Genesys Cloud - Main

Hi Neil,

I haven't come across this exact issue myself, but the fact that the same email and inline images display correctly in Chrome/Edge after selecting Show All Images, but not in the Genesys Cloud Desktop app, does seem to point specifically to the Desktop app.

Genesys documentation confirms that selecting Show All Images should display the inline images:

https://help.genesys.cloud/articles/view-inline-images/

It may also be worth checking whether you're running the latest version of the Desktop app. The release history and latest version can be found here:

https://help.genesys.cloud/release-notes/genesys-cloud/genesys-cloud-for-windows-desktop-app-release-notes/

Hopefully someone else in the Community has come across the same behaviour and can share what they found.

Hope this helps!

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

Thanks Phaneendra,

Yes it is strange it works as expected in a browser but not the app. Not 100% when this issue started as we've only had notification from our contact centre late last week.

I've today downloaded the latest version to test against.

Regards,

Hi Neil,

I haven't come across this exact issue myself, but the fact that the same email and inline images display correctly in Chrome/Edge after selecting Show All Images, but not in the Genesys Cloud Desktop app, does seem to point specifically to the Desktop app.

Genesys documentation confirms that selecting Show All Images should display the inline images:

https://help.genesys.cloud/articles/view-inline-images/

It may also be worth checking whether you're running the latest version of the Desktop app. The release history and latest version can be found here:

https://help.genesys.cloud/release-notes/genesys-cloud/genesys-cloud-for-windows-desktop-app-release-notes/

Hopefully someone else in the Community has come across the same behaviour and can share what they found.

Hope this helps!

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

Hello Neil,

Looking at the Release Notes for the Windows desktop app, it looks like this may have been solved in the August 3rd update. Let me know if that fixes the issue for you after an update.

Thanks Phaneendra,

Yes it is strange it works as expected in a browser but not the app. Not 100% when this issue started as we've only had notification from our contact centre late last week.

I've today downloaded the latest version to test against.

Regards,

Hi Neil,

I haven't come across this exact issue myself, but the fact that the same email and inline images display correctly in Chrome/Edge after selecting Show All Images, but not in the Genesys Cloud Desktop app, does seem to point specifically to the Desktop app.

Genesys documentation confirms that selecting Show All Images should display the inline images:

https://help.genesys.cloud/articles/view-inline-images/

It may also be worth checking whether you're running the latest version of the Desktop app. The release history and latest version can be found here:

https://help.genesys.cloud/release-notes/genesys-cloud/genesys-cloud-for-windows-desktop-app-release-notes/

Hopefully someone else in the Community has come across the same behaviour and can share what they found.

Hope this helps!

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

Hi Neil,

We've already had this issue with a customer, and if I remember correctly, they had a policy on their computers blocking the desktop app updates, which caused the images to load in the browsers but not in the app.