All images that are inserted into an Email Message are hosted by eTrigue. The images live on your DemandCenter account's configured subdomain.

If you are not able to see the images in emails or the images appear as broken links, then it is likely that your company network's DNS servers have not been configured to resolve your DemandCenter's account subdomain. When this happens, you may see issues like the examples below:

Troubleshooting

Verify That Your Network Properly Resolves Your Subdomain

First, you will need to verify what is the subdomain of your DemandCenter account.

Go to Settings > Account Settings > Site Management. In the list of tracked sites, the domain that has "yes" under the Landing Page column is your subdomain. For example, the subdomain for our own corporate account is "ww2.etrigue.com" as noted below.

Copy or make note of your subdomain. Provide the name of your subdomain to your IT Team or Network Administrators to have them verify that your network resolves the subdomain to the following IP address:

54.241.148.137

Your Subdomain Does Not Have a SSL Certificate (Secured LP)

All images or assets (e.g. PDFs) that are uploaded to eTrigue are hosted on your subdomain. If your subdomain is not configured with a SSL certificate, then assets would be served as HTTP (unsecured).

Normally, when a user is logged into a secure site, such as the eTrigue application (https://app.etrigue.com), the connection is secured (HTTPS). But due to browser and security standards, if there are unsecured (HTTP) objects on the page, the browser will not display unsecured (HTTP) objects within a secured (HTTPS) connection.

That is why users may sometimes see broken images (or red "Xs") -- the images are not secured (HTTP) and the browser is preventing them from being displayed inside HTTPS.

Best practices would be to install a SSL certificate for your subdomain. With a SSL certificate in place, your landing page, images, and assets would be served as HTTPS (secured). This is great for web page SEO, improving email deliverability, and establishment trust and confidence when visitors visit your secured content.

To implement a SSL certificate for your subdomain, please see this resource: https://support.etrigue.com/hc/en-us/articles/115001027691

Check If Your Network Connection or Internet is Down

Sometimes if you are not able to see images, then it could also be an indication of a temporary issue on your company network. Your desktop might show an icon to represent the status of your network connection.

In order to see or download the images within an email or DemandCenter, you will need an active internet connection.

Check your computer's network connections. If you require further assistance, contact your IT Team or Network Administrators.

Send an email to an external account such as Gmail, Yahoo, Hotmail, etc.

It is possible that your corporate spam filter blocked or removed the images before delivering the email to you. For example, your company's web security filters may block or censor image content based on company policies or local laws.

One way to test the image blocking is to send an email to your personal email address (e.g. Gmail, Yahoo, Hotmail, etc.) and check to see if you are able to see the images. If images appear when sending to an external account, then you may want to speak with your IT Team about your corporate spam filter settings to see why the images were blocked or removed.