Issue while loading Screenshot Attachment: "Upload" button is inactive

[Anna_Liubimova@epam.com]

Hi everyone!

Has anyone ever run into the following issue and maybe even know how to come around it? The issue occurs when loading an attachment file (link at screenshot) into a comment at an existing Jira task (or while editing its description). When I try to insert a link at my image file I see the pop-up "Attach Screenshot" with its preview, but the button "Upload" is inactive for a long time (sometimes more than 1-2 minutes).

I occasionally run into this problem and still don't know how to manage it. The situation does not depend on my browser, network, speed of the Internet and so on, I have investigated the supposition.

Thanks in advance for your help.

[Andy Heinzer]

I have not seen this problem before, but this sounds very strange.  Are you using Jira Cloud or Jira Server?  If Jira Server what version of Jira is this?

I would also be curious to learn what plugins you might be using with Jira.  It could be that one of more of these might be having an unexpected affect on this behavior.   One way to try to troubleshoot this would be to try to disable your user plugins in Jira and see if you can recreate this problem.   If this is a production instance, you might not want to do this as doing so would prevent other users from using those plugins while disabled.  In which case a staging instance would be helpful to test on.

It might help to try to Generate a HAR file when this happens.  This is a sort of log of the web requests made by your browser against the site.  If there is a bad request, or the site doesn't respond, that HAR file might also give us clues here.

Additionally, if you can recreate this problem and your using Jira Server, it might help to take a closer look at the logs of Jira when this happens  $JIRAHOME/log/atlassian-jira.log  This file might contain some stacktrace or warning that could help us better understand what might cause this.

[Anna_Liubimova@epam.com]

Hi Andrew, thanks for the answer. We are using Jira Cloud and as far as I know, we have one plugin - Zephyr. I will generate a HAR file next time I run into the issue.

[Anna_Liubimova@epam.com]

Hi @Andy Heinzer , I have generated HAR file, please go to link https://yadi.sk/d/F3pfhUWGPKyQBA

I have also noticed that when I try to upload any screenshot there are some 404 statuses in browser console (requests to https://api.media.atlassian.com/chunk/...), "pending" at first and then 404, I've made a screenshot as well:

404 appears in each case of uploading a screenshot. 

Please let me know if you need any other details/information.

[Andy Heinzer]

I found a related support case that had a similar error:

This usually happens when the access to the IP address/Domain is being blocked on the network. In order to confirm that, if you allow me I would like to ask you the following:

1. Could you try to test access the same Jira issues from a different network? From your home maybe?
2. Could you get in touch with the network team and check for logs and rules of your firewall related to the domain api.media.atlassian.com?

We usually share this reference documentation Atlassian Cloud IP ranges and domains with network teams to ensure access is maintained to Atlassian Cloud products.

It sounds like it might be something in your network environment that is blocking access to this resource.  So far I have not been able to replicate this problem. 

How often do you see this problem?  Is it every time, sometimes?

Have you been able to try using a different network?

[Anna_Liubimova@epam.com]

Hi @Andy Heinzer, thank you for the response.

I have just checked your suggestion:
I used my own personal network and the problem is reproduced in the same way.
I also noticed strange regularity, maybe it might help to figure out the issue:
When I try to upload any new screenshot to Jira comment, every time at first in the console there is a status code 404 "Not found" for the request URL: https://api.media.atlassian.com/chunk/.. And only after that, the status code is 204 and 201 for the same request (please, look at attached screenshot)
It happens all the time for any new screenshot.
(If I try to upload the same screenshot the second time - there is no status code 404 anymore).
It looks like the "Upload" button is inactive in the interval between sending the request to https://api.media.atlassian.com/.. and receiving the first answer (Status code: 404). The interval might be a few seconds or a few minutes.

[Anna_Liubimova@epam.com]

Hi, @Andy Heinzer 

Do you have any news on my case? I will be glad to provide necessary clarifications, details and so on or answer related questions. Please feel free to ask.

[Andy Heinzer]

Sorry I have not been able to find anything more concrete in regards to this problem.  I have created a support request with our cloud support team on your behalf.  Please see the case in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-457189