FAQ Image Links broken

[Joshua T M]

Hi All,

This has only just been noticed by a customer so we are not sure when this occured. The image links in at least one of our FAQ's has been broken and we are checking the remainder now. 

In STRUMIS Applications & Display Scaling FAQ, the ones from mdh-p01-api.hornbil.com are working. The live.hornbill.com ones are not.
We have not changed this FAQ in months, although the last changed date shows as today. (This is apparently due to us simply viewing the FAQ's).

The issue feels the same as when they blocked access to attachments a couple of months back.

Working - In some cases, STRUMIS menu options and other text may appear truncate, as shown below.

https://mdh-p01-api.hornbill.com/strumissupport/dav/secure-content/inline/guGQg7RjIIk2zbm_nm1iQGpqMp6Yyd9yy1T7jw90wSP6rIABivLojAPAmsimpw7lO-sMAO3NoHx_cgp3QE9mamGJuTzW1ZP5WNtIcs27HcJ72WoUSqSCeA4DHC206MGD4RmFZJmHKZTVFarb4xXvi_YDKA7DZSvde6lsD7ajZUzmSgsh4oE7AnjuTAtaXDVqkQ (https://gbr01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmdh-p01-api.hornbill.com%2Fstrumissupport%2Fdav%2Fsecure-content%2Finline%2FguGQg7RjIIk2zbm_nm1iQGpqMp6Yyd9yy1T7jw90wSP6rIABivLojAPAmsimpw7lO-sMAO3NoHx_cgp3QE9mamGJuTzW1ZP5WNtIcs27HcJ72WoUSqSCeA4DHC206MGD4RmFZJmHKZTVFarb4xXvi_YDKA7DZSvde6lsD7ajZUzmSgsh4oE7AnjuTAtaXDVqkQ&data=04%7C01%7Cit.support%40strumis.com%7C4169801a194f49a05c3008d9841e104f%7C777b74bd4c5c4b8abffabbbebaaa56fc%7C0%7C0%7C637686086925235554%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=UUHem3PH%2FsPW3JJzMK7pkTOLVlwulqQqZXOAncA%2F22A%3D&reserved=0)

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Broken - This can be caused if the Display scaling is set to something other than 100%. Ideally, we would recommend changing this back to 100% but with 4K and other high resolution displays, the alternative sequence is listed below.

https://live.hornbill.com/strumissupport/lib/espphplib/index.php/dav/webdav_get_js?path=/cafs_raw/fs_mail/15bdd60b84dc4a9dea31d791fa69404f3565df46.data?token=Otl_wU7-frrvEqvQ-ZT1iJlzDNcz2rBTTvoRB_sKGG6F0vrk1FgzqY4rx04HVDo4U2tzCEZDQx3s2j0oHNanvP4YZfbaTcKgFSV9Z3zD9rWlBNXqWyUKw_qnHXI5O2SS9ZBG3L8a&inline&file=1589450390443 (https://gbr01.safelinks.protection.outlook.com/?url=https%3A%2F%2Flive.hornbill.com%2Fstrumissupport%2Flib%2Fespphplib%2Findex.php%2Fdav%2Fwebdav_get_js%3Fpath%3D%2Fcafs_raw%2Ffs_mail%2F15bdd60b84dc4a9dea31d791fa69404f3565df46.data%3Ftoken%3DOtl_wU7-frrvEqvQ-ZT1iJlzDNcz2rBTTvoRB_sKGG6F0vrk1FgzqY4rx04HVDo4U2tzCEZDQx3s2j0oHNanvP4YZfbaTcKgFSV9Z3zD9rWlBNXqWyUKw_qnHXI5O2SS9ZBG3L8a%26inline%26file%3D1589450390443&data=04%7C01%7Cit.support%40strumis.com%7C4169801a194f49a05c3008d9841e104f%7C777b74bd4c5c4b8abffabbbebaaa56fc%7C0%7C0%7C637686086925245511%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=duLUAum%2BAPJooG2D%2BNNXIo2nnkxaTbDp2ymDZYG6nm8%3D&reserved=0)

Broken - 4. Click on Change settings for all users.

https://live.hornbill.com/strumissupport/lib/espphplib/index.php/dav/webdav_get_js?path=/cafs_raw/fs_mail/1ebf12d06a95b4ffa80871decf564ea1a7359310.data?token=aH7GmOSQlJrs7Yh3p7h7iHxqGb3btZZe5rcatCBB5DphB_7NnOZFgGJylSX4hHwcSunzQOyxfWZBylnnETd2egZEDxYvF5m3cffBM4cgUHMAF-5r96iSv-cXwO02xrvuI9TmiMRO&inline&file=1589450390445 (https://gbr01.safelinks.protection.outlook.com/?url=https%3A%2F%2Flive.hornbill.com%2Fstrumissupport%2Flib%2Fespphplib%2Findex.php%2Fdav%2Fwebdav_get_js%3Fpath%3D%2Fcafs_raw%2Ffs_mail%2F1ebf12d06a95b4ffa80871decf564ea1a7359310.data%3Ftoken%3DaH7GmOSQlJrs7Yh3p7h7iHxqGb3btZZe5rcatCBB5DphB_7NnOZFgGJylSX4hHwcSunzQOyxfWZBylnnETd2egZEDxYvF5m3cffBM4cgUHMAF-5r96iSv-cXwO02xrvuI9TmiMRO%26inline%26file%3D1589450390445&data=04%7C01%7Cit.support%40strumis.com%7C4169801a194f49a05c3008d9841e104f%7C777b74bd4c5c4b8abffabbbebaaa56fc%7C0%7C0%7C637686086925255463%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=eP91aBuVxfAtTBsWvciFlRfybrCvqYo%2Fmf0BRpK%2FiAo%3D&reserved=0)

