---
title: "Troubleshooting signature images"
slug: "images-help-guide"
description: "Fix common Opensense signature image problems, like broken images in Designer Studio or Gmail, Outlook download prompts, and oversized images in replies."
updated: 2024-01-17T16:30:37.000Z
canonical: "https://help.opensense.com/docs/images-help-guide"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.opensense.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting signature images

## Overview

These answers cover the most common problems with images in Opensense signatures. If none of them solves your problem, email [help@opensense.com](mailto:help@opensense.com).

## Image problems

<div class="kb-faq">
  <details id="q-when-i-login-to-my-opensense-account-the-images-in-designer-studio-and-in-images-marketing-drop-down--images-appear-as-broken-links">
    <summary><span class="kb-faq__question">Images in Designer Studio and Images appear as broken links</span></summary>
    <div class="kb-faq__answer">
      <p>When you sign in to Opensense, the images in Designer Studio and in <strong>Images</strong> (<strong>Marketing</strong> menu &gt; <strong>Images</strong>) appear as broken links.</p>
      <img src="https://help.opensense.com/media/imagehelp1-943000bd6469.png" alt="An image in the image bucket that shows as a broken image icon next to its URL" width="1556" height="297" loading="lazy" decoding="async">
      <p>Broken image links in Images or Designer Studio mean that the CNAME isn't in place. Opensense needs two DNS entries added to your domain. Ask your IT department to <a href="https://help.opensense.com/docs/how-to-check-your-dns-records">check that the DNS entries are in place</a> and, if they're missing, to <a href="https://help.opensense.com/docs/dns-entries-must-have">add them</a>.</p>
    </div>
  </details>
  <details id="q-my-signature-images-appear-as-expected-in-direct-emails-but-on-replies-the-images-drop-off-or-appear-as-broken-links">
    <summary><span class="kb-faq__question">Images look right in direct emails, but drop off or break on replies</span></summary>
    <div class="kb-faq__answer">
      <p>Email <a href="mailto:help@opensense.com">help@opensense.com</a> to troubleshoot. This could be a <a href="https://help.opensense.com/docs/why-does-my-signature-appear-distorted-in-a-reply-thread">reply thread issue</a>, but we want to rule out other possibilities.</p>
    </div>
  </details>
  <details id="q-in-outlook-our-images-dont-display-until-we-click-to-download-images-how-can-we-make-images-automatically-display-in-outlook">
    <summary><span class="kb-faq__question">In Outlook, images don't display until we select "Click to Download Images"</span></summary>
    <div class="kb-faq__answer">
      <p>We recommend in-line images for Outlook customers. Follow the steps to <a href="https://help.opensense.com/docs/how-to-set-up-inline-images">switch to in-line images</a>.</p>
    </div>
  </details>
  <details id="q-in-gmail-i-am-seeing-broken-links-instead-of-images-on-direct-emails-i-see-the-banners-but-not-the-images">
    <summary><span class="kb-faq__question">In Gmail, I see banners but broken links instead of images on direct emails</span></summary>
    <div class="kb-faq__answer">
      <p>Check your Gmail settings. Make sure that <strong>Images</strong> is set to <strong>Always display external images</strong>.</p>
      <img src="https://help.opensense.com/media/image-fb4f90962919.png" alt="Gmail's Images setting, with Always display external images selected" width="1694" height="210" loading="lazy" decoding="async">
      <p>If that isn't the cause, email <a href="mailto:help@opensense.com">help@opensense.com</a> to troubleshoot further.</p>
    </div>
  </details>
  <details id="q-woah-our-images-blew-up-to-be-huge-in-the-history-of-this-reply-thread-what-is-going-on">
    <summary><span class="kb-faq__question">Our images became huge in the history of a reply thread</span></summary>
    <div class="kb-faq__answer">
      <p>Check the size of your uploaded images in <strong>Images</strong> (<strong>Marketing</strong> menu &gt; <strong>Images</strong>). <a href="https://help.opensense.com/docs/how-to-upload-images-to-opensense">Images should be uploaded at 2x the width in the HTML</a>.</p>
      <p>Images occasionally enlarge in reply threads if a recipient's email host strips out the HTML. If you upload images at 2x the width in the HTML, the change shouldn't be shocking when it happens. To learn more about this typical email behavior, see <a href="https://help.opensense.com/docs/why-does-my-signature-appear-distorted-in-a-reply-thread">why signature elements appear distorted in reply threads</a>.</p>
    </div>
  </details>
</div>

## What's next

- [Inline vs. hosted images](https://help.opensense.com/docs/in-line-vs-hosted-images)
- [Uploading images to Opensense (classic UI)](https://help.opensense.com/docs/how-to-upload-images-to-opensense)

For further help, contact Opensense Support at [help@opensense.com](mailto:help@opensense.com).