How do I fix previews being broken in the Template Library or Outbound Communication Status screen?

If images for a communication are not correctly displaying in the Template Library area or the Outbound Communication Status screen (also potentially in archival PDFs), AND you have followed the steps outlined in our other article on this topic, then your IT team will want to move forward with the following:

If you have reached "Optional Step #4" in the linked article

It may be necessary to run Core iQ and related services under a domain account instead of the default, system-based accounts.  By default, the web application runs in a context equivalent with NETWORK SERVICE.  Onovative "Windows Services" run under the LOCAL SYSTEM account by default.  If users are able to see email images, but preview thumbnails and historical PDFs are not able to be generated, then it is likely that changing the context that these services run under to a Domain account will address the issue.

Assigning Identity of Application Pool(s) in IIS

You must have IIS installed on your web server before completing these steps.

  1. Open IIS on your web server (Search > inetmgr)
  2. Locate the application pool(s) that your Core iQ product is using, right-click  Advanced Settings... then the Identity box in the "Process Model" section, click the three dots on the right of the box.

rtaImage.png

  1. Select the Custom Account radio button, click Set, enter your service account’s name and password, and click OK.

rtaImage-2.png

Changing Onovative Services to Domain Account

In the Services console, right click on each Onovative prefixed service name, and choose Properties. On the Logon tab, change the account to the domain account and add the password. Click Apply and confirm the password.

If the Domain Account's password is going to Change given an internal Password Policy, these passwords will need to be updated in IIS and in Services. Ideally, your domain account password should be set to not expire.

0 out of 0 found this helpful