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Can't upload images!

Lisa McDowell Elmer

Copy + Paste is not loading images. It looks like it works, but then a placeholder image appears in the Attachments section. Nothing appears in the comments.

Attaching a saved image file results in the same issue.

Anyone else having this problem right now?

Accepted answers

All comments

unknown

I'm experiencing the same,

trying inline copy/paste in new issue view ("failed to load" message),
have also tried clicking on the image icon and uploading from my pc (looks like it is uploading but never saves the image),
have tried Chrome and Firefox.

Two images I uploaded previously have the greyed out preview placeholder like Lisa mentioned. If I click on the placeholders it expands to see the image.

Laura Carper

I'm having the same issue - can't find a solution currently.

unknown

I put a bug in with Atlassian and they responded that this is a known issue and they are working on it. This is a link to their support issue https://status.atlassian.com/incidents/hr2vwvt9lfbh

Lisa McDowell Elmer

Thanks David!

unknown

They say it is fixed but I still can't copy/paste inline. Paper clip attachments are fixed.

BJ Black

JIRA cloud will let me (begrudgingly) attach images to bugs, but the Save button is greyed out any time I try to upload an image into a comment. The upload works (gets an error at first but eventually retries OK, but I can't Save the resulting comment.

Then:

Then finally:

Note that I can't save, despite the fact that the image is showing OK.

Howard Kistler

My experience as well. The feature remains broken no matter how I try to include an image.

Sinead_Barry

this is my experience as well. its so frustrating

Howard Kistler

I was able to finally add images to a JIRA issue's comments by editing the comment itself hours later and using the Upload Images dialog (the same dialog that didn't work when creating the comment). This is certainly not consistent or reliable behaviour and needs to be fixed across the board.

Uladzimir Poddubny

Have the same issue - can't upload images in comments.

P.S. What the hell is going in Atlassian last years? I know it sound unprofessional but it's not the first issue which I face when using Atlassian products, and these issues have been there for years! Seems like nobody cares.

Asim Shakour

I am starting to have this issue again. It had subsided for a couple days but back aaaagain

Sergio Clares

Me too. Unable to paste an image in the comment.

Archie Smith_hnthux

I am also having the same issue. No one found a fix?

unknown

Same here. I find that when I take a screenshot (.png) on a Windows laptop, send it to my MacBook and then upload that to a comment in Jira, works just fine.

However, when I take a screenshot using my MacOS screenshot tool (.png), my upload to a Jira comment fails. When I hit "Retry" the image appears it might have uploaded (other than being slightly grayed out) but hitting Save just results in an error and gives me the option to retry again. Screen Shot 2020-04-17 at 7.02.46 PM.png Screen Shot 2020-04-17 at 7.03.12 PM.png

Shayan Ebrahimi

This is happening to me as well, I wonder if all of us here has recently accepted JIRA Software "New Look" ?

david.klempfner

I'm also having this issue when I use Chrome. If I use IE11 it works fine, even though I got a notification saying IE11 isn't supported by Jira anymore.

James_Becker

Having exactly the same issue, Chrome on macOS with screenshot .png files.

Josephin Crichton

I'm not able to upload images, attache files to a ticket in the description nor on comments either. This is really impacting productivity and efficiency. Hope this can be fixed soon!

Owen Wallis

Hi everyone,

I'm the Product Manager in the Media team at Atlassian. I look after the attachments and images experience across Jira and Confluence.

Thanks everyone for your comments. I totally understand the frustration. Especially at the moment when many of you are working from home, balancing work with looking after children, or are worried about your jobs. Having such a key piece of functionality not working is not great at all.

The feedback you gave me here helped me push for a fix with the Jira team. As of 10pm Sydney time last night we put up an initial fix for the upload issues you've been seeing. I checked the analytics again this morning and it appears to have resolved many of the issues.

We do have another fix that the Jira team are helping us on which we think should resolve the final set of upload issues we are aware of. These relate to when you leave a browser window open for a long period of time, come back and try to upload, but then see the upload fail. We added in a similar fix for Confluence recently which greatly reduced upload issues so I'm hoping we'll have the same success in Jira. A fix for this should be coming in the next couple weeks. In the short term refreshing a page which has been open a long time before uploading is the workaround.

Again my apologies for the frustrations around uploading. Specifically in the last couple weeks things have got really bad. I'm sorry it took so long for us to identify this.

On a side note I know many of you are having issues with the attachments experience when viewing issues. We are actively working on improving this. We're working on a table view for attachments in Jira, we're working to fix previews for Microsoft Office file formats and other files which currently fail to show a preview, and we're working on adding more useful context to the thumbnails of attachments that you see in issues.

If you'd like to talk to me on the above, or on any other issues related to attachments or Media then please feel free to find a time with me: https://calendly.com/owallis/

Thanks

Owen

Duncan Palmer

This functionality was working again for me at around 11 pm AEST, so thank you.

James_Becker

The communication is greatly appreciated, thank you!

Brexton Popejoy

That's when it started happening to me. I switched back to the old view on a ticket (from the menu in the top right) and was able to upload an image just fine. Then I switched back to new view and was able to view image.

Brexton Popejoy

I'm still having this issue with the new UI. Has the fix you mention been applied everywhere?

I'm able to upload just fine when I switch to the old UI.

Jorge Aranda Fernandez

What I did and worked for me, was drag and drop directly to the comment (.jpg) and then save.

