Images don't load when page visited within Confluence

Question

Hi everyone,

a customer of us has a problem with images that don't load in Confluence. (Just the yellow icon and the text "Preview unavailable".

This happens only when they visit the page via the tree on the left side directly or when they use the search bar to find the page. Only when they copy the URL and open it in a new tab, the images load correctly. In the customer view in the portal, the images load directly.

They have to use Edge as a browser (currently Version 131.0.2903.146). With Brave (also Chromium based) and Firefox I couldn't replicate the problem.

edit: I found this page https://community.atlassian.com/t5/Jira-questions/Attached-images-are-not-loading/qaq-p/2818583 but it doesn't seem like it got solved. Also, the workaround with the new tab wasn't talked about so it might be something different.

Jan Frischmuth · Answer

Hi Marc!

Thanks for answering. I realize not using the latest Edge version isn't optimal but as you said, nothing I can do about that.

Clearing cache and cookies, or using private mode did not work. I've had that in an earlier draft of this issue I thought but it seems I removed it before posting.

Not sure what you mean about the "different link" because they can copy the link where the image does not load, paste it in a new tab and then the images do load. URL should be the same then I think.

Perhaps someone else finds this thread and provides a fitting answer, I'll leave it open for now.

Marc -Devoteam- · Answer

Hi @Jan Frischmuth

As they are not on the late4st Edge version and are forced to use Edge, there is not much you can do.

If you would raise a support issue, the 1st thing would be to update to the latest Edge version.

Can the customer clear cache and cookies in the browser and log out and log in again.

Also as it's no in your company/network, there can be many things causing the issue, but this is also not controlled by you.

Could be firewall based on that the URL is different, when using the search or side menu.