Custom emojis have disappeared

[Barbara Storey]

Hello, I use quite a lot of custom emojis and this morning they simply have disappeared from the emoji menu which now shows tons of empty squares (empty = no image and no name - see screenshot below) - as well as from the pages I used them in.
Any suggestion on how I can fix that without having to reload all the emojis and rewrite all the pages where they are present ?

[Sarah · Accepted solution]

Hi Barbara, thank you for your question in Atlassian Community. We apologise for the inconvenience this has caused in your experience and appreciate your patience.

We are aware of an issue which was impacting customers from 23rd November onwards, where custom emoji uploaded before April 2022 could not be loaded inside the emoji picker across our products.
The dev team located the root cause and deployed a fix on 1 Dec which was rolled out to customers on the same day. We then verified the fix for customers who reported experiencing a similar issue.

Can you please verify whether the issue persists on your site?
If you are experiencing any issues and require further support, the best place to reach out is our support team at https://support.atlassian.com/contact/#/

[Cora Egli_bitvoodoo_]

Hi @Sarah 

Thanks for the information. The bug reappeared for me again last week, but after clearing the cache and cookies and reloading, the custom emojis were there again.

This was a relief since we sometimes use custom emojis in page titles and the pages looked strange with the empty squares.

Best, Cora

[Cora Egli_bitvoodoo_]

@Barbara Storey I had the same issue last week. In our case, the emojis have re-appeared this week without us doing anything 🎉 I hope the same is true for you. If not, this is a case for the Atlassian support.

Best, Cora