Issue recorded with Snipping tool, Snagit, Browserstack are unable to upload in jira

[Renuka Shige]

We are currently facing an issue with video uploads in Jira tickets. When we upload a video, it either fails to upload or, in some cases, appears, and after refreshing the page, it does not work. However, even after it becomes visible, the video does not play at all.

We have tested this across multiple recording tools and environments, including:

• Snagit
• Snipping Tool
• BrowserStack recording
• Android devices
• iOS devices

Unfortunately, none of the uploaded videos are playing within Jira.

Could you please advise on the following:

1. Any troubleshooting steps to resolve this issue
2. Whether any specific Jira add-ons or plugins are required for video playback
3. Any free or recommended tools that generate video formats fully supported by Jira

Your guidance will be highly appreciated, as this is impacting our ticket documentation workflow.

Note: This issue has been facing from yesterday (13-May-2026)

Thank you,

--

[Brittany Soinski]

Hi Renuka!

Welcome to the Loom community 😀

Loom videos directly integrate with Jira. Check out this bug reporting workflow:

https://www.loom.com/share/dad5edf154924a37ae3c2456a9b3c90f

If you need support with other video types in Jira and are running into an issue, please reach out to the Atlassian support team via ticket. https://support.atlassian.com/