Although copy-paste and dragging and dropping images on an email client generates valid HTML, certain email clients do not support this way of displaying inline images. The TinyMCE editor embeds the image data into the HTML using RFC2397 with a tag similar to "<img src=3D"data:image/png;base64...". However, because email HTML renderers do not treat HTML the same as web browsers, many email programs do not display images embedded in the HTML using RFC2397. The following desktop clients do show inline images:

  • Apple Mail 5
  • Apple Mail 6
  • Lotus Notes 8
  • Outlook 2003
  • Thunderbird 3.0
  • Thunderbird latest
  • Android 2.3
  • Android 4.0
  • BlackBerry 5 OS
  • iPad
  • iPhone 3GS
  • iPhone 4S
  • iPhone 5
  • some others

Steps to Reproduce


  1. Navigate to Incident > Open.
  2. Select an existing incident.
  3. Send an email message with an image.
    1. Open the email client.
    2. Copy and paste an image from an application (for example, MS Paint or MS Word).
    3. Send the email.
  4. In the outbox, verify that you can see the images correctly.
  5. Send the email out of the instance.
    Note that on Outlook, the image does not display, but on Apple Mail, it does. Other email clients might or might not display the image.


To workaround the issue, save the clipboard content into an image, then add the image to the email client. You are using the Image icon on the toolbar instead of the copy/paste browser feature.

image icon

Related Problem: PRB665889

Seen In

Fuji Patch 13 Hot Fix 1
Geneva Patch 3
Geneva Patch 3 Hot Fix 2
Geneva Patch 3 Hot Fix 9
Geneva Patch 4
Geneva Patch 5
Geneva Patch 6
Geneva Patch 6 Hot Fix 2
Geneva Patch 7
Geneva Patch 8
Helsinki Patch 0 Hot Fix 1
Helsinki Patch 1
Helsinki Patch 2
Helsinki Patch 4
Helsinki Patch 5

Fixed In


Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-21 11:43:17