Broken custom icon in notification emails (Outlook)
Error
The custom icon (logo) in Document360 notification emails appears as a broken image in Microsoft Outlook. This happens because Outlook blocks externally hosted images by default as a security measure; it is not caused by a problem with your email configuration or Document360 settings. You can resolve this by adding the sender to your Safe Senders list, which tells Outlook to load images from that address automatically.
Why this happens
Outlook blocks remotely hosted images by default to protect users from tracking pixels and malicious content. When an email contains an externally hosted image, such as a logo loaded from a CDN, Outlook replaces it with a broken image placeholder until the sender is trusted. This is standard Microsoft behavior and not specific to Document360.
Before you begin
- Confirm you are using Outlook on the web (outlook.com or your organization's Microsoft 365 instance). Steps may differ in the Outlook desktop app.
- Have the sender's email address ready (for example,
noreply@yourdomain.com).
Steps to resolve
Choose the method that suits you. Both produce the same result.
From the email (fastest)
Use this method if you have the notification email open.
- Open the notification email in Outlook.
- Select the three-dot menu (⋯) in the top-right corner of the email.
- Select Block > Never block sender.
Outlook adds the sender to your Safe Senders list. Images in future emails from this sender will load automatically.
From Outlook settings
Use this method if you want to add a sender or an entire domain without opening a specific email.
- Select Settings (gear icon, top-right corner).
- Navigate to Mail > Junk email.
- Under Safe senders and domains, enter the sender's email address or domain.
- Select Add and then Save.
Outlook updates your Safe Senders list. Images in future emails from this address or domain will load automatically.
Verify the fix
After adding the sender using either method above:
- Open a new notification email from Document360.
- Confirm the custom icon loads correctly in the email header.
If the icon still appears broken in an email you received before adding the sender, open the email and select Download pictures or Always show content from [sender] if prompted. The setting applies automatically to all emails received after the change.