attachments : pictures not displayed when you click on the thumbnail

[Grégory Bisschops]

Hello Support.

I'm facing an problem right now with the attachments in my issues (jira software and jira service desk).
When it is a picture, I can see the thumbnail, but when I click on it to see the picture, the small wheel is running foreever on my screen. I have to refresh the page to exit that view mode.

I tried with my browser Safari 10.1.2 then on firefox (last version too), same phenomenom.
If in safari, I click on the title of the picture and I download the picture, in my compturer, the file size is 0 byte.
If I try that one in firefox, I can download and see the picture correctly on my computer.

Moreover, the tests I made are in the classic jira interface.
But if I tried to view the picture in the jira service desk portal, in the comments, I can see the picture correctly !

This is very weird.
I tried to reboot the jira server, but I still have the same problem.

My colleagues have the same issue too.

Here are the versions of Jira : 

JIRA Software 7.3.0
JIRA Service Desk 3.3.0

Can you help me on that one ?

Best regards,

[somethingblue · Accepted solution]

Hi Grégory,

Here is what I would check:

1. Make sure you are accessing your instance using the Base URL configured in JIRA?
2. Do you have a proxy and if so, if you access the machine JIRA is installed on via localhost:8080 do you get the same behavior?
3. Create a HAR file from each browser and take a look at the results.
4. Does this happen with all image types?

I would look at those first but if you're still unable to find out what's going on I would put JIRA in Safe Mode to see if it still exhibits the same behavior.  If it doesn't re-enable the add-ons one by one until you find out which add-on is causing this.

If none of the above help let me know.

Cheers,

Branden

[Grégory Bisschops]

Hello Branden,

Thanks for your feedback.

Here are my answers to your suggestions : 

1. Yes, I'm using the base URL.

2. Yes I have a proxy, then I tried to access the Jira with its local ip address : http://xxx.xxx.xxx:8080/ and I have the same phenomon when browsing the pictures without using the proxy.

3. Sure, you will find in attachment the har file for chrome and firefox. To reproduce I was on my kanban board, then I refresh the page, then I click on one issue in the board, then in the right panel I navigate to the issue, then I click on the thumbnail of the picture in attachment, after a while, I refresh the page to exit the broken javascript action.

ps; can I have an email or another way to send the har files to you without allowing the entire web to access the files ? :)

4. I noticed it with png files. Then I tried jpg, bmp, jpeg, all have the same issue.

For the safe mode, I'll test it, in the meantime if you can provide me a secure way of sending to you the har files ?

Best regards,

[Grégory Bisschops]

Hello again,

The safe mode was successfull ! The latest add-on I've installed is causing the issue.

I'll contact the vendor.

Thanks again for the support !

Greg