Attached images are not visible when using vpn

Question

When using Jira Software, images that are attached to a ticket are not visible. When I turn off the VPN, they become visible again. Is there a way to whitelist (allowlist) my ip address? Note that I am able to access the rest of the site, view and update tickets, etc.

Kian Stack Mumo Systems · Answer

I've seen this issue before after completing a migration to Atlassian Cloud from server. In our case it was isolated to a single project with only a few issues so we just manually viewed the images to generate the thumbnails. If you have don't know the scope of the issue I'd probably raise a request with Atlassian.

scott.mankowitz · Answer

Hmmm. It might not be the VPN. That was a red herring.

Here is the reproducible problem

1. I go to a ticket that has an attached image, say a .png

2. I click on it, and get the blank screen which says  "Something went wrong. We couldn't generate a preview for this file."

3. I hit reload.

4. Now, when I click on the image, it works.

I can't include the log because it's > 100k

Kian Stack Mumo Systems · Answer

@scott.mankowitz,

Are there any errors thrown in the browser console? If this is a VPN issue, this is likely something you'd need to address with your own networking team.

Jira does have IP whitelisting options, but if you had those set up incorrectly you wouldn't be able access Jira at all.

Thanks,

Kian