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How to fix "failed to load" error at attachments in Jira tickets

Joost_Boer

Dear Jira,

After successfully uploading a few attachment to a jira ticket yesterday, my developers and myself are getting the following error (see attachment below).

This is quite disruptive to our workflow.

Any way we can resolve this?

Thanks,

Joost

Screenshot 2018-11-30 at 13.30.44.png

Accepted answers

Angélica Luz

Hello everyone,

Thank you all very much for reaching out to Community!

I read your comments and since there are different bugs related to attachments on the new issue view, I'll post here the ones I found and I kindly ask you to check in order to confirm if it's indeed one of the bugs you are facing:

If none of the bugs mentions the same behavior you are facing, I'd suggest you create a new question in community, so we can treat each case separately.

@Catalina Hirsau Since your case is related to Confluence and not Jira, please create a new question with more details and a screenshot for us to better help you with this case.

Regards,
Angélica

All comments

Tom Lister_fo1j4e

Hi @Joost_Boer

check the logs for the specific error and post here.

Errors I’ve experienced with attachments are:

>configured max file size 10mb

disk permissions changed

disk full

Joost_Boer

Thanks Tom.

The problem somehow seems to gotten resolved by itself.

Deniss_Abramovs

Same problem here, have this error:

OPTIONS https://api.media.atlassian.com/items net::ERR_NAME_NOT_RESOLVED

This is somehow related to domains records.

Shawn_fxqh5u

I have the same issue. The cloud JIRA system is not stable. These problems will appear every once in a while. How to fix it?

Robert_v5xpmy

Hi this is only problem of new view. Change to old view and you will be able to download attachments. I hope somebody in Attlassian will rework new view because it is useless now.

J_mqoxyy

Hello, we are stuck in the middle of our migration to Jira Cloud with none of our attachments showing up. Our storage size suggests that the attachements are there and we followed the folder structure in the instrustions "attachments.zip -> data-> attachments-> projects etc.

Thank you,

Robert_v5xpmy

Is the problem same with old view?

Kiffin

I am experiencing the very same issue. Seems to be related to large attachments. If I replace with smaller image works just fine. Please suggest a solution.

Igors_Veliks

So is there a solution for this issue? I've noticed that in many cases it happens in cloned issues.

Dags

We're experiencing exactly the same issue. Does anyone know either solution is being put in place soon?

Cnarlie Gilman

And how does one change back to "old view"? Appreciate the help...

Catalina Hirsau

Same here - we work a lot with Confluence and experience the same issue - it is very risky to put there a lot of work and lose it all

Igors_Veliks

Hi, old view does not help me, but anyway in order to switch to the old view you need to either set this in your personal JIRA settings:

and then:

OR for the specific issue:

Francisco Frechina

same here

Phil_Parker

@Tom Lister This a a problem with the New View. Annoying. When will this be fixed ?

Catriona Rannoch

Experiencing this all the time. It's incredibly annoying

Kiffin_Gish

Amazed that this problem continues to this day and has never been fixed.

Erik_Simon

Same problems here - no response by Atlassian is not very reassuring.

Borja Campos

I also have the same problem. Please Atlassian, fix it.

Julia_Pflibsen

I also have the same problem.

Angélica Luz

Hello everyone,

Thank you all very much for reaching out to Community!

If none of the bugs mentions the same behavior you are facing, I'd suggest you create a new question in community, so we can treat each case separately.

@Catalina Hirsau Since your case is related to Confluence and not Jira, please create a new question with more details and a screenshot for us to better help you with this case.

Regards,
Angélica

Erik_Simon

Hi Angelica,

thanks for looking into this. From our experience, your list sums it up perfectly. Looking forward to seeing a fix deployed hopefully soon.

Cheers, Erik

Erik_Simon

Quick update: by now about 30% of all cards in one of our projects got corrupted in terms of that none of the attachments and images load.

Cheers,
Erik

sfsccn

I find that the inability to paste images into Jira cloud comments is intermittent. Sometimes I get the error directly "Failed to load...Retry" after which the comment cannot be added until the image is deleted. This error is accompanied by network XHR errors like this as shown in the Chrome dev tools:


Request: https://api.media.atlassian.com/chunk/probe

Response:

{
"error": {
"code": "JwtAuthoriser:TokenExpiredError",
"title": "Token verification failed: jwt expired",
"href": "https://api.media.atlassian.com#UnauthorizedError"
}
}

If I repeatedly try pasting the image sometimes it eventually starts to work again.

unknown

still have this issue - My files average 120kb - png exports from Figma, etc.
I have this regularly on both Confluence and Jira.

