---
title: "Troubleshooting notification issues"
slug: "troubleshooting-notification-issues"
description: "Fix the broken custom icon in Document360 notification emails in Outlook by adding the sender to your Safe Senders list for automatic image loading."
updated: 2026-06-11T04:19:54Z
published: 2026-06-11T04:19:54Z
canonical: "docs.document360.com/troubleshooting-notification-issues"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.document360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting notification issues

## 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.

1. Open the notification email in Outlook.
2. Select the **three-dot menu** (⋯) in the top-right corner of the email.
3. 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.

1. Select **Settings** (gear icon, top-right corner).
2. Navigate to **Mail** > **Junk email**.
3. Under **Safe senders and domains**, enter the sender's email address or domain.
4. 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:

1. Open a new notification email from Document360.
2. 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.