Broken - 5. Click on Change high DPI settings.

https://live.hornbill.com/strumissupport/lib/espphplib/index.php/dav/webdav_get_js?path=/cafs_raw/fs_mail/439cf549d3cf631dfa04aa0d398a230717f20e25.data?token=Q2Ttmkpf6NPXxY4TIGgIkFy7smuRj3jHVpkrAPV5H23Z7QAOAo8HZdL-3ILm7EFSjHseEA1_qJOSbbMn5jmWimUwCLe5tDVBo6TvBTCPTUsJ16nnSRFzz8FlQid0MgnGv6It_sYx&inline&file=1589450390446 (https://gbr01.safelinks.protection.outlook.com/?url=https%3A%2F%2Flive.hornbill.com%2Fstrumissupport%2Flib%2Fespphplib%2Findex.php%2Fdav%2Fwebdav_get_js%3Fpath%3D%2Fcafs_raw%2Ffs_mail%2F439cf549d3cf631dfa04aa0d398a230717f20e25.data%3Ftoken%3DQ2Ttmkpf6NPXxY4TIGgIkFy7smuRj3jHVpkrAPV5H23Z7QAOAo8HZdL-3ILm7EFSjHseEA1_qJOSbbMn5jmWimUwCLe5tDVBo6TvBTCPTUsJ16nnSRFzz8FlQid0MgnGv6It_sYx%26inline%26file%3D1589450390446&data=04%7C01%7Cit.support%40strumis.com%7C4169801a194f49a05c3008d9841e104f%7C777b74bd4c5c4b8abffabbbebaaa56fc%7C0%7C0%7C637686086925255463%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Daw15t%2B8DrIzO4gnztbmnKnqCRTUibWBrrb4ZDA2rg8%3D&reserved=0)

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Working - 6. Tick Override high DPI scaling behaviour and set Scaling performed by: System (Enhanced).

https://mdh-p01-api.hornbill.com/strumissupport/dav/secure-content/inline/7aeLnD-7MF7z9EJBZVKjhJDu-zxESDq3ghDkAQ2Qlxq3My-fbSghyQvTJWDodvhBaIueA7vlAY8TGbaOfFQbsQ9jgT7zc5vX4rZolxfWVup_13hpTtDLiH4XpY4xuFd6yFxF2TPvS3AQQx7ycOdBtZUPl8i1z3txhc0omf0tdAUR9iwcW_KprCf-FukfmjFUuw (https://gbr01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmdh-p01-api.hornbill.com%2Fstrumissupport%2Fdav%2Fsecure-content%2Finline%2F7aeLnD-7MF7z9EJBZVKjhJDu-zxESDq3ghDkAQ2Qlxq3My-fbSghyQvTJWDodvhBaIueA7vlAY8TGbaOfFQbsQ9jgT7zc5vX4rZolxfWVup_13hpTtDLiH4XpY4xuFd6yFxF2TPvS3AQQx7ycOdBtZUPl8i1z3txhc0omf0tdAUR9iwcW_KprCf-FukfmjFUuw&data=04%7C01%7Cit.support%40strumis.com%7C4169801a194f49a05c3008d9841e104f%7C777b74bd4c5c4b8abffabbbebaaa56fc%7C0%7C0%7C637686086925255463%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=EUWOCXmb8a0ev%2BYjTymkPFo3zxsjih20zKEDjafp2Jk%3D&reserved=0)

Can you please let me know what the cause of this may be and a solution if possible should we find more FAQ's in the same state?

Josh M

[AndyG]

Hi @Joshua T M,

Where is your customer seeing the broken images in the FAQ ? For example, Is it on the service page of the customer portal? Or is it in the knowledge centre within progressive capture when they are logging a request?

Are you able to see the images for this FAQ within the editor in the user app ?

[Joshua T M]

Thanks @AndyG,

Inside the Service Portal - They are seeing duplicates of the working image (listed above) shown where the broken images should be.

When we edit the FAQ's from the Service Portfolio editor page we only see broken links.

[AndyG]

@Joshua T M,

My advice would be to re-upload the images for this FAQ.

All images for FAQs should be added via the image button and then the upload option.

It's likely when this FAQ was created the image was added by some other method. For example, copying in a URL from elsewhere in the system. It's likely these images have not been showing since PHP support was removed during the Hornbill UI refresh several months ago.

To avoid this problem going forward, please ensure all FAQ images are added using the image button and the upload option.

If you still see an issue after this, please let us know.

Cheers