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Applies to Product - Power Pages


What’s happening?
Icons in Power Pages are not displaying correctly, appearing as empty square items instead of the intended images.


Reason:
This is related to the configuration of the rich text editor used in the Knowledge Article forms. New articles created with the updated rich text editor save images in a different location (msdyn_richtextfiles) compared to the legacy rich text editor, which saves images in the msdyn_knowledgearticleimages entity. 


Resolution:

  1. For Knowledge Articles, consider using a different form that utilizes the legacy rich text editor to ensure images are saved in the correct location.
  2. Follow the documentation to edit the updated rich text editor configuration to align with the legacy settings.
  3. If icons are not displaying on the Power Pages website, check for any recent changes or updates that may have impacted the functionality.
  4. Verify that the issue is not related to CDN resources, as this has been identified as a potential cause in similar cases. If confirmed, the product team may need to mitigate this