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Why are video previews no longer available

We used to be able to add a video (.webm) to a story and click on it to play 

This no longer works - it loads with 'preview unavailable' and you have to download it to play it 


Is there a setting I can change so that it can be played without being downloaded?

5 answers

1 accepted

0 votes
Answer accepted
Owen Wallis Atlassian Team Feb 22, 2021

Hi @Kerrie this looks to be a bug, my team are looking into this now.

Happens also in my jira :(

Owen Wallis Atlassian Team Feb 25, 2021

Hi @Juanma @Kerrie - this should now be fixed for new webm files.

We're looking into how we can fix the files that were affected during the short window where the bug looks to have affected you both.

Like Kerrie likes this
0 votes

This issue is still affecting us. We have videos saved from Teams which we wish to host in Confluence  (cloud) for knowledge sharing. Some of them load previews, some do not. Format is mp4 for both working and non working video previews. Is there a file upload size limit at which previews no longer are expected to work?

Owen Wallis Atlassian Team Dec 27, 2022

Hi @Robert Tully no there shouldn't be a limit (I think 5TB is a limit set by some service providers, so hopefully you're not uploading videos at that size!)

Happy to connect and chat in the new year if timezones suit

0 votes
Snailedlt I'm New Here Dec 07, 2022

Same issue here.

Using Atlassian Cloud (I think). Any way to verify this btw? The domain is

The issue I'm having is with .webp files. The file preview works fine while editing in the browser, and even after it's uploaded, but as soon as I refresh, the preview is gone.


This is how it looks when adding the image. Preview works.



After publishing. Preview still works fineScreenshot_5.png

After refreshing the page. Preview unavailableScreenshot_6.png


Error messages that pop up in the console after refreshing.Screenshot_7.png

Editing the confluence page again. Preview still unavailable


@Owen Wallis has this issue been solved? I still have the issue after attaching an mp4 file to an issue. Used to work fine, but we have seen the issue the last couple of weeks.

We are using Jira Cloud.


Owen Wallis Atlassian Team Dec 15, 2021

A fix was applied for webm files. I'll check with the team to see if there are any issues with mp4.

UPDATE: I have investigated uploading both webm and mp4 on Jira and Confluence and both do have preview, however:
- Webm takes really long for the preview to kick in, about 1 min 9 seconds (00:03 to 01:12)
- Mp4 gets the preview instantly when uploading

Given this result, perhaps we can think of how to improve the preview enablement speed of webm.

Like Owen Wallis likes this

I have same problem @Owen Wallis  when upload attachment (webm)  with rest api

Owen Wallis Atlassian Team Sep 29, 2021

Hi @naseriimahmoud could you let me know a little more about what you are doing? Which product you are uploading into, what you are trying to achieve?

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