Images not showing in email designer
This article describes how to troubleshoot issues where images uploaded to emails or deliveries in Adobe Campaign Standard appear broken (missing image icon) in the email designer interface, even though the image files upload successfully.
Description description
Environment
Adobe Campaign Standard
Issue/Symptoms
- Images uploaded to emails/deliveries in the Adobe Campaign Standard instance are not showing (shows broken image icon) in the email designer interface.
- Missing, invalid, or mismatched SSL certificate for the subdomain used to host public resources (for example, res.domainname.jp).
- Incorrect publicResourceConfig pointing to a resource domain that does not have a valid certificate or does not match the configured subdomain.
Cause
-
Missing, invalid, or mismatched SSL certificate for the subdomain used to host public resources (for example, res.domainname.jp).
-
Incorrect
publicResourceConfigpointing to a resource domain that either:- does not have a valid SSL certificate, or
- has an SSL certificate that does not match the configured subdomain
Steps to reproduce:
- Log into the ACS instance.
- Navigate to Marketing Activities.
- Select deliveries from the filtering menu on the left.
- Open any delivery and click on it.
- On the Content tab, click on the broken image icon.
Resolution resolution
Note: Before checking certificates or configuration, confirm whether the issue occurs only in the designer or also in the inbox. If the inbox is affected, create a support ticket.
Verify the certificate issue in the browser console
- Open the affected email in the email designer.
- Open Developer Tools in your browser. Press Ctrl+Shift+J.
- Navigate to the Console tab to view the error message: Failed to load resource: net::ERR_CERT_COMMON_NAME_INVALID.
Validate subdomain and SSL certificate in Control Panel
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Open Adobe Campaign Control Panel.
-
Go to Subdomains & Certificates.
-
Locate the public resource subdomain (for example, res.domainname.jp).
-
Confirm:
- The subdomain is configured and verified.
- The SSL certificate is valid and not expired.
- The certificate CN/SAN matches the resource domain.
-
If the certificate is missing, install or renew it. Learn more in Add SSL certificates.
Update publicResourceConfig via Tech Ops
If advised by Adobe Support, update publicResourceConfig to a valid HTTPS resource URL, for example:https://res.domainname.jp/res
Confirm the domain has a valid SSL certificate.
Note: This method is not applicable for Adobe Campaign Standard (ACS) customers, hosted by Adobe, as they do not have access to backend configuration. They cannot check or update publicResourceConfig.
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