File Preview - Error 'We couldn't load the file.' since conversion to new editor

Sebastian Spitzer September 18, 2023

I have a page that has over 101 files (of different types; pdf, xlsx, png, msg) attached to it.

The site was successfully migrated to the cloud on August 18, 2023.

The page was converted to the new editor on September 14, 2023.

Since then, the error 'We couldn't load the file.' has persisted for all files:

Error - We couldn't load the file.png

It seems like the links were converted broken broken.


Preview before conversion / error (example of one file preview):

preview before error 'We couldn't load the file.'.png

However, all file attachments are apparently intact on the side. The download would be possible. 

Newly uploaded files are also regularly displayed in the preview.

However, it would not be a practical workaround to download and upload all over 100 files.

Unfortunately, there doesn't even seem to be a media macro anymore in the new editor to access the already attached file and recreate the preview, see community-question 'How can I reuse already attached images in the editor without having to upload them again?'

Is there already a solution or a repair procedure for this?

2 answers

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Sebastian Spitzer January 30, 2024

After consulting with Atlassian Support, there are 2 recommendations for this seemingly very individual error case:

1. In principle, a support issue must be reported to Atlassian.

2. If it is a .msg file, you must also vote for the feature

0 votes
Brant Schroeder
Community Leader
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January 26, 2024

@Sebastian Spitzer if you have not already done so I would suggest submitting a support issue with Atlassian.  They might be able to do something on your instance to help with the failed conversion. 

Sebastian Spitzer January 30, 2024

@Brant Schroeder thanks for reminding.

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