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Why have some of my images disappeared and why is the Add Image, Video, or File tool grayed-out?

Why have some of my images disappeared and why is the Add Image, Video, or File tool grayed-out?

I'm editing the second release of a document I first "published" almost 13 months ago. By "published," I mean saved to PDF and gave to engineering to make available for customers through our application's Help menu.

Yesterday, when I opened the source file, the Add Images. Video, or File tool was grayed-out in the toolbar of the document I'm updating, but perfectly visible in other documents I'm working on:

Toolbar -- no Add Image - ed.png

After we checked my permission settings (and changed nothing), the tool magically came back and I added four images. When I went back to the Confluence source file today, the new images were gone: Missing Images.png

I would appreciate any guidance anyone could offer on the missing tool and/or the missing images (the two issues MUST be related.)

Thanks,

Davis Smith

1 answer

2 votes

Hello @davis_smith

Check More actions (...) → Attachments → Files. If the images are listed and downloadable.

Also try an incognito window, or have IT check if a VPN or firewall is blocking Atlassian’s media domains. If they are listed but broken, contact Atlassian Support.

The behavior you're describing sounds buggy so Support should take a look on that.

Best,

Arek🤠

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Thanks for responding, Arek.

My ellipsis (...) doesn't give me an Attachments option, nor anything that seems analogous. I thought it was the version of Confluence I had, but I just confirmed I'm using Confluence Cloud. I'll see if Rovo can figure it out.

Regardless, you told me more about how Confluence works than I knew. You educated me. Thank you!

Best,

Davis

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Like • Anwesha Pan likes this

Thank you, Arek. I genuinely appreciate your response, even though it didn't solve my problem.

What I DON'T appreciate is Atlassian's insistence that I mark your suggestion as the correct answer to my problem without providing an easily visible option to say that I still need help. I'm certain your answer is correct in most situations, just not mine. Atlassian needs to get it through their heads that life isn't all sunshine and roses. I need help and they are decidedly NOT providing it. Instead, they just want to hear how wonderful and magnificent their product is. Confluence IS wonderful; I truly like using it EXCEPT on those few occasions when I run into problems, because ATLASSIAN DOES NOT PROVIDE GREAT, GOOD, OR EVEN MINIMALLY PASSABLE CUSTOMER SERVICE. I've said it before and I'll keep saying it until it changes; Atlassian only cares about customers until they have our money; then we're on our own.

Thanks for letting me vent. Maybe they heard. (I'm not holding my breath.)

Again, thanks, Arek.

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Like • Arkadiusz Wroblewski likes this

I understand you but why you havent wroten an Ticket ?

Problem is, if thats some kind of backend Bug, Community won´t be able to solve it.

You should try to Adress that to support.atlassian.com

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Yes, I've been wasting time hoping someone else had run into the problem. I'll enter the ticket now.

Again, thanks for your much appreciated input.

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Why have some of my images disappeared and why is the Add Image, Video, or File tool grayed-out?

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