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Broken image symbol or red cross(X) when viewing a Knowledge Document

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Article ID: 19572

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Updated On:

Products

CA Service Desk Manager CA Service Management - Service Desk Manager

Issue/Introduction

This document outlines how to resolve a problem where a red cross(X) broken image symbol is displayed where an image should be on a knowledge document.

Environment

Release:  17.2 and higher
Component:  CA Service Desk Manager

Resolution

Review the backend Attachment repository configuration.  Under Administration tab, select Attachment Library -> Repositories.  Review the repositories settings (right click a given repository and choose "View", to review their configurations and verify that the directories listed are accurate.  Of particular interest are entries for Images and Knowledge.

A common issue that appears is content on the Repository Server, in the above directory location that has been highlighted on the screencap is being affected.  Potential causes can range from the file content being  missing or affected by external actions, such as those from a virus scanner that may be removing the content.

Additional Information

Less common:  Please run:

pdm_k_reindex -pm 
pdm_k_reindex -ml

Attachments