If you replace a file in the file manager with a new version using the same file name, the cause is almost always the browser cache: the CDN is already delivering the new file, but your browser is still displaying the old version stored locally. This affects, for example, banners in email templates.

What happens when you replace a file?

As soon as you upload a new file using the same file name, the system automatically sends an invalidation signal to the CDN. From this point onwards, the following applies:

• New visitors receive the new graphic immediately.
• Requests with a cache-busting parameter (for example, ?nocache at the end of the URL) also receive the new graphic immediately. If the URL with the parameter displays the new image, invalidation in the CDN has been completed successfully.
• Visitors who have already loaded the old image will continue to see it until their browser requests the file again. The browser cache duration (TTL) for media files in the file manager is 7 Tage by default. This applies to all tenants; there are no tenant-specific settings.

PlentyONE has no access to the local browser cache of your visitors and recipients. Manually invalidating or republishing the file does not change this.

How to ensure that everyone sees the new graphic immediately

When replacing a graphic, use a new file name with a version number. This is particularly recommended for time-critical changes to email banners or teasers, as email clients often cache images very aggressively.

1. Name the new graphic with a version number, for example teaser-2_v2.jpg instead of teaser-2.jpg.
2. Upload the graphic to the file manager.
3. Change the image link in your email template to use the new file name.

As the URL is new, there is no older cache entry. All recipients receive the current image immediately.

When should you contact Support?

If a device that was not previously involved still displays the old image after 7 Tage have elapsed or after completely clearing the local browser cache, please contact Support.