Catalog Portal Images Frequently Disappear for Catalog ItemsIssue Images for certain catalog items on the MyIT (Service Portal) are frequently disappearing in both test and production environments. The issue recurs even after re-uploading the images and is not isolated to a specific set of catalog items.SymptomsImages not visible on the catalog portal for multiple catalog items.Issue affects both test and production instances.Re-uploaded images disappear again after a short period.Images appear in the sys_attachment table but not on the portal view.Some images are corrupted or inaccessible.Domain-specific behavior noticedEnd users are unable to view or access affected images.ReleaseApplies to all supported releases.CausePossible causes include: Domain mismatches (image or catalog item not set to the correct domain).Portal caching issues.Corrupted image files.Browser cache conflicts.Attachment visibility or ACL restrictions.ResolutionFollow these steps to troubleshoot and resolve the issue: Clear the Browser Cache Have affected users clear their browser cache and reload the portal. Verify Domain Alignment Ensure both the catalog item and associated images are assigned to the Anglian Water domain (or correct target domain). Re-upload Images Upload a fresh version of the image directly to the catalog item and verify visibility in the portal. Restart the Instance (Test Environment Only) If the issue persists in the test instance, perform an instance restart during non-business hours to resolve potential cache corruption. Monitor Post-Restart After restarting, confirm if the images remain consistently visible across sessions and users. Share sys_attachment Sys_id For affected catalog items, gather the sys_id of the image from the sys_attachment table and attach it to the case for deeper investigation. Schedule a Support Call (if unresolved) If the issue persists despite the above steps, arrange a call with the support team to walk through the symptoms and conduct live troubleshooting. Additional Notes Repeated image loss may indicate issues with underlying CDN caching or misconfigured content delivery behavior.Consider checking ACLs and security constraints on the sys_attachment table if visibility is inconsistent across roles or domains.Related LinksImage not getting loaded for some of the users in Portal Home Page Troubleshooting Service Portal customization Issues Images associated to Catalog Items are not displayed in Service Portal Users cannot see images uploaded to knowledge articles, they appear as null but can be downloaded