Why is an image or video not coming through?

Q: Why is there a strange icon instead of an image or a 0-second video in an issue or Task Form?

A: This likely has to do with the device Settings. Here are troubleshooting tips. 

iPhone: 
  1. Go to Settings; Photos; scroll down to Transfer to Mac or PC; choose Automatic instead of Keep Original. 
  2. In Settings Camera go to Formats and choose High Efficiency. 
  3. In Settings Camera; Record Video make sure the device is set to 1080p HD at 30 fps.
Android:
  1. Go to Settings and change the Attachment Download Behavior setting from Always to Automatic.
Note: Images can not be uploaded from the Cloud into Operto Teams