topic Re: Photos not loading in ArcGIS StoryMaps Questions

Photos not loading

CatherineCarter1 — Sat, 07 May 2022 12:53:43 GMT

For that last several days I have had trouble with photos not loading. The collection of stories has been up for nearly a year and this is the first time I have noticed any issues. Some of the photos on a page are fine; others appear but do not resolve to sharpness. https://storymaps.arcgis.com/collections/c7bc45c5167f4bdea00de954189fdb92

Thanks for the help!

Catherine

Re: Photos not loading

Thiru_P — Mon, 09 May 2022 05:45:58 GMT

I have checked the Story Maps on a PC with reliable internet connection and the photos load fine for me.

Re: Photos not loading

OwenGeo — Mon, 09 May 2022 12:56:57 GMT

I also opened the story on my laptop (wifi) and phone (slower non-wifi connection) and didn't see any images that failed to load. Are you still experiencing this issue?

I wonder if, since this is your story that you have visited before, your browser cache might be causing this. Can you try opening the site in a private browsing window or clearing your browser cache and see if you still see the issue?

Re: Photos not loading

CatherineCarter1 — Mon, 09 May 2022 13:26:33 GMT

Thank you for looking into this, Owen. But now there is an even more serious issue. Please help!!!

Re: Photos not loading

OwenGeo — Mon, 09 May 2022 16:18:41 GMT

@CatherineCarter1 -- Oh no - what is the issue?

Re: Photos not loading

CatherineCarter1 — Mon, 09 May 2022 16:21:10 GMT

Did you not see the screenshot I sent? Here it is again.

Re: Photos not loading

OwenGeo — Mon, 09 May 2022 16:25:32 GMT

Sorry, as you can see above there was no screenshot in your earlier message, but I see the one you've provided now.

I can still see your collection and all the stories within it just fine. I'm not sure why you are getting that message. Can you try restarting your browser and/or clearing your browser cache?

Re: Photos not loading

CatherineCarter1 — Mon, 09 May 2022 16:37:18 GMT

So I restarted my computer and things seem to be ok now.

Thanks for looking at it.

Catherine

Re: Photos not loading

CatherineCarter1 — Tue, 10 May 2022 04:15:51 GMT

Hi again .. I seem to still have trouble with some images not loading. I have restarted everything and tried two different computers. I have cleared the cache. I have attached a screen shot of the issue. It seems like whenever i have a group of images, one of them doesn't load. Would you look again and see what might be happening?

Re: Photos not loading

OwenGeo — Tue, 10 May 2022 13:25:29 GMT

@CatherineCarter1 -- I took another look and don't see anything wrong with the story, and others have reported on this thread that it appears to be working as expected for them, so I'm not sure what to tell you.

We have some general image loading optimizations we're rolling out in our May 18th update. It's possible if there's a minor, localized issue with your browser, computer, or network those optimizations might help, but from what we can tell the story is already functioning as expected. Be sure your browser is up-to-date

If the issue persists, please contact Esri Support and they will work with you to try to isolate the specific issue you are having.

Re: Photos not loading

OwenGeo — Mon, 23 May 2022 20:51:30 GMT

@CatherineCarter1 -- I wanted to check in to see if you are still seeing this issue. Please clear your browser cache, restart your machine, then retest, and let us know.

Re: Photos not loading

CatherineCarter1 — Wed, 25 May 2022 19:56:26 GMT

I am sorry to have been so slow .. life has been crazy!

yes, I still see the problem. I have tried emptying the cache, restarting, etc. I have tried multiple devices and it is still there. I see it mostly in photo layouts as opposed to single images.

i think I am going to have to move the story to a different website.

Thanks for all your help,

catherine

Re: Photos not loading

OwenGeo — Wed, 25 May 2022 20:14:09 GMT

I'm very sorry to hear that you are still seeing this issue. 😕

I just brought your collection up on three different computers (two Macs and a PC) and two mobile devices (an iPad and iPhone) and every image loaded for me again. I'm also in the office today, so I'm on a different network than I was last time I tested your story. Across the five devices I checked I used three different networks in today's tests (my office internal wifi, office guest wifi, and a 4G cell connection). At least one other community member reported on this thread that it was working as expected for them as well.

Which images aren't loading for you? Is it the the same ones each time or different ones? Were the two computers you tested on on the same network? There could be something about your network that blocks some of the network requests.

If you are able to contact Esri Support, they might be able to work directly with you to identify the issue, but as far as I can tell your story is working as expected for others 🙂 , but not for you. 😞