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      Recovery Advice: Images - August 2024

      If you are experiencing missing images or files, please follow our guidance below to recover them.

      DATES OF IMPACT: This applies to certain types of files uploaded prior to Aug 3rd.
      No recovery is required for files uploaded after Aug 3rd.

      WHY DID THIS OCCUR? We are still investigating the incident and once we have a complete analysis we will share appropriate details with clients. At this time, we are focused on recovery from the incident and supporting our clients to restore files.

      Guidance on this page:

      Missing Logo or User Avatar Images

      Images that you had uploaded will not be visible or recoverable including:

      • Logo
      • User Avatar

      We recommend

      • Review your Business Profile - update your logo if it is no longer there
      • Review your User Profile - update your avatar if it is no longer there

      Missing Banner and Highlight & Itinerary Images

      If you are not seeing an image that you had uploaded (does not apply to images selected from Unsplash) including:

      • Banner Images
      • Itinerary images (not in the description)
      • Highlight images (not in the description)

      We recommend

      • Review any of your TRIPS to identify the images that might be missing
      • Update them as needed now, or determine whether if that is actually required if the content will not be used again
      • Replace images with Unsplash images if you don't have your original image and a general (free license) image will do

      Watch this loom on how to recover missing images:


      Cached images recovery

      To help you find cached images that might be expiring we have launched a tool to help you identify and correct any broken or missing cached images. 

      Watch this video on how to quickly check for images that might be expiring:

       

      To use this tool go to each of your trip preview pages and click the “CHECK IMAGES” button at the top of each page:

      Screenshot 2024-08-13 at 5.32.00 PM

      trip has missing images or images that will be missing
      • You will then see a prompt to review the page for red boxes and replace those images if they are missing.

      • Look through all the sections of your TRIP PAGE to find any images with a red box around them. 
      To recover the images :

      1. Click BACK TO EDIT TRIP

      2. Go to the section to edit the missing image

      3. Upload a new version from your computer (or pick from Unsplash)

      4. Save

      5. Click PREVIEW AS REGISTERED

      6. Click CHECK IMAGES

      7. repeat until you see the Green popup

      trip is good 
      • When you see this, your TRIP is good to go!

      For related recovery advice see also





      Need more help? 

      Reach out to the YouLi support team via a chat box at the bottom of your screen or submit a ticket request. If you need more advanced support, we will be offering extra support during the recovery phase of this incident - please tell us in your request how we can help.