Images show "Preview unavailable" for no apparent reason (was working yesterday)

[Thomas M_ Lee]

Hey David. I don’t use Figma. I’m downloading annotated screenshots from Zight. My image files are relatively small jpgs (350 KB or so). I have 100+ images in my documentation, and to me it looks like the files are all gone as every page shows no file associated with it. I can add a new image and it shows up just fine. But do I want to do that over 100 times and just have the same thing happen again? Or do I want to look for an alternate platform for my documentation?

[David Hopper]

I had some success with making file sizes smaller, see the copy and paste(resize)x 2" hack listed above. might be useful, I'm curious if this can work for others. 

[Thomas M_ Lee]

Looks like I’m joining others who have experienced the image “preview unavailable” issue. This is the case with all of our PNG and GIF files. We have 1 JPG visible. 90% of the pages with these images are over 1 year old and have been working fine. The problem is consistent on Mac Safari and Chrome and on iPad Safari and Chrome. Is there any hope of getting help on this? From reading this thread it seems to be a persistent issue. Right now all of our documentation, which heavily relies on screenshots, is nearly useless.  🙁

[David Hopper]

I found a work around, basically reduce the file size, by copying as png, copy that copy, if needed scale down = smaller file size.  I left a comment on 09/25 below. worked for me might work for you. 

[marketruler]

I am having this issue with a customer as well on Chrome on Windows.

Appears to still not be fixed. 

[David Hopper]

I found a hack! lets see if it holds up though.

Assumption: Jira does not like "big" image files. when Jira gets a big image that goes beyond a certain threshold the preview will not be available. 

Solution: Reduce the image file size.

a) So if you work in Figma like I do, and select copy image as png it can produce a fairly large image file. 

b) its a two step process in Figma. 

1) Select (like normal) and convert to PNG

2) Paste that PNG into the same figma file, (it should be much smaller file size now) if not resize it to. smaller size. 
3) The important step!, copy "the copy" as a PNG. The file now has a MUCH smaller size. 
4) Paste the "PNG copy of a PNG copy" into Jira.   

This seemed to work for me. I'd be curious what others experience when trying this method. 

[Karim]

Same here

[Hamed Samadi]

We still see the issue even we use jpg format images.

[Madeline Rosenberg]

Can confirm opening the png in paint, saving it as a jpg, and putting adding it to Confluence solved the issue for me. Thanks @Akira Togawa 

[madhur.raj]

@atlassian team, I see the problem too while I try to load a gif file . I see this problem has been lingering past couple of years and no resolution. Is there anyone looking at this issue? 

[Glenn Simpson]

Same issue here.  In our case, it seems to happen on one request type but not another.

[Hamed Samadi]

We are getting the same issue. That's interesting this issue has been there from almost over than a year and great team in Atlassian haven't acknowledged it properly. Great job! keep doing what you are doing. :D

[Megan Danis]

We are experiencing the same issue. It is the first time it has happened. The file is a .jpg format. 

[Ross Lindell [Information Officer Pte Ltd]]

So the solution here is to raise a ticket with Atlassian Support?

[Dave Duijvekam]

We got the same issue  :(

[donhames]

We had the same problem. After speaking to an Atlassian engineer, they refreshed their backend, and it started work for us immediately. I would suggest asking for support for the same. It has been fixed.

[Frederik Hellstern]

Same issue for me. Any solutions on how to fix it?

[Koushik Kota]

I am having the same issue. Any workaround? 

[Jared Wesley]

The same issue taking screenshots from my Mac and uploading them. 

[Owen Wallis]

@Chris Cotton @donhames I've moved on to a different team, but I've let the media team know this looks like its still an issue

[Erica Vorsay]

Hi Pierre - for Jira, if you are using customer portals, you can see the images there. Not much help if you are in Software projects mode
Cheers,

[Erica Vorsay]

For anyone with this problem in Jira, and using the customer portal functionality, you can see the images from the portal. 

[donhames]

The ticket is closed, but the issue is not fixed. We have teams with over 5,000 images, and they all have the "Preview Unavailable" Can this issue be reopened? We still need a fix. We are in the Cloud. Thanks.

[Conor Kelly]

We sometimes are getting the same issue. I have noticed that if you give it some time the images eventually display.

[rochellesaldanha]

Is there any fix proposed?