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Attached Images in Teams Does not Show up

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skanjanasakchai
New Contributor

Hi,

 

I have quite a lot of conversations in Teams Channel that are sent via mobile devices, which allows photo to be attached. Apparently there's a change in Teams now that the attached photos disappeared and unable to load it from the desktop client. Please advise. Attached is an example of what the photos look like now.

 

Best,

S

36 Replies
It’s a cache or service issue most likely. Check web browser. Then if good log out and in to Teams ‘not just quit’

I'm using Teams for Windows. I've tried logging out and back in, logging out ->restart and log back in, changing to a fresh computer, the images are still not showing up.

 

Please note that the images are attached via mobile devices. Somehow, those images does not get saved under files tab, but if I were to attach said images via a PC, it get saved under files tab. 

 

Please advise on how to recover those images that are sent via mobile devices.

 

Best,

S

I can verify that we are seeing this same issue in our organization as well. Logging out and back in, rebooting, clearing cache, and the normal tips and tricks don't seem to work. We can see a placeholder for the uploaded image, but not the image itself.

 

David

Hello,

 

we have the exact same problem.

Any solutions or explanations what is the problem?

 

Thanks in advance

Best Regards

Maik

Our organization is seeing the same problem. Resetting the cache and log in/out is not doing anything to solve the problem.

I've seen this problem at customer sites but then the problem was limited to images updated in the same time frame (during 1-2 weeks).

 

Images are saved in a media service on Azure (using Blob storage) and there should be a journal copy of if saved in Exchange for compliance.

 

@skanjanasakchai 

 

We are experiencing the exact same issue with the pictures uploaded to the conversations tab via the Teams mobile app not appearing. 

@skanjanasakchai 

 

I am experiencing the exact same issue when pictures are uploaded to conversations in via the mobile app. None of them appear to load correctly and/or just appear blank. 

I suggest that you contact Microsoft Support from your Office 365 Admin portal and report this, I looks like it is a bug since many users experience this.

@Linus Cansby I have been working with Office365 support and will post the findings as we step though the issue....

 

 

@skanjanasakchai Im seeing the same here, from conversations around the end of Jan / early Feb. 

It would be interesting to see what support say.

Here's an email from support. Doesn't really solve anything. 

 


Good Morning!  I appreciate your confirmation that the issue has been resolved to your satisfaction.    ​

 ​

Summary of Resolutions Steps: ​

-Call the number on file and I got S.​

-Remote in to customer's computer and check if there is a way to show the picture but there is none.​

-Even check SharePoint and conversation routing us to OWA which is empty as well.​

-Customer already raise this question in Microsoft Community website.​

-Check user voice and there is one who place the same question.​

-Advice customer to raise and vote so Microsoft would try to fix it on the next update.​

-May close ticket now. End of the call.  ​

Your Feedback Matters:   ​

Microsoft listens to all feedback and we use it reinforce your positive experiences and act on suggested improvements.  {capture with name – whatever resonates on a personal level}. ​

 ​

Therefore, if you have a moment, please complete a brief survey via your admin portal.  For your convenience, you may click the following link that will take you directly there: https://portal.office.com/Support/AltUSupport.aspx.  ​

 ​

Should you need further support in the future, please do not hesitate to contact us. It’s been my absolute pleasure to assist you!  

@skanjanasakchai we are experiencing the same issues.

@skanjanasakchai We are also having this same issue. Several observations:

1) Pictures posted from the mobile app disappear in approximately one week.

2) So far everyone having this issue is using an iPhone. It's a small sample size but so far Android users don't seem to have the issue.

 

Can anyone confirm the findings on iPhones vs Android?

my organization has a similar problem.  I have opened up a support ticket.

 

A few things we have noticed:

 

 - Images posted to teams before January 18, 2019 are unaffected.

 - Images posted to all user created channels are missing after 7-8 days.

 - Images posted to the system created GENERAL channel are unaffected.

 - The problem is present for all of our Teams (including a new one created 10 days ago for troubleshooting purposes)

 

 

Hi! Please keep us posted about what MS finds out!

Adam
We had a similar issue but it seems Microsoft just pushed a patch for iOS clients. Says it should be working now. Unfortunately, we still have to wait a few days for replication... :D

@joshsz 

We only have iOS devices so I cannot confirm if the issue happening with Android devices. I can confirm it is happening with the Multiple iOS devices that were running iOS 12.1.4 at the time of the incident. 

 

The first picture we noticed this was happening was on 1/23/2019. 

