Having trouble viewing an image in your Guru Card? Use these troubleshooting steps to ensure that your images are hosted by Guru to prevent any trouble with viewing your content.
Is my image hosted by Guru?
Right-click on your image and check the link address to see the host URL. You can test this by choosing Copy link address and pasting it in another tab. If the URL does not begin with content.api.getguru... this image is not hosted by Guru. This may be the source of the issue.
My image isn’t hosted by Guru. Why is this causing issues?
Prior to May 2021, images that were inserted into the editor by copy/paste were not hosted by Guru, which could result in the red error message (shown above).
For these images, they may be hosted by a third-party website that the viewer doesn't have access to. Because these images are still technically hosted by the third-party source, anyone who doesn't have access to this other tool, or doesn't have permission within that tool to view the image, will see a red box.
How do I resolve this?
The best way to resolve this issue is to upload the image to Guru again.
What if my images are loading in the web app but not in the extension?
If you are running into trouble with loading images specifically in the extension, check to ensure that your browser is not blocking third-party cookies. In Chrome, you can confirm that on this page: chrome://settings/cookies.
If you do continue to run into trouble even after checking that this image has been uploaded correctly, try clearing the web browser's cache and cookies. If the image still doesn't load after taking these actions, reach out to your IT team to ensure that "Filepicker" (the tool we use to upload these images) is not blocked internally.
As always, Guru's support team is here to assist with troubleshooting as well - you can reach us at firstname.lastname@example.org or by chatting us directly in the app!