Can't Upload Files

[Vlad Kochanzhi]

I can't upload excel files into JIRA ticket comments. It looks like it loads 99% then FAILS.

This is extremely frustrating as it happens randomly and is impossible to fix. PLEASE HEEELP

[maxjohns]

I noticed a similar problem just today when I was trying to upload an XLSX file to my company's Jira (Data Centre version). I noticed the problem only happened when I had the file open in Excel. Perhaps this is what you're seeing?

If this is the same issue for you (it looks like you're using the Cloud version), then I'd guess that this has something to do with the fact that Excel likes to take both the read and write permissions, and that might be blocking some functionality. 

[Angélica Luz]

Hello @Vlad Kochanzhi,

Welcome to Atlassian Community!

Testing on my local site, I wasn't able to replicate the same issue.

You said that it's random, so I would like more details to understand when it happens.

Are you able to attach the same file right after it fails? Is it necessary to refresh the page to make it work?

Is it happening only with Excel files or also images, pdfs?

Is it affecting other users or projects?

Regards,
Angélica

[Vlad Kochanzhi]

Hello Angelica,

Thank you for responding.

Others on my team have had this issue as well, I think it only happens with excel and csv files. 

I say it's random because some files upload fine sometimes, and other times they just don't.

Once it doesn't work the first time, nothing seems to fix it. i've tried refreshing, starting a new session, shutting down everything else, restarting my laptop.

It just happened today again. This is a 2MB and 5MB file.

[Angélica Luz]

Thank you for sharing the screenshots, Vlad.

In the first one, I can see that it's in the comment box in the customer portal. Does it also happen if you upload it in the agent view?

There was an incident on November 19 that affected not only Service Management but Software and Business projects as well, but it was fixed.

Do you remember if the issue started on this day or after that? 

Is it affecting other types of projects or only Service Management?

Please, open the developer tools on your browser and check if it shows any other error in the console tab when you upload the files.

[Vlad Kochanzhi]

@Angélica Luz 

Good morning Angelica :)

This issue has been happening for months now inconsistently. 

I'd sent a ticket to our IT team at the same time I reached out to you.

They found that the "Failed to Load" error actually pertains to the "preview" that JIRA attempts to load for excel files and that the file itself is still uploading.

Also they found that if we switch to the "old view" there is no issue.

Hope that is helpful.

Kind Regards,

Vlad