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Why are video previews no longer available

Kerrie_48rnvw

We used to be able to add a video (.webm) to a story and click on it to play

This no longer works - it loads with 'preview unavailable' and you have to download it to play it

Is there a setting I can change so that it can be played without being downloaded?

Accepted answers

Owen Wallis

Hi @Kerrie this looks to be a bug, my team are looking into this now.

All comments

Owen Wallis

Hi @Kerrie this looks to be a bug, my team are looking into this now.

Juanma_dkkc25

Happens also in my jira

Owen Wallis

Hi @Juanma @Kerrie - this should now be fixed for new webm files.

We're looking into how we can fix the files that were affected during the short window where the bug looks to have affected you both.

naseriimahmoud

I have same problem @Owen Wallis when upload attachment (webm) with rest api

Owen Wallis

Hi @naseriimahmoud could you let me know a little more about what you are doing? Which product you are uploading into, what you are trying to achieve?

twb

@Owen Wallis has this issue been solved? I still have the issue after attaching an mp4 file to an issue. Used to work fine, but we have seen the issue the last couple of weeks.

We are using Jira Cloud.

Owen Wallis

A fix was applied for webm files. I'll check with the team to see if there are any issues with mp4.

Samuel Razali_4c9fnk

UPDATE: I have investigated uploading both webm and mp4 on Jira and Confluence and both do have preview, however:
- Webm takes really long for the preview to kick in, about 1 min 9 seconds (00:03 to 01:12)
- Mp4 gets the preview instantly when uploading

Given this result, perhaps we can think of how to improve the preview enablement speed of webm.

Snailedlt

Same issue here.

Using Atlassian Cloud (I think). Any way to verify this btw? The domain is https://egdeservice.atlassian.net/wiki/spaces/.

The issue I'm having is with .webp files. The file preview works fine while editing in the browser, and even after it's uploaded, but as soon as I refresh, the preview is gone.

This is how it looks when adding the image. Preview works.

After publishing. Preview still works fine

After refreshing the page. Preview unavailable

Error messages that pop up in the console after refreshing.

Editing the confluence page again. Preview still unavailable

Robert Tully

This issue is still affecting us. We have videos saved from Teams which we wish to host in Confluence (cloud) for knowledge sharing. Some of them load previews, some do not. Format is mp4 for both working and non working video previews. Is there a file upload size limit at which previews no longer are expected to work?

Owen Wallis

Hi @Robert Tully no there shouldn't be a limit (I think 5TB is a limit set by some service providers, so hopefully you're not uploading videos at that size!)

Happy to connect and chat in the new year if timezones suit https://calendly.com/owallis

Rahul Dadhich_bpuou7

I am facing the same problem. Was there any solution for the issue reported.

I am seeing "Creating Preview" for all uploaded videos now

JIRAPreview Issue.png

Oksana_2wbp9k

@Owen Wallis this issue is now reproducible for us as well

Starting 4/5/2022

Oksana_2wbp9k

@Owen Wallis @Rahul Dadhich
I also see this issue from today for all my mp4 videos
Codec: H264
Size: 9MB

Dianne David

Hi, I'm encountering same issue, the video successfully uploads and is viewable even after publishing but after x hours, when I check again, it shows Preview Unavailable. When I try to reupload, it works again but after some time (which I cannot determine the actual duration), it becomes unavailable again.

Rahul Dadhich_bpuou7

Works fine for me now.

I faced the issue for a day and next day it was fine automatically. Maybe some small glitch

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