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when i try and attach short videos to tickets i get a file not recognised message and cant save

Naomi Milen

i attach short videos to tickets and i started getting an error message that the file format was not recognised and i cant save the ticket. i use MAC snipping tool and it works 95% of the time.

this messages is getting more frequent and i have had to resort to sending the video to my developers via slack or drop box.

i use the same tool, im not sure why this is an intermittent issue

i used to be able to log out then back in and i could attach the same file but that is not fixing it

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Daniel Ebers

Hi Naomi,

welcome to the Atlassian Community!

In a similar thread were some tips lately on how to debug this situation. Back then it turned out, for example, that the file was just too big. But there are plenty other scenarios why this might fail, such like special characters in the file.

Please kindly review the discussion for different possibilities to diagnose it further.

Cheers,
Daniel

Naomi Milen

Nope didn’t answer the question. I attached the same file 20 minutes later and it worked.

it always eventually works. It seems to be an Intermediate issue.

same file type and size won’t attach, I try again about 15 to 20 minutes later and works

Daniel Ebers

In that case please don't hesitate to open a support request with Atlassian - according to your information provided here you are on a premium plan which allows you to raise a request.

Naomi Milen

So that’s what I tried to do originally but it lead me all the way here with no obvious button to raise a support ticket.

they didn’t make it easy

Angélica Luz

Hello Naomi,

Thank you for reaching out to Atlassian Community!

Testing on my local site using the same tool, I wasn't able to replicate the issue, but maybe this is related to a bug where it only happens if an attachment is added with a formatted text.

Please, check the bug ticket below and let us know if it's the same steps you are following:

Comment with Formatted Attachment fails to be added

If that's not the case, can you please send us a screenshot of the error?

What browser are you using? Have you tested using another one?

Can you open the developer tools on your browser and check on the console tab if it shows any other error?

Is it happening on tickets from different projects or is it a specific one?

Is it a next-gen or a classic project? If it's a classic, are you using the new or old view?

Regards,
Angélica

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