PNG files not displaying after 8.1 upgrade

Question

Greetings,

We recently updated Jira Server from 7.11.2 to 8.1 and after the update images aren't displaying in the tickets.  They just show as an icon (see attached).  We tested on all internet browsers with multiple users.  We have tested with JPG and PNG images so far and both experience the issue. Any suggestions?  Bad plugin?  Setting turned off?  We've re-indexed

You can click the icon and the image loads, it doesn't display the image by default like it used to.

What users see:

We can click on the image and it displays.  We appreciate the help!!

Andy Heinzer · Accepted Answer

Hi,

Sorry to hear about this problem.  The fact that you can click on the image and that part works tells me the attachment is still in place.  But it sounds like the thumbnails generated for these attachments might be missing or corrupted.

Could you let me know which method you used to upgrade Jira?  Was this a rapid upgrade? Or did you use a fallback method as a means to complete this upgrade?   If it was the latter there is a possibility that the home directory that contains these attachments might not have been in place at the time the upgrade tasks fired. When that happens, its possible that changes might not have been made to the files on the system, such as changes to the filename format or the changes to the path that Jira uses to store these files.

There is a KB that might be helpful here.  Please see Thumbnail for attachment not showing after migration.  If you find that this correctly describes your situation, then there is a SQL query we can run on the Jira database to correct for this.  We do recommend creating a backup before making direct changes to the database.  It would also be recommended to stop Jira before making changes like this.  But the KB has the SQL command of

UPDATE fileattachment set thumbnailable = null where thumbnailable = 0;

and some more explanation about why this works:

When loading an issue in Jira, the value in the database is checked.  If Jira finds a NULL value:  it will load the file from disk, check its MIME type to see if the linked attachment is an image file and based on that, set the thumbnailable flag to '0' or '1' for all future requests. A value of 1 indicates that the attachment is an image and a thumbnail can be shown. A value of 0 indicates that the file is not an image and therefore a thumbnail can't be displayed.

I hope this helps.  If not, I would be interested to learn more about this problem, such as any errors in the browser console, or any errors in the Jira logs when this happens.

Regards,

Andy