Attachments taking long time to load

[Singh_ Komal]

We have noticed across our organization that attachments in Jira are taking a very long time to load previews. This issue is sometimes fixed when refreshing the page, however the issue has been persisting since last week. This issue seems to be affecting both Edge and Chrome. 

[James Gamble · Accepted solution]

Hola Komal,

Since this is affecting users across your organization in both Edge and Chrome, I wouldn’t focus too heavily on browser compatibility. That pattern points more toward a Jira Cloud service issue, a problem with your organization’s network path, or the attachment preview service itself.

I’d first compare a few different cases. Check whether the delay affects all file types or mainly PDFs and Office documents, whether downloading the attachment is also slow, and whether the same attachment loads normally from another network, such as a mobile hotspot. If downloads are fast but previews are slow, that suggests the issue is with preview generation or rendering rather than attachment storage.

I’d also open an Atlassian Support case and include a few affected work item URLs, attachment types and sizes, the approximate load time, when the problem started, and whether refreshing consistently fixes it.

Thanks,

James

[Tinker Fadoua]

Hi @Singh_ Komal 

• How big are the attachments?
• is it a behavior seen even with small attachments?
• When did this issue start happening? Did you make any change within your site?

Some elaboration would be very helpful.

Best,

Fadoua

[Singh_ Komal]

Hello @Tinker Fadoua 

The attachments are mostly PDF and DOCX files. The attachments are around 1.2-2.5MB. This issue has been happening since the past week and a half. No, we did not make any changes in our site. 

[Tinker Fadoua]

It is weird because the size is not even big. I found the following:

• File Name Special Characters: Special characters or specific formatting—such as dashes (-) or brackets—in .docx and .pdf file names can break the file path translation, leading to a "Failed to Load" preview error

Do you have any specific naming convention for the files?

Best,

Fadoua

[Singh_ Komal]

Ah yes, the files do contain brackets or underscores for the most part. It's also weird though that only a bunch of people in the organization have reported this error, however I, myself, have not been able to encounter it. The workaround we have found is that simply downloading the files are instant and can be viewed easily and it is way faster than waiting for the preview window to load. 

[Tansu Akdeniz]

Hi @Singh_ Komal 

Latest browser versions should be supported but please check out this page: 

• Supported browsers for Atlassian cloud apps

Also, check if there is an ongoing incident: https://status.atlassian.com/

For further investigation, I would recommend contacting Atlassian Support via: https://support.atlassian.com.