Image not displaying / broken thumbnail

🌐 Check 1: Was the Image Embedded from an External Source?

Broken images in systemHUB are almost always caused by a few common factors, such as original files being moved, unsupported formats, or large file sizes. If you used the Insert image from URL feature pointing to a non-systemHUB location, such as your company website, a Google Drive link, or a Dropbox preview, check the hosting link:

1. Open your document and click on the broken image.
2. Copy and paste the source URL into a brand-new browser tab.
3. Verify if the image loads successfully in that tab.

If the image fails to load, the external source link is broken. To fix this permanently, download the image to your device and upload it directly as an attachment instead. If you upload an image directly to systemHUB, the file is securely hosted on our servers and will not move.

🖼️ Check 2: Confirm Image Format and Size

Before uploading files, make sure your assets meet our core platform requirements:

• Supported Formats: systemHUB renders JPEG, JPG, PNG, GIF, and PSD files.
• Apple HEIC Files: If you are uploading photos taken on an iPhone, they may be saved as HEIC files by default. systemHUB does not render HEIC, so you must convert these files to JPG before uploading them.
• Size Limits: Ensure your individual image files do not exceed the standard platform upload limits.

🔄 Check 3: Re-upload the Asset

The absolute fastest way to resolve an image loading error is to replace the asset fresh:

1. Open the system document and click Edit.
2. Select the broken image icon and delete it from the canvas.
3. Click the upload button to add the file fresh from your device.
4. Click Save.

If the fresh re-upload also fails to display, the issue is likely rooted in the file structure itself, try saving it as a different image format or converting it through an image editor.

🧹 Check 4: Clear Your Browser Cache

Occasionally, an image uploads perfectly to our servers, but your web browser has cached the previous broken attempt.

• Perform a Hard Refresh: Press Cmd + Shift + R on a Mac, or press Ctrl + F5 on a Windows keyboard.
• Test via Incognito: Alternatively, open systemHUB inside a private or incognito browser window to see if the image renders properly without cache interference.

📦 Thumbnail Showing as a Generic Icon

If your image file uploaded successfully but the dashboard thumbnail shows a generic file icon rather than a visual preview, check for these causes:

• Format Limitations: Large or layered formats, such as Photoshop PSD files, sometimes do not support automatic thumbnail rendering.
• Asynchronous Processing: Thumbnail generation runs in the background and can lag slightly for larger files. Wait a minute, perform a standard page refresh, and check again.

If your document thumbnails still fail to render after five minutes, please reach out to our team for assistance.

❓ When None of This Works

If you have worked through these formatting, sizing, and caching checks and your images are still failing to appear, reach out to systemHUB support with the following details:

• The exact systemHUB document URL where the image is broken.
• The original image file you are trying to use, or a clear screenshot of the broken icon layout.
• A brief note describing what you were trying to do when the asset broke.

🎉 You're All Set!

You now have the exact troubleshooting steps needed to keep your visual documentation looking sharp. Ensuring your images are correctly formatted and hosted directly on systemHUB guarantees a clean, professional viewing experience for your entire team.