Images in messages are not displaying when using the iOS mobile app

Question 

When sending messages to a device that uses iOS, the images are not showing or are broken. Why is this happening?

Environment

• All versions of xMatters
• xMatters iOS mobile app

Answer

Due to a recent security update from Apple, the iOS security policy now prevents apps loading URLs via the HTTP protocol.

In response to this, newly generated message content in our web UI defaults to the HTTPS protocol. However, you will need to update existing messages so that the HTML for the message uses HTTPS for <img> links.

To update images in messages to use the HTTPS protocol:

1. In the xMatters web UI, go to Workflows and select the workflow with the form you want to edit the message for.

2. In the Forms section of the workflow, click the Edit> Messages.

3. Next to the Email / Fax / Push Message option, click Edit.

4. In the message editor, select Show Source.

5. Locate any <img> tags in the HTML source code for images from the Image Library (these will have URLs starting with http://s3-xmatters-content.s3.amazonaws.com/image_library/customers/).

6. For each <img> tag, change: http:// to: https://

7. Clear the Show Source check box.

8. Click Save Changes.