topic Re: Lost images in emails in Email

Lost images in emails

TrevorW1 — Thu, 31 Aug 2023 13:00:10 GMT

Over last seven days when receiving emails from a tour operator the main body of text and pictures do not open, emails from everyone else open correctly. I use webmail on laptop and gmail on Android phone. Strangley if I go to my sons house and log into his BT wiFi the emails open correctly on both laptop and Android phone, also if I forward the emails to my wifes Gmail address they also open corectly. I have checked that the always open images is ticked.

Re: Lost images in emails

Gondola — Thu, 31 Aug 2023 13:02:05 GMT

In TalkTalk Mail webmail has your mailbox been recently migrated to the new mail platform? Do you see the Show images button (unmigrated mailbox) or just a message about External images (migrated mailbox).

Does selecting the browser view of the email show all the expected images?

It's possible that external images have been blocked by Internet security software like KidsSafe / HomeSafe which is protecting all devices on your TalkTalk connection.

Re: Lost images in emails

Chris-TalkTalk — Thu, 31 Aug 2023 14:07:44 GMT

Hi TrevorW1,

Do the emails open correctly on the android phone when connected to your mobile network rather than home TalkTalk wifi?

Chris

Re: Lost images in emails

TrevorW1 — Thu, 31 Aug 2023 15:43:43 GMT

Unmigrated or Migrated cannot see images or external images.

Hello Gondola thanks for prompt answer

selecting browser view does not show images.

Have checked F.secure and cannot see that anything has bee blocked.

strange that gmail on android device is suddenly showing images but if I click on view in browser it doesnt open. Still not working on laptop using either TalkTalk webmail or outlook 2021.

Have talked to Middletons tours and their emails are going out okay, but they are aware of customers having problems with TalkTalk and BT emails

Re: Lost images in emails

TrevorW1 — Thu, 31 Aug 2023 15:46:23 GMT

Hi Chris Thankls for prompt answer.

They open okay when connecting to my Mobile Network, see my answer to Gondola regarding his reply

Re: Lost images in emails

Gliwmaeden2 — Thu, 31 Aug 2023 16:39:32 GMT

@TrevorW1, you need to check settings in Homesafe - it is not the same as F.secure / Supersafe:

https://community.talktalk.co.uk/t5/Articles/How-to-use-HomeSafe/ta-p/2205196

Re: Lost images in emails

TrevorW1 — Thu, 31 Aug 2023 18:18:58 GMT

Although images suddenly started opening on my Gmail on Android phone they later stopped working again ?

Re: Lost images in emails

Chris-TalkTalk — Fri, 01 Sep 2023 07:38:50 GMT

OK thanks Trevor, have you tried Gliwmaeden2's suggestion?

Chris

Re: Lost images in emails

TrevorW1 — Fri, 01 Sep 2023 08:34:10 GMT

Yes tried Homesafe/Kidsafe on and off it made no difference. I see that jbuchanangb (Philosopher) is also having the same problem so suggests it is something to do with the new Webmail

Re: Lost images in emails

Chris-TalkTalk — Fri, 01 Sep 2023 09:04:12 GMT

OK thanks. Is the telephone number in your community profile your current TalkTalk landline telephone number?

Chris

Re: Lost images in emails

TrevorW1 — Fri, 01 Sep 2023 11:08:23 GMT

Thanks Chris Yes telephone number is correct

Re: Lost images in emails

Gondola — Fri, 01 Sep 2023 11:14:19 GMT

Linked images on a website will normally be secured with a valid certificate and certificate chain. So, I'm thinking that for those having trouble viewing the images there is a certificate validation issue. What would be useful is to know the website address and the certificate issuer that you see.

Via your TalkTalk broadband connection when trying to view these linked images via a browser you'll see in the address bar a padlock icon and if you click on the padlock you'll be able to view the certificate information. Who is the issuer for the certificate for those linked images?

