Images Showing as "Preview Unavailable"

[erik_unangst]

Hi folks, 

We are suddenly struggling with inserting images onto Confluence pages. They end up showing as "Preview Unavailable". 

Things we have noticed:

1. I will create a page and insert an image. Fellow coworker will navigate to the page and see "Preview Unavailable". Refresh doesn't resolve the problem for them. I will navigate away from my page and return to find the "Preview Unavailable" message. Refresh DOES solve the problem for me.
2. If we clone a page, the new page will have "Preview Unavailable" in place of all images AND the action of cloning the page will break the original page, resulting in "Preview Unavailable" for all of its images as well.
3. Using a custom, uploaded image as a banner appears to work at first, but when you navigate away from the page and back again, it disappears - refresh does not bring it back for either the page creator or other page viewers.
4. When navigating through the documentation for the Power BI Connector plugin for Jira (they Use Confluence for their documentation) I see this same "Preview Unavailable" on their pages. If I refresh their pages, then the image previews do render. See pic below. The fact that this behavior is present on an instance external to our own makes me wonder if this is a more widespread issue, or whether or not it might be related to my company's network in some way and how it interacts with confluence pages?

All of the above are being experienced by multiple users, on multiple different browsers.

Is anyone else struggling with this right now, or does anyone know of a fix?

[Martin LALONDE]

Hello, 

We started to have the same problem in Jira Cloud and we've figured out that the media file are hosted on media-cdn.atlassian.com. 

I've talked with our security team and they added this into the whitelist of our security software and now all attachment display properly.

Maybe you could try this.

[Justin Shum]

Thank you! After tearing my hair out this was the solution that worked for us. Specifically, it was DNS being blocked that was the issue.

[Hans Polder _Devoteam_]

@erik_unangst ,

I haven't seen the behavior myself, but if it's reproducible, then definitely I would raise a support case with Atlassian (via https://support.atlassian.com > button at the bottom of the page). 

However, when I open the PowerBI documentation, I don't see the 'Preview unavailable' issue myself. So, it COULD be something on your corporate network/VPN (if that applies) that could be doing some blocking there. Have you tried reaching Confluence via a personal device that is not connected to the work VPN/network in any way?

[erik_unangst]

Thank you for your reply Hans! The issue appears to have gone away again. I wish I had thought to try to access our instance from one of my devices at home, outside of our network/VPN as you suggested. Next time this happens I will check.

[dengblom-pcr]

We are having the same issue with our Images. However, it doesn't seem to happen only on our VPN. 

[erik_unangst]

We were able to resolve this issue originally by allowing cookies to be saved by atlassian.net. This worked for a while, but unfortunately the problem has resurfaced. 

[Bjørn T]

As reported here, here and here:

We have the same issue. We add images to a page, save it, seems to work.

Then edit the page, and the images are shown as “Preview unavailable”.

This happens seemingly at random and is irreversible. It happens across all pages and spaces. It also happened at a previous client.

The images are small, mostly pngs of interfaces we are designing. File size can't be the problem.

Very frustrating and leaves Confluence looking amateurish. Aggravated by the fact that already uploaded images can't be added to the page.

Our Confluence service is hosted on atlassian.net.

[Mark Magennis]

I've had this problem of images on Confluence pages showing as "Preview unavailable" and have found a solution.

For me, it has been connected with using Live Editing. If I switch the page back to non live editing mode by selecting Publish from the three dots menu, the images reappear. That means I have to go into Edit mode in order to edit the page and then Publish again to see the changes, then refresh in order to see the images, but at least I can see the images!

Live Editing doesn't seem to like images.

[erik_unangst]

We are struggling with this issue again. Like you, I can also get the thumbnails of the images to load by refreshing the page, but when I click on the thumbnail, I get the following error.

I'm having to download the images to actually look at them, which is dreadful.