I am losing time on this and have to do double the work.

sfsccn

For those still having this issue, if you could check for error messages like "Token verification failed: jwt expired" (see my previous comment) that might help Atlassian diagnose and fix the problem. This message does not appear in the actual web interface. I look for these messages by going to the Chrome developer tools. When the upload error occurs, hit F12 and go to Network/XHR and look for requests such as "upload" as shown below, and look at the response. Errors may appear in the Response. This "jwt expired" error seems to have occurred in related Atlassian issues such as this one.

Jira upload comment image.jpg

Svein Terje Gaup

I had the issue with uploading screenshots ("Unable to load." with subsequent "Cannot save your comment"). I checked the network log in the developer console as was suggested, and it said something about "token expired", so I reloaded the page (Ctrl + F5), and then tried again and it worked.

sfsccn

For me, the problem also occurs with very small images. It's intermittent. If I try a few times it eventually works. This and the "jwt expired" error I mentioned above seem to suggest something is failing temporarily.

Richard Savage

We are experiencing the same issue on some tickets (Cloud version). Changing to the old view is a workaround but frankly unacceptable.

James Butler_jpkyiu

Switching back to old view does not help me. It says "Unable to render embedded object: File (IMG_2806.jpg) not found" ... Please help!!!

David Tediwijaya

I am also having this issue and it's extremely annoying. I tried both Chrome and Firefox and both i can't see the images in my tasks. Could you please fix it ASAP?

David Tediwijaya

for whatever reason, all the images are showing this morning.

Perhaps Atlassian did fix it? Thank you Thank you guys.

Honza Stekl

Yep, super super annoying issue. I also suffer.

Aistė Stikliūtė

Same issue here. Or two of them, as for some issues old view helps (although super tedious to change every time), and for some it doesn't.

Natalia Ávila

Same issue here. Really annoying

Dario B

Hi @Natalia Ávila ,

Welcome to the Atlassian Community!

Have you checked if it's any of the bugs linked by Angelica? Otherwise please create a new thread for your issue:

Images fail to load in the new issue view when creating linked issues

When pasting a text with images as a comment on the new issue view the attachments fail to load and the comment can't be added

Cloned tickets that have images on description shows "Failed to load" when using the new issue view

Attachments break when editing the description in the new Jira issue view.

If none of the bugs mentions the same behavior you are facing, I'd suggest you create a new question in community, so we can treat each case separately.

In case it is one of above bugs, please vote for it and set yourself as a watcher so that you will be notified in case of any update/progress. The bugs will be addressed according to the Atlassian Cloud bug fixing policy.

Cheers,
Dario

Sune Jørgensen

Why is this very OLD bug not yet fixed super annoying ???

Marco Lackovic

This problem is occurring when the Jira ticket is opened as dialog (as shown in the OP screenshot).

When the Jira ticket is opened as separate page the images are attached without errors.

Stephan Plänitz

Thanks, that helped

Stephan Plänitz

Why this is still be a problem? No one works on that stuff???

Krishna Dass

CAN YOU GUYS PLS FIX IT!

David Dewaele

Old view did help me.

After having uploaded attachments, I suddenly could not anymore.

Logging out and logging in again did not help.

I switch to old view and it solved the issue immediately.

Lawrence Thaler

As of now there is a notice on the Jira Support page that they are having an issue with media files that "could" affect attachments, etc.....

David Dewaele

Switching to 'old view' solved the issue immediately for me.

zhu.yankun

I still have this issue! What is the solution?

Shawn_fxqh5u

It appears again!!!

Jaromir Toke

Not working for me.

Peter Jackson_0k506j

Had the same problem with Chrome but wasn't able to resolve. The only thing that worked for me was to switch to the Microsoft Edge browser.

Richard Giambrone

Thank you. I did just as you said and now I can attach files.

Andrew Leckie

Apparently not. Fixing bugs is harder than redesigning the layout again.

Andrew Leckie

Lindsay Semler

I cannot see jira images on a Mac OS Big Sur iOS 11.4 on safari, chrome, or firefox, and I do not have the option to switch to "old" view any more

akash_kanade

Hi @David Tediwijaya I am also facing the same issue what changes you made? can you share with me

akash_kanade

Hi @David Tediwijaya I am also facing the same issue what changes you made?

danilo_oslf4c

@sfsccn

Hi! En este momento no me cargan las imágenes en ningún navegador. Por fa, agradezco la ayuda que me puedas brindar al respecto, llevo dos días con ese error.

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