Re: Lost images in emails

TrevorW1 — Fri, 01 Sep 2023 11:37:32 GMT

Hi Gondola When I click view in browser it shows as https://mailchi.mp/1edf2ed5be3f/great-yarmouth-the-norfolk-broads?e=eadcd04a31

I have tried to attach a screenshot of certificate below but do not know if you cansee it.

Common Name (CN)

mailchi.mp

Organisation (O)

Organisational Unit (OU)

Issued By

Common Name (CN)

Organisation (O)

Let's Encrypt

Organisational Unit (OU)

Validity Period

Issued On

Thursday, 17 August 2023 at 10:39:38

Expires On

Wednesday, 15 November 2023 at 09:39:37

Fingerprints

SHA-256 fingerprint

13 D1 5D 43 74 03 9F A1 DB 25 AF 20 43 BF 61 8A 10 AD 43 C8 65 B3 2E F1 49 74 CE AF 25 0C 0A A7

SHA-1 Fingerprint

DE 69 81 12 44 BC 64 D8 8B 20 3D FD D0 72 B2 90 42 B6 47 C7

Re: Lost images in emails

Gondola — Fri, 01 Sep 2023 11:48:51 GMT

Apart from the deprecated SHA1 certificate there's not a problem that I see at first glance and I can view the images from the tour company both current and past and confirm the certificate is valid and certificate chain is complete.

But you're not seeing the images at all?

Re: Lost images in emails

TrevorW1 — Fri, 01 Sep 2023 12:12:12 GMT

No I cannot see them on Android , TalkTalk webmail or Outlook 2021 or on Browser.

I see that jbuchanangb (Philosopher) is also having the same problem so suggests it is something to do with the new Webmail

Re: Lost images in emails

Gondola — Fri, 01 Sep 2023 13:30:15 GMT

I can see the images via a browser. I've checked via Firefox, Chrome and Edge. All OK. As a standalone browser is totally unlinked from TalkTalk Mail the root cause cannot possibly be webmail related.

So what I'd suggest to troubleshoot is to launch the Chrome browser. Reset the browser settings to make sure all browser extensions are removed and default settings are set up. Put this in the address bar: chrome://settings/reset and then select Restore settings to their original defaults and the blue button Reset settings. Then put the image URL in the browser address bar: https://mailchi.mp/1edf2ed5be3f/great-yarmouth-the-norfolk-broads

And tell me what you see.

And just to add that I see another customer has reported that the HomeSafe Scam Protection being switched off for the viewing of MailChimp emails does effect a fix.

HomeSafe blocking is what I'd concluded at the outset if you look back at my first reply. However, I didn't expect to see Scam Protection blocking mailchimp email images unless some nefarious activity has been detected with hidden pixel malware being downloaded along with the images from certain mailchimp emails.

But when you've concluded that the images are still blocked after a Chrome browser reset then go into your MyAccount and switch off Scam Protection and then retest.

Re: Lost images in emails

Gondola — Fri, 01 Sep 2023 14:19:24 GMT

A little bit more research into MailChimp reveals, courtesy of Computer Weekly, that MailChimp has been hacked three times very recently. Customer details stolen and spoofed emails may be sent out by scammers. Therefore, it's highly likely that some MailChimp customers could have had spam emails sent and highly likely in that event that some image links have included hidden pixel malware downloads.

Therefore always wise to keep your anti-virus and anti-malware up to date. Further advice from Malwarebytes - Full version free for 3 devices with eero 6 packages from TalkTalk.

Re: Lost images in emails

TrevorW1 — Sun, 03 Sep 2023 16:40:40 GMT

Hello Gondola

I did what you asked and I still see nothing even when I click through to mailchimp.

I logged into some friends BT and Virgin WiFi and the emails from Middletons open okay in both of my devices.

I logged into my brothers TalkTalk WiFi and they will not open on laptop or Mobile. Strangely if he looks at his emails from Middletons they do not open in Talk Talk webmail but do in his Yahoo email account.

I have spoken to two other clients of Middletons who have the same problem.

