How to fix attachments preview or download issue for me?

[Mher Daghbashyan]

I can not get any attachments from the Jira tickets, the URL worked for other users, but for me, it is not working.  
I have seen this message whenever trying to preview a file.
"Something went wrong.

We couldn't generate a preview for this file.

Try downloading the file to view it."

The download is also not working.

Thank you.

[Hans Polder _Devoteam_]

@Mher Daghbashyan ,

Welcome to the Community!

Generally speaking, you need to have permissions to view issues in Jira. It could be one of the reasons that it's not working, but we can try a few things to rule things out. Especially since you mentioned that it IS working for other people, that would be my first guess.

You're saying 'the URL worked for other users'. Is this URL directly leading to the attachment in question, or to the ticket where the attachment is present? Could you maybe share a (redacted) screenshot so we can get a better sense of the situation?

Also, do you happen to be an admin in this environment, or are you a regular user?

[Mher Daghbashyan]

Hello, I am a regular user. But this URL works for me with the mobile browser, it is not a permission issue, I have access to this from other devices, but it is not working from my laptop.

Also, I can not download. This issue is for all tickets. 

[Hans Polder _Devoteam_]

@Mher Daghbashyan ,

Good to have ruled that out. Since it's working from another device, that definitely rules out any permission issues, indeed.

Have you tried using another browser on your laptop, or clearing your cache (of all time)? In that case, this seems to be more like a caching/local issue on your device.

[Mher Daghbashyan]

Hans Polder, 

I have investigated and found out that when I have connected to another network with Cisco AnyConnect VPN, the attachments show, that my local IP address is still blocked. How I can fix this issue, to see attachments without a VPN connection?

[Mher Daghbashyan]

Other browsers also not working. (Microsoft Edge, Fierfox). From the inside VMware workstation also not working.

[Hans Polder _Devoteam_]

@Mher Daghbashyan ,

This problem sounds like something your IT department should help you with. Maybe they have set restrictions somewhere. 

I don't know any part in Jira Cloud where this could be configured by any Admin action. In case they don't know, please ask your Jira Admins to create a support ticket with Atlassian to find out more... But likely they will also point to a localized issue that they can't support with.

[Mher Daghbashyan]

Thank you.