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Apple Mac image problem

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Solved Apple Mac image problem

Post by Tansy Firedragon on January 5th 2017, 10:00 am

We recently changed the colours on our forum and some of the graphics, now one of our members (who uses an Apple Mac) is having problems seeing some of the images.

Instead of the buttons on the top row (Home, calendar, FAQ etc) she is just seeing questions marks (see image)

We have tested the new design on laptops, tablets, phones and iPads and they are all fine so I don't know if it is a specific Apple Mac issue or just this one person.

Can anyone help please?

The forum is www.kitchenwitchhearth.com



Last edited by Tansy Firedragon on January 11th 2017, 9:17 am; edited 1 time in total

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Solved Re: Apple Mac image problem

Post by Tansy Firedragon on January 8th 2017, 1:17 pm

Can anyone please help with this issue?

The Mac user has checked with Apple and their response was:

"the reason she cannot see the graphics on the forum is because the new graphics are in a windows format that a mac cannot read , the old ones were fine but the new ones are not . She wont be the only user with this issue any one on a mac will have the same problem . The graphics don't need to be changed just the format they have been put it "

I am not aware that we put the graphics on the forum in a different way than we did before - any help appreciated please.

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Solved Re: Apple Mac image problem

Post by APE on January 8th 2017, 1:54 pm

Hello before we can help you more we need some more information

we know the computer is a mac but can you please find out the following:
1, what browser the members are using?
2, Has the member tried to use some other browsers ?
3, Is the laptop / computer upto date with the updates gave by apple?
4, Is it just your forum they have problems with?
5, who are you hosting you items with?

I ask this set of questions as we need to find out whats stopping this from showing to this member.

The last one number 5 is more impotent to our side as if you host it all from a system we use then we can talk to our hosts about this.



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Solved Re: Apple Mac image problem

Post by Tansy Firedragon on January 8th 2017, 1:58 pm

Thank you I will find out the answers from the Mac user but for number 5 we use the system provided - see below
Clicking on the save photo button and uploading then inserting using the photo button

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Solved Re: Apple Mac image problem

Post by Tansy Firedragon on January 8th 2017, 4:43 pm

And the user reply:
"I am using is Safari, thats the only option with apple mac . I have gone in via google and problem is the same. Yes my lap top is up to date with apple updates . only seems to be th forum which i had no problem with at all until the graphics change"

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Solved Re: Apple Mac image problem

Post by APE on January 8th 2017, 7:33 pm

ok the browser is still a thing i want to look more into as Safari is not the only app browser that apple use there is away to download firefox and google chrome.

Before i can report this as a bug on the imaging host side i use google chrome on my ipad and all apps are the same on the apple systems.



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Solved Re: Apple Mac image problem

Post by BlackScorpion on January 8th 2017, 8:27 pm

@Tansy Firedragon wrote:And the user reply:
"I am using is Safari, thats the only option with apple mac . I have gone in via google and problem is the same. Yes my lap top is up to date with apple updates . only seems to be th forum which i had no problem with at all until the graphics change"

Have the user clear his browser 's history (cache) ALso advise him he can use any browser with the Mac not just Safari, he can use Google Chrome, Firefox ,Brave , he is not limited to Safari, I know personally i use a Mac.

As you can see the images load up for me in Safari, the problem is on his end. He just need to clear his cache.


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Solved Re: Apple Mac image problem

Post by Tansy Firedragon on January 8th 2017, 10:29 pm

The first thing I advised was to clear her cache which she says she has done and it hasn't made any difference for her?

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Solved Re: Apple Mac image problem

Post by SLGray on January 8th 2017, 10:40 pm

Do you have the delete forum's cookies link activated? If yes, ask the member to click it.


When your topic has been solved, ensure you mark the topic solved.
Never post your email in public.

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Solved Re: Apple Mac image problem

Post by Tansy Firedragon on January 9th 2017, 10:19 pm

The member has used the 'delete all forum cookies' link then logged in again but still no images - they are all still question marks.

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Solved Re: Apple Mac image problem

Post by BlackScorpion on January 9th 2017, 11:38 pm

Only thing left for her to try is restart the computer and zapping the PRAM, that should erase anything being held in memory.
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Solved Re: Apple Mac image problem

Post by SLGray on January 10th 2017, 3:29 am

Is this member browsing your forum while in private mode?


When your topic has been solved, ensure you mark the topic solved.
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Solved Re: Apple Mac image problem

Post by Tansy Firedragon on January 10th 2017, 9:25 am

Thank you BlackScorpion - she asks how you zap the PRAM, sorry to be a pain but could you give instructions? To be honest I am not sure she has been using a Mac for very long as she seems unaware of how to work with a lot of things.
SL Gray - she was logged in as a member whilst viewing the forum.

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Solved Re: Apple Mac image problem

Post by DustyBones on January 10th 2017, 9:59 am

@Tansy Firedragon wrote:Thank you BlackScorpion - she asks how you zap the PRAM, sorry to be a pain but could you give instructions? To be honest I am not sure she has been using a Mac for very long as she seems unaware of how to work with a lot of things.
SL Gray - she was logged in as a member whilst viewing the forum.

Here's how to reset your PRAM:
1. Shut down your machine. Yes, all the way down, not sleep or logging out.
2. Press the power button and then press command-option-p-r.
3. Hold those keys down until your Mac reboots again and you here the startup chime.
4. Let go of the keys and let your Mac reboot normally.
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Solved Re: Apple Mac image problem

Post by BlackScorpion on January 10th 2017, 5:46 pm

@Tansy Firedragon , your welcome, just follow Dusty's instructions. Thanks You @DustyBones!
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Solved Re: Apple Mac image problem

Post by SLGray on January 10th 2017, 9:47 pm

I mean while browsing the Internet was the member using private browsing.


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Solved Re: Apple Mac image problem

Post by Tansy Firedragon on January 11th 2017, 9:17 am

Well a huge thank you to you all - the issue is now sorted.
She couldn't work out the instructions to clear the PRAM (don't think she is very computer savvy...)
So I re-suggested she try a different browser (she was unaware you could use anything other than Safari on a Mac) and downloaded Firefox and now she can see all the images! Wish she had listened to your original suggestion to do that in the first place!
Anyway - thank you for all your help and support.

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Solved Re: Apple Mac image problem

Post by APE on January 11th 2017, 4:37 pm

I would like to thank All the members that helped in this thread.

THANK YOU Love
Problem solved & topic archived.
Please read our forum rules: ESF General Rules



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