 

Initial Microsoft support seems to think it could be related to the issue that was just fixed in the last Teams service degradation/incident (Listed in the Admin Portal's Service Health as TM17993) that was restored yesterday 04/02/2018. However, multiple pictures from multiple users are still missing from the user created channel. I don't think this will fix our issue, but they advised to wait some time to see if it does and I am supposed to reconnect with support in 1 week. 

 

I think I may have an idea about what is happening.... After talking to a couple of our iPhone users that were having the issue, they mentioned that they have their iPhone camera set to use iCloud Photos, which moves locally stored photos from the device's storage to their iCloud account. I am wondering if there is a permissions issue where Teams is allowed to access the iPhone's locally stored photos, but runs into issue attempting to access a photo that is actually stored in iCloud. This would explain why the missing picture's size (metadata) seems to be correct, but the image itself blank. 

Can anyone confirm if your problematic iPhones are using iCloud Photos instead of the phone's local storage?
 

@andrewpetch 

Can you check if the iPhone's you tried to upload from are using iCloud Photos rather than iPhone's local storage to save the photos....

@Andy Saleen 

 

None of my devices are using iCloud photos for storage.

 

My teams photos area all saved on a Microsoft server.

 

If I log into Teams via web browser, I can see the location where my images are save.

 

That is a link from an image that worked for 7 days and now doesnt work anymore.

 

https://us-api.asm.skype.com/v1/objects/0-cus-d10-32e4a352ca45a35241492ca365c10fda/views/imgo

 

I now get a message like this:

 

This us-api.asm.skype.com page can't be found

 

 

Yep I'm seeing links/urls like that too on the missing images. Its like Teams is uploading a redirect/pointer url when the image is not saved locally on the iPhone.

 

You might try turning off saving to the Microsoft server and using the phone's local storage for pictures and see if it behavior changes. If that is the case, at least we are narrowing things down to identify that Teams picture uploads only work as expected if iPhones are using local storage for photos...

@Andy Saleen 

 

The idea that the iphone save location of the photos is the problem does not make sense to me.

 

If my people save photos to the GENERAL channel (the one created by default when the Team was created) , I do NOT have the problem.  For me, I only have the problem when the images are posted to channels that I or my employees have created.

 

If this was an issue of icloud storage, I would think that the problem would affect the General channel, which it does not.

@andrewpetch I agree, iCloud storage isn't the issue. The pictures are uploaded and stored in Microsoft's cloud and for some reason appear to be getting wiped out after ~7 days, leaving only the link (somewhere at Skype.com) where it was. I am seeing the exact same thing as the URL you posted previously.

 

Will test out the general channel, but it may take a week to prove that one out. Thanks for that info.

 

I have an open ticket with MS on this and will post any sort of info I get on a fix.

@joshsz 

 

Here is another odd piece of behaviour that I have noticed as well.

 

For the first 7 days (while the pictures are working fine), the url ends with /views/imgo

 

Then the link gets changed so that it ends in /views/imgpsh_mobile_save.  

 

Then after the 8th day, everything stops working. and the url is back to ending in /imgo again

 

Example:

 

This is a url for an image that was posted and will work for 7 days.

https://us-api.asm.skype.com/v1/objects/0-cus-d9-d3a10ce6f3261d2a606a47a0f1f510de/views/imgo

 

Then the image stops working.  If I log into teams via web browser, I can see that the URL HAS CHANGED.  It now looks like this:

https://us-api.asm.skype.com/v1/objects/0-cus-d9-d3a10ce6f3261d2a606a47a0f1f510de/views/imgpsh_mobil...

 

If I paste that into a browser and then change the url so that it ends in IMGO again, it will work for 1 more day.

 

After the 8th day.  Dead. and the url is back to ending in IMGO again

 

https://us-api.asm.skype.com/v1/objects/0-cus-d9-d3a10ce6f3261d2a606a47a0f1f510de/views/imgo

 

Highlighted

Edit: While we investigate, I have found that I can recover these lost images through Content Search at protection.office.com. Doing a search on the Team gave me copies of the original conversation items with the embedded photos. In my case these images were not stored locally on the phone and then uploaded to Teams, they were taken in-app and were not stored or saved elsewhere (so recovering them was important).

 

I have identified that videos uploaded from Mobile appear to survive the 7 day disappearing act. There looks to be a difference when uploading a photo or video from a mobile device. Uploading photos from mobile devices doesn't appear to create a file entry in the SharePoint site for the Team but uploading a video does. Uploading a photo from a computer, through the web or desktop app, creates a SharePoint file and these look to survive after 7 days. I'm wondering if the existence of this SharePoint file is what keeps the image in the chat working after 7 days.

