Images show "Preview unavailable" for no apparent reason (was working yesterday)

[Hamed Samadi]

We still see the issue even we use jpg format images.

[Madeline Rosenberg]

Can confirm opening the png in paint, saving it as a jpg, and putting adding it to Confluence solved the issue for me. Thanks @Akira Togawa 

[madhur.raj]

@atlassian team, I see the problem too while I try to load a gif file . I see this problem has been lingering past couple of years and no resolution. Is there anyone looking at this issue? 

[Glenn Simpson]

Same issue here.  In our case, it seems to happen on one request type but not another.

[Hamed Samadi]

We are getting the same issue. That's interesting this issue has been there from almost over than a year and great team in Atlassian haven't acknowledged it properly. Great job! keep doing what you are doing. :D

[Megan Danis]

We are experiencing the same issue. It is the first time it has happened. The file is a .jpg format. 

[Ross Lindell _Information Officer Pte Ltd_]

So the solution here is to raise a ticket with Atlassian Support?

[Dave Duijvekam]

We got the same issue  :(

[dhames]

We had the same problem. After speaking to an Atlassian engineer, they refreshed their backend, and it started work for us immediately. I would suggest asking for support for the same. It has been fixed.

[Frederik Hellstern]

Same issue for me. Any solutions on how to fix it?

[Koushik Kota]

I am having the same issue. Any workaround? 

[Jared Wesley]

The same issue taking screenshots from my Mac and uploading them. 

[Owen Wallis]

@Chris Cotton @dhames I've moved on to a different team, but I've let the media team know this looks like its still an issue

[Erica Vorsay]

Hi Pierre - for Jira, if you are using customer portals, you can see the images there. Not much help if you are in Software projects mode
Cheers,

[Erica Vorsay]

For anyone with this problem in Jira, and using the customer portal functionality, you can see the images from the portal. 

[dhames]

The ticket is closed, but the issue is not fixed. We have teams with over 5,000 images, and they all have the "Preview Unavailable" Can this issue be reopened? We still need a fix. We are in the Cloud. Thanks.

[Conor Kelly]

We sometimes are getting the same issue. I have noticed that if you give it some time the images eventually display.

[rochellesaldanha]

Is there any fix proposed?

[Chris Cotton]

@Owen Wallis I know I'm not who you were replying to but I did exactly this. I was pointed to a bug that didn't mention Confluence, was given short replies and then told to re-upload my images to see if that worked. The amount of articles we need to fix images on is going to be time consuming. When I relayed that back to the support team, I was told, "Just upload the image and let me know if it stays." Of course it does and I was then told, "Glad to hear that! This confirms that the issue is indeed related to this bug." 

https://jira.atlassian.com/browse/JRACLOUD-81303 

It's a closed issue. 

Support isn't really helping. 

[Owen Wallis]

Hi @Tesha Vogt

I mention multiple issues as there are many potential source factors. So its tricky to diagnose what could be the root cause over a forum (sorry!)

Best bet would be to contact Atlassian support and they can put you in touch with the Media Experiences team. The devs there can then (with your permission) take a closer look at what might be causing the issues.

I'm actually leaving the Media team this week, but hopefully you (and other folks watching this thread) can get help by going the support route.

[Chris Cotton]

Was there ever a solution for this issue? We are experiencing the same thing from pages we have had anywhere from a year ago to just a few months ago that worked fine up until seemingly now.

[Tesha Vogt]

@Owen Wallis You stated in your first reply that there are multiple issues in this thread. I'm fairly confident that all of the issues in this thread are the same as they relate to images that were once viewable are now showing preview unavailable. Were the Confluence or Jira teams able to duplicate this issue many of us are facing? Have there been any fixes or updates that you're aware of? Any info helps. Many of us (myself included) are at a loss as to what we are supposed to tell the people we support as to when or how this will be resolved. As always, the Atlassian Team updates are always appreciated. 

[Jan Z]

Same issue here for me and another colleague in my time. It randomly started today for no apparent reason. Instead of an image on a page you see a placeholder "Preview unavailable" and when you click it: "Something went wrong. We couldn't generate a preview for this file."

[Akira Togawa]

Hello all! I noticed the same when I copy from a website or other place. 

I have found that copying the image from the source and pasting into MS Paint, then copying from MS Paint into Jira/Confluence fixes the issue. 

Hope it works for you!

[Ralf Brinkmann]

I am facing the same problem, on my mac with safari, on a windows PC with win 11 (edge and chrome,) on an iPad with safari.
This seems to be a general confluence issue. Why is the support so unbelievable slow?