Attached Images in Teams Does not Show up

[skanjanasakchai]

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

[#2]

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

[#3]

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

[#4]

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

[#5]

Hello,

we have the exact same problem.

Any solutions or explanations what is the problem?

Thanks in advance

Best Regards

Maik

[#6]

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

[#7]

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.

[#8]

@skanjanasakchai 

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

[#9]

@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. 

[#10]

@Andy Saleen 

[#11]

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.

[#12]

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

[#13]

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

It would be interesting to see what support say.

[#14]

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!  

[#15]

@skanjanasakchai we are experiencing the same issues.

[#16]

@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?

[#17]

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)

[#18]

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

Adam

[#19]

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

[#20]

@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?