attachments : pictures not displayed when you click on the thumbnail

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,

1 answer

1 accepted

0 votes
Accepted answer

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.



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 : 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,

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 !


Suggest an answer

Log in or Sign up to answer
Community showcase
Published Jan 29, 2019 in Jira Software

Transforming Jira Software projects for general project management purposes

...It's true that there are projects in Jira; but they are merely a way to cut off issues, to tell them apart from other sections of work and to apply rules that are specific to that team (the schemes)....

205 views 0 6
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you