider settings.

If images are enabled in your provider but the email is still not displaying the image, move on to the Try a different email client section.

Try a different email client

In case there’s a compatibility issue with your specific email provider, try sending the same email to a different email provider and see if the issue persists regardless of provider.

If you or a coworker have an alternative email address, send the email to the alternative.
If the image is visible in the alternative provider, this means the issue lies with the original email provider. Try reaching out to the Support team of the original provider for further assistance.

Note: Outlook Desktop usually displays emails differently from most other email clients because it uses Microsoft Word to render emails and treats them similarly to print media instead of a dynamic web page like most other providers do. This can cause images to render differently from how they appeared in the email template editor. Try viewing the email in the Outlook web app instead to see if that helps.