Chris Albanese_ooowcu

This worked for me, thank you. browser: firefox, attachment: .png

Harish Supe

This irritating behavior still continues when editing comments.

JIRA v7.3.0 + Windows 10 1909 + Chrome Version 83.0.4103.116 (Official Build) (64-bit)

Copy + paste and image, the image shows in the edit box.

Save the comment image turns in to Unable to render embedded object: File (image-2020-07-06-08-56-57-764.png) not found.

I cannot use drag+drop, because that requires saving the image to file, whereas my use cases most of the time are screenshots.

Tracy Moffat

Having the exact same issue this week, had been working again previously.

Now, have to save screenshots and then drag and drop. The paste didn't work, and none of files I had attached to the comment uploaded when save was clicked.

Francis Tiangco_t1e51t

Experienced these too:

* dragging/dropping an image into the edit pane gives me the 'Failed to load' empty image box.

* uploading the image and then inserting it shows the image but disables the save button for the comment

I did a hard-reload of my browser (ctrl + shift + r) and it resolved the issue for me.

(chromium v84 + ubuntu v18.04 + jira cloud)

erica.brett

ctrl-shift-r worked for me.

Rob Simpson_4200lo

We are having the same issue. When you insert a picture, the "Save" button gets grayed out. If you try and copy/paste, it says "We couldn't save your comment. It might be empty or have invalid formatting."

Michelle DeCaire_yopb9r

My issue just started within the last week. I noticed that this issue has to do with refreshing the page. If a perceived change is made to the background page it won't let you input an image until you refresh the page. Thankfully the comment saves so all is not lost.

Owen Wallis

Hi, I think this may be related to: https://community.atlassian.com/t5/Jira-Service-Desk-questions/Attachments-Disappearing/qaq-p/1346784?utm_campaign=subscription_search_answer&utm_content=post&utm_medium=email&utm_source=atlcomm#M57186

Colin Davidson_ce2671

This is also happening for our instance. We can drop photos into the body of the ticket. However its greyed out and cannot save.

Gabriel_t0gc31

It happens for us as well, issue seems to be here POST https://api.media.atlassian.com/upload/createWithFiles <-- returns a 500

Jeremy Coulson

Gabriel, I'm not sure if you've noticed yet, but images seem to have been fixed. We can upload again now.

Gabriel_t0gc31

Thanks Jeremy, I was getting that error for about an hour or so, and noticed it was sorted eventually. But this seems to be reoccurring every now and then and it's affecting a number of people. Would be nice to get an explanation from the Atlassian team. Whatever caused the issue happened in that API endpoint.

CxP

This seemingly appears to be an auth token timeout problem between services.

If you reload the page, upload works as expected.

If your tab/window has been open for a while, then this error occurs again.

Megan Mills

Some of our users are also having this problem. Copying and pasting an image results in a broken image link after the save. Does not matter if user copies and pastes into a comment, into the description or tries to add it as an attachment.

I don't have this issue from my machine, so I'm trying to troubleshoot the differences between us as far as browsers and tools we're using to capture the images (Snagit versions, etc.)

John Bakker_jcnh2v

Our clients are also facing this issue again. Please do something, as this really not serving our customers, time consuming to add attachments ourselves and not 2020 at all.

John

Christian Sprenger

Same here on JIRA Server

But as Atlassian will discontinue Server, thousands of tickets will close themselves automatically

greg_loeffelholz

After years of pasting images using CTRL-V into JIRA descriptions and comments suddenly this stopped working today in Chrome. It should not be SOOOOOOOOOO difficult to a)support this functionality in the JIRA application, or b) to have a help FAQ to fix whatever this problem is. I logged out, back in, cleared cookies, restarted, etc. No Cut and Paste enabled. I can paste fine into any normal Google or Microsoft app like Word.

Owen Wallis

Hi Greg,

We just rolled out a fix for this. If you can refresh your Jira tickets copy and paste should be working now.

greg_loeffelholz

Yes, working again now. Thank you.

jays.thomas

Hi @Owen Wallis the same issue is happening again. I am not able to upload/paste images into confluence.

Owen Wallis

Hi sorry for the delay. Just checking if this is still an issue. I'm away next week but feel free to find time in my calendar the week after next and I'll see if I can help diagnose https://calendly.com/owallis

jays.thomas

Hi Owen,
Thanks for replying. It's sorted now

Cal Mannix

This isn't working again, exact same issue, unable upload PNG's in to the RTE from Mac @Owen Wallis

Owen Wallis

Feel free to find time in my calendar and I'll see if I can help diagnose https://calendly.com/owallis

Jim Baldetti

Having similar problem for several days with my organizations jira account. Click on attachment and nothing happens.

Ryan Rodriguez_elzhx5

This bug is still happening in '22

Kari Leigh London

I'm having the same issue. Chrome on macOS, with a screenshot png. it's telling me to clear the formatting -- when the image is the only thing in the description field. Tried to insert it in a comment instead -- same behavior.

Piyush Singh_13bflf

While changing the status, popup comes in along with comments but no option I can see to upload image this is very strange. What to do??

In progress - Jira.png

Orest Tsitsila_uykuo9

I have the same issue in 2022. However, in my case, it's happening only when I start a new ticket. So if edit and attach an image to an existing ticket it works as expected. It's annoying, but it's some kind of walkaround.

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