Item images being cut off in my online shop

[spartridge]

The shape of my item images is set to "square" and the images are square but the bottom of the image is being cut off so the top 80% or so of the image displays as a rectangle. This is a recent change. For several years before this, the images were being displayed properly. What changed and how do I fix it? I need the customers to see how the product will actually look. 

Edit: this screenshot shows what I'm talking about. The thumbnail on the left shows the image correctly, but the larger image is cut off at the bottom. 

[spartridge]

@BernadetteA Thanks again for your help. I wanted to update the situation - just today the images started displaying correctly, although at a larger size than before. But this is a great improvement. 

[BernadetteA]

This sounds promising! I can also confirm from my end that the tails do not cutoff no matter what size I resize the browser window to. 🙌  

Still trying to get confirmation on what exactly happened here, but it sounds like maybe a code tweak was updated? 

[spartridge]

@BernadetteA I noticed a div I screenshotted before assigned to the class "carousel product-gallery__carousel has-carousel-navigation" was changed to height and width 100%. 

[spartridge]

Thanks @BernadetteA That's what I did with I recent item I posted, because I needed a customer to see the whole image, but I'm going to wait before I do that to all my items. There are hundreds of them. I don't want to edit every item and then realize the problem got fixed and then repost all the original images. 

[BernadetteA]

Totally understand! That would be a lot of manual work if it turns out to be something our engineers can easily fix. Teams are light on the weekend, but I'll do my best to get some info on this in the upcoming week. 

Thanks in advance for your patience! 😊

[spartridge]

@BernadetteA Thanks for helping!

[BernadetteA]

Hi @spartridge 👋

Just wanted to check-in with you. I'm no longer seeing the image cut-off when I re-size the browser. The large, light box view is also showing the image properly. 

Can you please confirm on your end? 

[spartridge]

Hi @BernadetteA 

Thanks for your help. It's still behaving the same over here.

[BernadetteA]

Hi @spartridge 👋

I wasn't able to find any other reports of this happening. Can you try changing the image ratio to a different option, then change back to the one you were originally using and testing?''

If it still is not working after trying this, I recommend reaching out the support team directly so a rep can troubleshoot this further with you. They can also consult with the advanced support team, and can escalate further if needed.

[spartridge]

@BernadetteA One additional detail: I switched from Windows 10 to Windows 11 recently. Like I said, I had no issues in the past. Could the new operating system have made a difference?

@taylorandjones Did you upgrade to Windows 11 recently by any chance?

[taylorandjones]

Hello @spartridge I have not upgraded to Windows 11 – I work on macOS.

@BernadetteA I observe the same behavior as @spartridge – on desktop viewport, when the item image max-height is manually changed in the inspector from 580px to 620px or 100%, the entire image is in view.

Live page – image is cutoff at bottom.

Inspector code change with full view image – screenshot is attached.

Thank you for working through this with us.

[spartridge]

Ok @BernadetteA, I changed it to 3:2 and then back to square. The images were badly cut off at 3:2 naturally, and then cut off the same as before when I went back to square or 1:1 (that is to say they were cut off some at the bottom like in my screenshots). 

There is one other person at least with this same issue or a similar one that posted on this thread. Here is a page from their site:

https://www.taylorandjones.com/product/lake-placid-view-from-whiteface-mountain-one-of-a-kind-origin...

On my end it's still cutting their images off (there are screenshots in the thread). One detail I noticed is that it cuts off the rounded corners at the bottom, if that gives any clue to how the problem is happening. 

How do I contact the support team? I called a support rep twice - is that what you mean? They were unable to replicate the problem on their end and so couldn't help. 

Did you see this screenshot?

The highlighted div contains my image. When I changed the max height from 580px to 620px it fixed the problem. Is that of any use?

[BernadetteA]

Thank you both for the additional information. I couldn't see the cutting off on the other site at first, but I see it now. It's very subtle which may be why the support rep you spoke with couldn't reproduce. 🤔

Reporting through the support team is the best route to take, so I encourage both of you to try once more. I will also see what I can do from my end to get eyes on this. 

If you do speak with support, please let me know the case number so I can add internal notes to the case!

[taylorandjones]

Hello @spartridge @BernadetteA @PartyManiaMD @Gold 

I am also happy to report that my product images in the carousel are now completely in view. 

Screenshot is attached.

So grateful for everyone taking time to document the details to arrive at a development resolution 🙂

product image in full view Feb 20, 2023