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dynamics-crmmicrosoft-dynamics

No images showing up in email activity D365

We have a problem that in the email activity when multiple inline images are included, the images completely stop loading. Emails with a few images are displayed without problems, but if there are a lot of images, they do not appear in the attachment.

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In addition to the missing images, I get a large number of error messages in the console for this email activity only. Here are some screenshots of the error messages.

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Here is the network trace log for reference: enter image description here

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Our system specifications:

  • Dynamics 365 Online - Customer Service.
  • DB version: 9.2
  • Region: Europe
Solution

  • Solution for missing inline images: We changed the default font and size which is only possible by adding a custom "EmailRTEconfig.js". That is currently the only way to change settings of the email editor. The documentation says you only need to add the changes to the js file but that's incorrect. We had to add all settings and changed what we needed. By doing so the issue was resolved. Maybe the custom "rte config" file is not put on top but overwrites the default file completely.

    Solution for missing attachments in the list: The problem got solved by adding this flag to the end of the email activity url: "&flags=DisableFormHandlers=true". It disables the scripts (onyl for that load) which would trigger by loading the form. This flag does not disable the scripts, only for that one reload. By adding the flag you can check if the problem is triggered by any of your custom scripts. In my case the issue was coming from a custom script. All I had to do was deactivating the custom scripts, make a hard refresh and then activate them again. After that the problem was solved.