Missing Images in Design Area & On Products

[plumb4me]

I can see the images on the actual products, in the design area and on the published products. The images are missing on the list of images in the design area or under the personalize this template.

                        

[PenguinPower]

Last night while I was working on the new backpacks the site was suuuuper sloooow… it was taking time for the screen to update while in the design tool and even longer for the preview images to render. I think your images aren’t missing- just slow to appear. 

[plumb4me]

I noticed the images missing about 2-3 weeks ago. I thought maybe it had something to do with all the changes Zazzle has made. Although you can still see the images on the products (which is good) you cannot see them under the personalize this template (which is not good) I just hope customers know that they can change the image, even though there is not a (placeholder image) there to change. I have anywhere from 1-5 images missing on each product, on alot of different products.

[PenguinPower]

Bring up the product, open the design tool, walk away… go to the lavatory, make a cup of tea, put a load of dishes or laundry in.. come back in about 5-10 min. It was taking that long before everything was finished rendering. Really, it was that slow. Yes, it was a concern that customers were experiencing this too.. 

[plumb4me]

Thanks for the help, but left 3 different windows open for 45 minutes now, still missing images. Tried it with design area open, logged in and product page open and went to my tablet, logged out and opened another product page, still missing images. Nothing ever loaded in any of those spots, on 3 different products. 

At least the images are showing on the products. This is happening on older products and I haven't noticed missing images on new products, I'm making now.

[KeegansCreation]

I had this problem too. The solution that worked for me was to convert them to JPEGs and re-upload them. Although PNGs work great for Zazzle designs, for some reason they are invisible as thumbnails (even though they show on the product and in the design tool). Convert to JPEG and try again.

How I found this out: Previously my template photos were from RawPixel (where I have a subscription). I didn't even notice they were JPEGs. Recently I started using AI to make template "photos" and then saving them as PNG, the format I use for all my designs. When I noticed they didn't show as thumbnails I looked at my products where there was a thumbnail and noticed that they were all JPEG. When I uploaded my template images as JPEGs, they showed up.

[plumb4me]

Thanks I'll try that.

[Mark]

Hey @plumb4me,

Sorry to hear about this issue.

Can you please send on the link to that product? We will be happy to take a look.

Thanks!

[plumb4me]

Thanks Mark. I listed just a few products here, but I have alot of missing images, on alot of different products. The same image(s) is missing on all the products, in each category.

https://www.zazzle.com/create_your_own_10_photo_collage_custom_poster-256183718339945419

https://www.zazzle.com/create_your_own_10_photo_collage_photo_enlargement-190355307589790152

https://www.zazzle.com/create_your_own_11_photo_collage_poster-256716588314524268

https://www.zazzle.com/create_your_own_36_photo_collage_magnetic_card-256316432023437213

https://www.zazzle.com/create_your_own_21_photo_collage_editable_color_plaque-200704122336688816

https://www.zazzle.com/create_your_own_49_photo_collage_poster-256425445801204804

[Mark]

Hey @plumb4me,

Thanks for all those examples. I have passed them onto the team now and I will let you know when I hear back.

Thanks for your patience.

[plumb4me]

Hi @Mark 

Is there any kind update on this yet? I have products where half of the images are missing under the "personalize this template." It's random now, images will reappear and then other images will disappear. I have missing images on all my products now.

[Mark]

Hey @plumb4me,

Our team have advised that when the image is deleted from your account, this can cause the image to be deleted where it has been used on products. I will let you know when there is a further update.

Thank you!

[plumb4me]

Thanks for the update. I look forward to further updates and a possible solution.

I am happy the images are still showing on the products, but I'm afraid that in the future those images could disappear too. I have tried uploading the exact same image, to replace the missing image and that didn't solve the problem. 

(This should be announced if this is something new, because in the past we could delete images from our media image basket and the images would still be on the products for sale.

 "Our team have advised that when the image is deleted from your account, this can cause the image to be deleted where it has been used on products." )

[KeegansCreation]

Same. This is new and inconsistently applied which makes it feel like a bug. When I wrote my initial reply that changing a png to a jpeg would cause the template image to show in the thumbnail, that was true. But now it isn't...sometimes. I changed everything to jpegs and now some of them show in the thumbnails and some of them don't. I had deleted them all because my Image folder gets cluttered if I don't but I guess I'll stop doing that.

[KeegansCreation]

I went and fixed them all. It turned out to be 9 photos that needed replacing, all recent ones, out of a total of 156 photo products. Hopefully the ones I didn't have to replace will not be deleted in the future because they aren't in my Image section either. They are still in the thumbnails...for now.😑

[Mark]

Hi @plumb4me,

Apologies for the delay here. Just to clarify, images within a design don't get deleted. I will follow up when there is more information.

Thanks!

[KeegansCreation]

I have routinely deleted images after using them and the product has indexed so my Images section doesn't get cluttered. Now, like Plumb4me, some template thumbnails have disappeared. Just some. I can't tell if this is a policy change and I should never delete any images from the Images section or if it's a bug. It's only template thumbnails and only a handful (although all are gone from my Images section) and it's recent so I'm hoping this is a bug.

If it's a policy change and we should never delete any uploaded images then PLEASE don't make that retroactive because then I'll no longer have a store.

[plumb4me]

I have missing images that I have not deleted from my account.

I have alot of deleted images, but they still show up and I have not problem with them.

I also have category cover images that keep disappearing. I have to keep making new category images and some stuck and some will disappear. 

I also have images I upload and they appear as white blank spaces in my media image folder.

This seems to be some kind of bug or glitch that is causing all these images to disappear.

[plumb4me]

I still have missing "placeholder images" on some of my products and some of my category cover images keep disappearing.

I have alot of images I have deleted from my account, but they still show up as "placeholder images" on my products and I've had no problem with them disappearing or missing.

I also have images I upload and they appear as white blank spaces in my media image folder.

This seems to be some kind of glitch or bug with missing images and category cover images, that keep disappearing.