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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

FAQ Images Disappear

We're experiencing a "missing image" problem on FAQs we create. It seems somewhat similar to:, but may be just different enough that it could use some discussion.

We're seeing the effects on the FAQ pages though. We copy and paste images into the editor, and they seem to successfully upload. The page has images publicly and privately, but later images seem to become broken links. I haven't been able to capture what changes between upload and later viewing that breaks it.

Immediately after publishing the FAQ, the images are shown in the FAQ editor and on the public FAQ system. Then, we get:


The image source in the HTML becomes: cid:i194a1tcpwqi3mntlb11y5ayavqrceku

One thing I think I'm seeing, that may be the culprit - we're using HTTPS. Chrome shows an HTTPS issue for the page being secure, but some items not being:

I'd be happy to set this up as a new issue - but I thought this the forum might be a good place to start.

I'd be happy to test. We're on 1.9.3 as of this morning and seeing this issue on FAQs created since then. Thanks!


  • Server Information
    osTicket Version v1.9.3 (bba9ccc)
    Server Software Apache/2.2.22 (Ubuntu)
    PHP Version 5.3.10-1ubuntu3.13
    MySQL Version 5.5.22

    PHP Extensions
    gdlib Used for image manipulation and PDF printing
    imap Used for email fetching
    xml XML API
    xml-dom Used for HTML email processing
    json Improves performance creating and processing JSON
    gettext Improves performance for non US-English configurations
    mbstring Highly recommended for non western european language content
    phar Highly recommended for plugins and language packs

    PHP Settings
    cgi.fix_pathinfo = "1" is recommended if AJAX is not working
    Database Usage
    Database Space Used 135.42 MiB
    Database Space for Attachments 110.90 MiB
  • Oh! Two more bits of info:
    We're using the default database storage - not the file system plugin.
    We're using HTTPS.
  • I'm having this exact same issue... any resolution?
  • We haven't seen it since upgrading to - So it may have been resolved. We're keeping an eye out though. What version are you on?
  • edited April 2015
    We have the same issue using vers. 1.9.6, but only with some of the images. 
    e.g. that only 1 or 2 of 10 or more images in the same FAQ-Topic disappear.

    But not only immediately after publishing the FAQ. It may occur only days later.
    We insert the pictures via Copy and Paste.

    Server Information
    osTicket Version v1.9.6 (9adad36)
    Web Server Software Apache
    MySQL Version 5.5.37
    PHP Version 5.5.13

    Any solutins according to this issue right now?
    Thanks a lot!

  • I've asked the devs to take a look at this.
    Although I personally have not had an issue with this.
  • I think I finally identified the issue. Thanks for the hint on copy+pasting from other FAQ articles. I see it was previously mentioned; however, I seemed to have read right over it earlier.

    I opened #1960 on GitHub, can anyone try the patch to see if it fixes the issue?

  • Thank you for your very fast replies.

    I've made the changes this morning mentioned in #1960 on GitHub and will have a look if it's working for us.

    I will give Feedback again afterwards.

    Thanks a lot

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