Rovo stopped reading images and returns empty for upload png

[Kamil Leszczynski]

Hi everyone,

Have anyone encountered an issue recently with Rovo being unable to read your screenshots?

Here is a summarised issue:

• Symptom: UrlReadTool returns empty/null response for uploaded PNG/JPG files
• No error code or message – silent failure
• Regression – worked previously (confirmed 2026-06-11)
• PDF text files and Google Sheets URLs work correctly
• File URL format: file://user/fileupload/{uuid}

Really appreciate your help! Thank you in advance!

[Yashodip Jadhav · Accepted solution]

Hi @Kamil Leszczynski , Welcome to the Atlassian Community,

The fact that it works intermittently makes it even more likely that this is a platform-side issue rather than a problem with the image files themselves. If the same PNG or JPG is sometimes processed correctly and sometimes returns an empty response, it doesn't seem to be a file format or permission issue.

It sounds like the image analysis service may be failing intermittently or timing out in certain cases. Hopefully, Atlassian can investigate whether there has been a recent change affecting image processing reliability in Rovo.

Best,
Yashodip Jadhav.

[Dr Valeri Colon _Connect Centric_]

Welcome to the community @Kamil Leszczynski Image understanding in Rovo Chat is a supported capability, and Rovo can analyze uploaded images and extract text from screenshots. Since you're seeing intermittent success and the behavior changed recently while PDFs continue to work, this sounds more like a regression or service issue. I'd recommend raising a support ticket with sample files, timestamps, and tenant details so Atlassian can investigate the image-processing pipeline.

[Kamil Leszczynski]

Sometimes Rovo is able to read the image but most of the time he is not