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Can't view attachments after updating to JIRA Service Management 4.15

Hi,

I recently updated my JIRA to 8.15 and Jira Service Management to 4.15. After the update, the attachments in my issues are no longer accessible. The steps are:

go to the attachments section of an issue:

Attachment_ticket.JPG

 

When I click on the link, I get the following:

Attachment_error.JPG

I could still download the attachment. I was wondering if there's a way to check what could be causing this? It worked fine before the update.

Sincerely,

 

Jason

 

2 answers

1 accepted

0 votes
Answer accepted
Pramodh Community Leader Feb 08, 2021

Hi @Jason Yeung 

Please check whether these files are present in the folder jira/atlassian-jira/WEB-INF/classes/com/atlassian/jira/web/servlet

ViewThumbnailServlet.class

abstractViewFileServlet.class

ViewAttachmentServlet.class

If not present add it from the previous backup copying each files to the location I have specified.

Please let me know if it solved the issue.

Thanks,

Pramodh

Hi @Pramodh ,

I copied the 3 files from an old backup to the new installation. It didn't fix the problem. I was wondering would I need to restart the JIRA service in order for it to take into effect?

Jason

Hi @Pramodh ,

I copied the files and restarted the JIRA service. Unfortunately JIRA didn't come up for me. I get the following error:

Restart JIRA2 error.JPG

 

When I removed the 3 files and restarted JIRA service, the site came up file, though the attachments didn't work. My JIRA 8.15 installation didn't contain those 3 files and I copied them from an old backup. It was version 8.5.3. I was wondering if there is something else I could check to get the attachments working?

Jason

Pramodh Community Leader Feb 09, 2021

Have the new installation of 8.15 in new instance somewhere and copy the files and try. This may be the reason.

And also don't forget to disable incompatible apps.

Hi @Pramodh ,

I installed JIRA 8.15 on a different machine. When I went to C:\Program Files\Atlassian\JIRA\atlassian-jira\WEB-INF\classes\com\atlassian\jira\web\servlet, I found the 3 class files you mentioned are not there. Below is what's in this directory sorted alphabetically:

MissingServlets.JPG

Pramodh Community Leader Feb 10, 2021

Hi @Jason Yeung 

Apologies for the mistake, it should have said LTS Version, which is currently 8.13.3

Here's the link to files, download them have copied to the path if you have installed it on Linux

/opt/atlassian/jira/atlassian-jira/WEB-INF/classes/com/atlassian/jira/web/servlet

In windows you know...

The links to files are here

Thanks,
Pramodh

Pramodh Community Leader Feb 11, 2021

Hi @Jason Yeung 

Did you check with adding files and restarting the server.

Let me know if it solved the issue.

Thanks,

Pramodh

Hi @Pramodh ,

I tried doing this on our sandbox environment and it worked. Thanks a lot!

I'll need to get approval to make the change on the production environment, but it'll probably work as the JIRA versions are the same for both. (I used the same installation program.).

Sincerely,

Jason

Like Pramodh likes this

Hi @Jason Yeung,

  1. Have you updated all the installed apps to the latest compatible version?
  2. You can try to use a different browser or Incognito/Private mode to rule out anything to do with the web browser.
  3. If you have a reverse proxy, you might want to bypass the proxy and see if the issue still persists.

Hi @mogavenasan ,

There were some installed apps that are not compatible with JIRA 8.15. I'm waiting for the developer to respond. I tried different browsers and the problem persists.

Jason

You can disable all the installed apps to rule out them; Disabling and enabling apps.

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