Knowledge error

[will.good]

Hi,

We are just trying out the new knowledge base area and are getting this error when trying to save an article we have created? 

 Won't let us save at all 

[James Ainsworth]

Hi Will, 

Thanks for your post.  Did you copy and paste content from somewhere else that may have contained multiple images?

There is a challenge around copying and pasting a selection of text that also includes images.  When copying both text and images at the same time, the Windows copy only includes the meta data of the image and not the image itself.   Different apps that use the meta date of the images when using paste to try and include the image and paste it separately from the text.

If you are doing a copy and paste, can you try just coping the text first, without including the images and then add the images individually after the text has been saved.

 

 

[will.good]

17 hours ago, James Ainsworth said:

Hi Will, 

Thanks for your post.  Did you copy and paste content from somewhere else that may have contained multiple images?

There is a challenge around copying and pasting a selection of text that also includes images.  When copying both text and images at the same time, the Windows copy only includes the meta data of the image and not the image itself.   Different apps that use the meta date of the images when using paste to try and include the image and paste it separately from the text.

If you are doing a copy and paste, can you try just coping the text first, without including the images and then add the images individually after the text has been saved.

 

 

Hi James,

Yes this is the issue - it would be good if this could be resolved - as we do see the ability to do this elsewhere, i.e. comments or composing emails.

Thank you

[James Ainsworth]

Could you let us know where the copy came from? For example a MS Word document?

[samwoo]

 @Steve Giller, thanks for pointing me to this thread.

@James Ainsworth my issue

Came about after creating an Article from an existing FAQ

[AndyG]

Hi @will.good, @samwoo,

From the error it's likely that there is something unexpected with at least 1 image you are trying to add to your articles. In order for us to help, we need to know some more details about these image(s).

Is it possible that you could send us a screen grab of your article content with the "HTML" toolbar button pressed, please ? This button might need to be enabled within "Service Manager Configuration" > "Knowledge" > "Article Editor" if it's not already. We are particularly interested in article content within <img> tags.

In the mean time, the most reliable way to add images to an article is to save them locally then choose the "upload.." option using the "image" button on the article toolbar.

[will.good]

The issue we are seeing is when we paste an image in - i.e from the snipping tool clipboard or copied from Word

[AndyG]

Hi @will.good,

Thanks for that. I would not expect that example to cause any problems. Are you seeing an error when you attempt to save that content? Are there any other images within that article ?

[samwoo]

Hi @AndyG,

My images came direct from the FAQ from an Service and looking in Source view, it looks very much like what Will has, but instead it relates to my instance (and I could see each image in the Article, nothing looked broken).

Still I downloaded the images and then uploaded them directly to the Article then was finally able to successfully Save the Article. I came out of the Article and went back into it, now I am getting this error message:

Thanks,

Samuel

[AndyG]

Hi @samwoo,

Ok thanks for the info. Did you use the "upload.." method or did you use "Paste URL of image.." ? There is a known issue with the latter.

For your original issue with pasting and converting from FAQs, please could you raise as a support request ? I believe we could benefit from jumping on your instance and taking a closer look.

Many thanks