 

The only problem with this is that the General tab photos for my Team were uploaded a few weeks ago, don't have a presence in SharePoint for the Team, and still remain viewable in chat.

 

----------------------------------------------------------------------------------

 

This issue was reported to me just a few days ago for one of our Teams. I'm still testing but this thread has really helped me.

I haven't seen a 7 day old image, only images past 7 days or within the past 7 days, but I'm seeing the same behavior otherwise. All images not on the General Channel of this team (there are three additional channels with images uploaded from both iPhones and Windows Phones) are disappearing after 7 days. The General channel is remaining unaffected by this. I am doing my own testing but obviously I have to wait the 7 days.

 

The ".../views/imgpsh_mobile_save" link appears to exist before that 7th day hits - I can replace "/imgo" in the link of a newly uploaded image with "/imgpsh_mobile_save" and it does load the image properly. I'm having trouble determining if this is simply the link a mobile device using Teams opens since it is formatted differently. In any case, however, "missing" images don't appear to work with either link once they're gone.

@Caleb1215 

 

I Think were all in the same boat then. I am awaiting some time to pass too, based on the O365 support person's instructions. I am not confident on Microsoft support trying to wait for a week to hope that the issue fixes itself. I get the feeling this one may end up being escalated by support as a BUG in MS Teams.

 

 I created a Bug Report in Team's UserVoice for this issue. Everyone please VOTE FOR this bug report on the  UserVoice link below if you are experiencing the same problem. Hopefully it will get the escalation team's attention sooner!


https://microsoftteams.uservoice.com/forums/908686-bug-reports/suggestions/37290376-images-uploaded-...

@Andy Saleen Good idea on the User Voice. Voted and I'm going to start suggesting everyone who reports the issue to me to vote on it as well.

@skanjanasakchai 

 

A new iPhone version of the Teams app was released on March 27.

 

Microsoft support had told me to install the update on my phones.

I installed the new version on one of my phones on March 27th and used that phone to post a picture to Teams.  It has now been 9 days and the image is still there.  

 

It is possible that the problem has been fixed for new images that are posted from iphones using the newest version of the app.

 

However, when I asked if all of my missing pictures were going to be restored or if they were lost forever, I was not given an answer.  Their silence on the matter is not reassuring.

 

 

@skanjanasakchai 

 

I was talking to a Microsoft support rep and he mentioned that our missing images are NOT lost forever.  He suggested conducting an eDiscovery to recover the images.

 

I had never done this before but following the instructions I have linked below, I was able to recover my missing images.  It is not the most user friendly experience but I recovered what I needed.

 

https://docs.microsoft.com/en-us/microsoftteams/ediscovery-investigation

 

https://docs.microsoft.com/en-us/Office365/SecurityCompliance/ediscovery-cases?redirectSourcePath=%2...

 

 

@andrewpetch 

Microsoft seems to have fixed the photos and conversation in "General" Channel. All the photos in that channel has been recovered, however, it seems that other Channels that are not "General" are still suffering from disappearing photos. I have Photos that disappeared that are posted as late as March 28th. 

 

I really hope they fix this issue soon :(

After updating the Teams Application in IOS we have not had any new images disappear. 

I am experiencing the same issue. Images are not loading on the Windows App, Android App, or the Web-App.

@andrewpetch 

I've had a ticket open on the issue for nearly two weeks, but Microsoft has not given me much of an answer - just that the ticket is being reviewed by the "back-end" team.

 

However, I've got a lot of good info from this post and I believe the issue going forward is fixed as long as people are using version 1.0.71 of MS Teams for iOS when they upload pictures. It doesn't matter what OS or version you use for viewing, only the version of the MS Team app on the Apple phone that is uploading.

 

Recovering the photos that have disappeared is a different story and I'll be doing an eDiscovery case on the Team(s) soon to try to get them back. 

 

@andrewpetch 

Hi 

 

You said you've managed to get your content back. I've done a content search and can see the messages with the missing images, and if I 'download original Item' I get the message with the image. so I have the image, but were you able to 'restore' it to teams? If so how did you do it??

@Arron Johnson 

 

Hi Arron,

 

I was not able to restore the images so that they are visible in Teams itself.  

 

As I no longer trust Teams to keep my content available when I need it, I have moved on to another product (paid program called Raken that fulfills my requirements better than Teams), and I just downloaded all of my images and saved them to my server.