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Unable to show attachments - After upgrade

We just upgraded our local server edition of Jira from 8.14.0   to  8.15.0  . After this, It is not possible to view attachments ( .jpg ,  .PNG )  on most of our service desk cases. We have tried on several PC's and tried Edge, Chrome, IE .  
I did some research and tried some of the suggestions provided on the community pages. 

It might be a bug in the new version, maybe....

Any ideas?

2 answers

Hi Reza,

Can you include the error produced when you try to access an attachment from the UI and tell us which upgrade method you used? It is likely that permissions on those files are wrong or the attachments are not where the app expects. Cheers!

Thank you.  I downloaded the Jira-Core_8.15.0-X64.exe  from the Atlassian homepage and ran it on the server. This is the method, I have used ( many times) in the past to upgrade. There were no error messages and such during the installation/upgrade. Afterwards, everything is in order, except the attachments in our service desk case.

Here is a screenshot :ServDesk_error.jpg


Clicking the link to the picture, give us the ""Ouch! We can't load the image."


Hi Reza,

Can you go to Admin > System > System Information and find where the app thinks your Jira Home directory is? Compare this with the actual location of the attachments. Also, have you reviewed permissions on the attachment directory / files? Cheers!


Thank you. Following is the path in JIRA, and the actual folder structure on the server. DF, DS (Development SCRUM), IS (Infrastructure SCRUM) and SUP ( Support Desk ) are our projects in Jira. 



It seems to be correct according to the JIRA documentation. 

Furthermore, the actual files are located here :


I am a bit unsure about the permissions. I am starting the JIRA service by "NETWORK Service".  This "user" and the admin user which I used to install the program, has Full control NTFS permissions on all the JIRA folders. I have double-checked that all the permission are inherited. The permissions are like this



0 votes

@Reza Eram

Another user is seeing this as an issue as well. There's another question in the community about it. Based on the fact that two users are seeing it in the same circumstance, I would immediately raise a support request with Atlassian about it!

Thank you, Kian. I'll keep an eye on the other case as well, as it seems to be the same error as ours.

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