Image blocks are missing on some devices... I'M STUMPED

I've encountered a strange issue... My client has previewed her site (on a 13" macbook) and image blocks aren't appearing. Images that are placed as section backgrounds, and summary block photos do show, it seems to only be plain image blocks. I've attached screenshots of the pages/photos that aren't displaying, but it applies to:

Home > Our Story
About > Philosophy
About > The Founders
Spa Menu > All categories

I'm working on the same screen size and have tried to replicate the issue with no luck. Does anyone have any insight?

https://fife-sunflower-68mk.squarespace.com/
pw: elipsis

Is this only happening on your clients laptop?

Have you got them to clear their browser cache?

Hey @Ziggy! I haven't, though I did have them view it in an incognito window. Could this still be affecting it?

On 12/14/2023 at 3:50 PM, mbockmaster said:

My client has previewed her site (on a 13" macbook) and image blocks aren't appearing.

This can happen if their device or their internet service provider is blocking the images.squarespace-cdn.com domain. Have they tried accessing the image file directly by using this URL:

https://images.squarespace-cdn.com/content/v1/64b04fc51bf0dc519305cc2a/c62d0e3c-03ef-4ec8-857c-e185c9df19a0/elipsis-day-spa-owners-alisha-hill-jennifer-linton-grimsby.jpg?format=2500w

If this doesn't help, they'll need to open the browser tools and look for errors in the console log but this won't be easy. If it isn't an issue with the images being blocked, or the browser cache being corrupted, then we'd need lots more information, including:

• screenshots or a video (Loom is helpful!) of what they see
• details of the device they are using
• details of the browser, including the type and version

Even with this information, it will be difficult to troubleshoot this remotely.

Hi @paul2009 and @Ziggy, I had her clear her browser cache with no luck, and she is able to see the photo by following that link which rules out their device/service provider blocking the squarespace domain. They aren't local to me, and aren't particularly tech savvy, so having her look for errors in the console log won't be easy. Any other ideas/options?

7 hours ago, mbockmaster said:

Any other ideas/options?

Have you tried duplicating the page? Replacing the photo blocks and photos with new blocks and different images? Maybe disabling the image effect would make a difference?

4 hours ago, Ziggy said:

Have you tried duplicating the page? Replacing the photo blocks and photos with new blocks and different images?

It's image blocks across multiple pages, unfortunately. I'll try taking the image effect off and see if that helps!