Since this is happening in both of my devices it suggests nothing has been changed in them .That suggests the problem is due to the Webmail update changing something and it need escalating to your IT poeple

I have F-Secure Virus protection on laptop and Sophos on Mobile have tried them disabled but still cannot see pictures or text, The article you refer to regarding mailchimp being hacked three times was from January 2023

Re: Lost images in emails

Gondola — Sun, 03 Sep 2023 16:52:00 GMT

If you want the situation escalating to TalkTalk's IT people with a complaint that it's the new webmail platform that's at fault then feel free to make that complaint directly to TalkTalk. I don't agree that it's anything to do with TalkTalk Mail.

Just to clarify, I'm not employed by TalkTalk as I'm simply a volunteer to Community.

My TalkTalk package does not use HomeSafe Scam Protection so I cannot switch that on / off to check. But I can view the images. I have sent the image links via TalkTalk Mail and the new platform and can still resolve those images. You say you can also resolve those images via the emails when using non-TalkTalk ISP services.

Have you or your brother, when testing using TalkTalk broadband, switched off HomeSafe Scam Protection via your customer MyAccount?

Are the other two Middletons customers also both customers of TalkTalk or different providers?

Your own testing confirms that the emails open normally on your devices via non-TalkTalk ISP services. So all I ask you to do is switch off Scam Protection via your customer MyAccount and that would confirm it's a network block for those mailchimp image links.

I can give you a workaround if you wish. That's to use a non-TalkTalk DNS in your router so that will bypass HomeSafe service protections. This is the alternative to switching off Scam Protection to test.

Try the secure Quad9 DNS: Primary 9.9.9.9 and Secondary 149.112.112.112 or Google DNS: Primary 8.8.8.8 and Secondary 8.8.4.4 (or a combination of Quad9 as Primary and Google as Secondary)

To change the DNS settings in your router, follow these steps:

On a device connected to the router
Open a Web browser, type http://192.168.1.1 into the address bar
Tap Enter/Return
Enter the username and password and click OK
Note: The default username is admin (all in lower case).
The router password is printed on the label on the back of the router.
HG633 router password - top of the label
DSL-3782 router password - middle of the label to the left of the bar-code
Sagemcom FAST 5364 router password - under the pull-up wireless password card on the label directly above the S/N barcode.

For the HG633 router

Select Internet (top blue bar)
Select Internet Connection and then the grey Edit button
Scroll down and tick the Static DNS box
Enter the preferred Primary DNS numbers 9.9.9.9
Enter the Secondary DNS numbers 8.8.8.8
Click the Save button
Scroll up and click Logout (grey button top right)

For the DSL-3782 router

In the Web browser address bar, type http://192.168.1.1/cgi-bin/New_GUI/Dns.asp
Tap Enter/Return
Tick 'Use the following DNS Server Address'
Enter the preferred (Primary) and alternate (Secondary) DNS addresses
Click the Save button

For the Sagemcom FAST 5364 router

From the Dashboard
Select See internet settings
Select Manage advanced settings
Select the Internet Connectivity icon
Select IPv4
In the DNS drop-down box select Manually Specify DNS
DNS1 enter the Primary DNS
DNS2 enter the Secondary DNS
Click the Apply button

If you subsequently choose to return to the TalkTalk DNS the numbers are 79.79.79.79 and 79.79.79.80

Here is the TalkTalk advice and router setup needed to restore TalkTalk DNS Third Party DNS (Click here)

Re: Lost images in emails

TrevorW1 — Mon, 04 Sep 2023 10:24:05 GMT

Good Morning Gondola. I am sorry, I did not realise you are not employed by TalkTalk and volunteer your time ,you have resolved problems for me in the past. Many thanks for the time you have spent on this problem including your valuable Sunday.

Both myself and my brother have Homesame/Kidsafe switched off as our F-Secure antivrus protects us.

I am in my late 70's and do not feel confident in changing Router settings.

For now I have arranged for Middletons to send emails to a new gmail account and hopefully I will then be able to view them.

Best Wishes

Trevor