Site icon shown as question mark in email

Hi there, @marco-raaphorst,

Thanks for reporting this, and sorry for the trouble!

In order to narrow down the potential cause of the issue, could you please test the follwing for us?

• Temporarily deactivate all your plugins and check if the problem gets fixed that way. If it works, then reactivate each plugin one by one to find out which one is causing problems. My main suspicion is anything cache-related.
• Check if by disabling/enabling our Site Accelerator’s CDN you see any changes.
• Check there is no geo-local conflict, by ensuring that our IPs range is fully included in your host/server allow list — your host can help you verify this.

If nothing helps, we’ll investigate further from here. Let us know how you get on, and thanks in advance for working this out with us!

(HEs ref: potential relation with GH 9546)

I tried all steps. No luck.

The image that’s loaded in the email as site icon seems to be this one:

https://0.gravatar.com/avatar/c0c611e4b2a9f9c6866f5c53401824a9bf89da4c92002acdf9476a81497b451d?s=3D96&d=3Dhttps%3A%2F%2F0.gravatar.com%2Favatar%2Fad516503a11cd5ca435acc9bb6523536%3Fs%3D96&r=3DG

It is extremely small, can this be the problem? So Apple Mail can’t show it and show it as question mark image?

• This reply was modified 2 weeks, 1 day ago by marco-raaphorst.

Hi @marco-raaphorst –

Thanks for checking on those items.

I tested this on the same post and opened the email in Apple Mail and didn’t have the same experience. The icon loaded for me:

To rule out this being an issue with your Apple Mail configuration, does your email provider have a web interface? You might want to open the email in there and see if the icon shows.

Let us know what you find out.

When I load the mail in Apple Mail via iCloud https://www.icloud.com/mail/ the image is also broken

Hi @marco-raaphorst –

Is your email address through icloud.com?

Yes I am using an iCloud account for this email address

Hey @marco-raaphorst – Thanks for confirming! This is a known issue, and we are actively tracking it on GitHub. The problem occurs specifically on the Apple Mail app (as you also pointed out), but it does not appear when using Apple Mail service on browser. Additionally, we’ve observed that the issue primarily affects users on Bluehost hosting provider. Is your site also hosted on Bluehost?

We are working with the Bluehost team to resolve this issue though, but we can’t provide an exact timeline for the fix. You can subscribe to the issue on GitHub to receive email notifications whenever there are any updates.

My hosting server is located in Belgium https://123-webhost.nl

Hey @marco-raaphorst – I have just added my @icloud.com email address to your subscribers’ list. Could you publish a post with an image included so I can receive the newsletter and check how it appears in my Apple Mail app? Looking forward to your reply!

I published a post which you should have recieved now.

To make sure: I only found out that the site image is not shown in mail, other images are fine.

Found out that the side image does shown in iOS on iPhone but not in Apple Mail. I am running Sequoia on Mac and latest version of iOS on iPhone. On Mac I have no Privacy protection active.

Hey @marco-raaphorst – Thanks for publishing the post and sending the newsletter email. I noticed something unusual, but I’ll go into more detail on that later in this reply.

As a first step, could you confirm whether the “Block Remote Content” setting is disabled for your Apple Mail App? You mentioned that Privacy Protection option is not enabled, so can we assume that “Block Remote Content” is also turned off?

If that’s the case, let’s move forward and here’s what I observed:

When I received your newsletter email and first opened it in the Apple Mail App on my Mac, your profile picture and the newsletter image were not displaying. However, while keeping the Apple Mail App open, I signed into my iCloud Mail account via the browser and opened the same email there. Everything displayed correctly in the browser, and at the same time, I noticed the images also started appearing in the Apple Mail App on my Mac.

Could you try this step on your end and let me know if you experience the same behavior?

If you don’t observe the same behavior on your end, we would need Admin login access to a test site hosted on your hosting provider’s server. This will allow us to check whether the issue we’ve identified on GitHub for Bluehost also occurs with your hosting. Ideally, setting up a fresh test site for us would be helpful. I wouldn’t recommend using a staging site, as it could lead to Jetpack connection or identity crisis/safe mode issue with your main site. However, if you can provide a new site on a separate domain or subdomain, that would be the best option and whatever testing we do there, it will not affect your main site. This will help us determine whether the issue is related to your hosting provider or specific to your site.

If you can set up a test site on a separate domain or subdomain hosted on your hosting provider’s server, please share its login credentials with us via the contact form here. In the form, include the link to this forum topic for our reference, the test site’s Admin login details, and your permission for us to access the site and conduct testing.

I reinstalled OSX Sequoia and now the problem is gone. Apple Mail / Jetpack related but I no longer have the issue so you can close this case.