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Article ID: 2753594 - Last Review: May 7, 2015 - Revision: 8.0

Symptoms

Embedded images in email messages are missing and replaced by a box that contains a red "X" character in Microsoft Outlook. Additionally, the following error message is displayed in the email message:

The linked image cannot be displayed. The file may have been moved, renamed, or deleted. Verify that the link points to the correct file and location.

Important This article contains information about how to modify the registry. Make sure that you back up the registry before you modify it. Make sure that you know how to restore the registry if a problem occurs. For more information about how to back up, restore, and modify the registry, click the following article number to view the article in the Microsoft Knowledge Base:
322756  (http://support.microsoft.com/kb/322756/ ) How to back up and restore the registry in Windows

Cause

This problem occurs because the images are blocked. This occurs if there is incorrect data for the Cache value in the following registry subkey:

HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders

Resolution

Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall the operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.

To resolve this problem, use the following steps to manually edit the data for the Cache value in the registry.
  1. Exit Outlook if it is running.
  2. Start Registry Editor by following the steps for your operating system.
    Windows 8.1 or Windows 8
    On the Desktop, press the Windows logo key+X, click Run, type regedit in the Open box, and then press Enter.
    Windows 7 or Windows Vista
    Click Start, type regedit in the Start Search box, and then press Enter.

    Note If you are prompted for an administrator password or for confirmation, type the password, or click Allow.
    Windows XP
    Click Start, click Run, type regedit, and then click OK.
  3. Locate and then select the following registry subkey:

    HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders
  4. Change the Cache value to the default value that is appropriate for your version of Windows.
    Windows 8.1
    Name: Cache
    Type: REG_EXPAND_SZ
    Data: %USERPROFILE%\AppData\Local\Microsoft\Windows\INetCache
    Windows 8, Windows 7, or Windows Vista
    Name: Cache
    Type: REG_EXPAND_SZ
    Data: %USERPROFILE%\AppData\Local\Microsoft\Windows\Temporary Internet Files
    Windows XP
    Name: Cache
    Type: REG_EXPAND_SZ
    Data: %USERPROFILE%\Local Settings\Temporary Internet Files
  5. Exit Registry Editor.

More information

To work around this problem, start Outlook in Safe mode. This prevents the problem from occurring for that Outlook session, even if the registry Cache value is configured incorrectly.


Applies to
  • Microsoft Outlook 2010
Keywords: 
kbsurveynew kbtshoot kbexpertiseinter KB2753594
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