Overview

When trying to publish or make changes to a page or Space, a red bar appears at the bottom of the page with the textUnsupported content type image/jpeg;charset=ISO-8859-1.

This error occurs when there is an image of an unsupported format uploaded on the page or Space. In some cases, this error can also appear after a community address (Vanity URL) change due to the image URLs not being properly updated.

Solution

If you have started facing this issue after a recent community address change, for example from community.aurea.com to jive.aurea.com, please contact us with a link to one of the pages that you encountered this issue on.

If there was no recent community address change, you will need to locate the problematic image by following these steps:

• Step 1: Find the problematic image
• Step 2: Change the format to supported file type
• Step 3: Re-upload the image and retry saving changes

Step 1: Find the problematic image

Right-click on the first image on the page and then click on Open image in a new tab:

If an error appears such as 500 Internal Server Error, continue to step 2. Else, repeat this process for the next image on the page.

Step 2: Change the format to supported file type

Right-click on the image that displayed the error from the previous step and click on the Save image as... option to save it to your local computer.

Change the format of the image (convert it) to one of the supported image types (BMP, GIF, JPG, or PNG) by Jive. It is important for the image file to also have the correct file type and correct file extension such as JPG and not JPEG.

Step 3: Re-upload the image and retry saving changes

Re-upload the image file and try to save the page or Space again. If all images are now of supported file types then you should be able to successfully save the changes.

If you are still seeing the error, it is likely that there is another image that will need to be converted. In this case, please repeat the process from step 1 again to find and fix the additional images with the issue.

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Support agents: If the issue isn't related to image file types, it may be due to a recent vanity URL change. To check if this is the case:

1. In Google Chrome, browse to the page that the customer encountered this issue on.
2. Open the Developer Tools.
3. Click on the Network tab.
4. Refresh the page.
5. Click on the Img button:
6. Click on the images listed in the network requests that don't have a 200 status code.
7. Check the URLs of those images to identify if they are pointing to a different address than the customer's community address.
8. Search Zendesk and JIRA using that community address. If you find it was used previously as their community address, file a JIRA ticket (JVCLD for Cloud, or JVHOPST for Hosted) with the details provided by the customer and your findings.

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