i attach short videos to tickets and i started getting an error message that the file format was not recognised and i cant save the ticket. i use MAC snipping tool and it works 95% of the time.
this messages is getting more frequent and i have had to resort to sending the video to my developers via slack or drop box.
i use the same tool, im not sure why this is an intermittent issue
i used to be able to log out then back in and i could attach the same file but that is not fixing it
welcome to the Atlassian Community!
In a similar thread were some tips lately on how to debug this situation. Back then it turned out, for example, that the file was just too big. But there are plenty other scenarios why this might fail, such like special characters in the file.
Please kindly review the discussion for different possibilities to diagnose it further.
In case you are on a free plan or your site is managed by a organization you are referred to Community. In all other cases you can open a support request.
If it should not be possible you still can check if somebody else has an additional idea on this issue - to be honest my options are coming to an end here.
Further diagnosis would probably require inspecting your network/network settings (there might be something that interrupts the upload but not in all cases - that,
although, can only be inspected by somebody on your end). Further diagnosis might also require to look into the settings of your specific Jira site - that can only do Atlassian.
angelica didnt provide any information for me to correct the error? only suggested i send various information to prove it. our developers looked into what we could re the dev tools and we cant work out why. can you please have your team investigate the issue as it is very frustrating having to slack videos to tickets to our team and cite it back to the ticket, then waiting a few hours and remembering to attach the file after jira allows me to
I fear there is a misunderstanding. I am with no official team but an user like you in Community. However, sometimes official Atlassians are here in Community.
I have not more Option than you.
However, you could contact Atlassian support.
Alternatively you can wait if somebody chimes in who had a similar issue alongside with a potential fix.
Hello @Naomi Milen,
Thank you for all the details.
I understand that you are facing this issue for a long time I tried today again to replicate the issue and also searched for similar issues with this error message, but didn’t find anything that is specifically related to uploading a video.
I changed the attachment size on my test site and a similar message was shown, but since you are able to add the exact same file after a while, it shouldn’t be the issue.
Since you are a user from a Premium cloud site, please, reach out to your site administrator for them to create a ticket with our support on support.atlassian.com/contact and add you as a participant. They will be able to access your site if you allow them, and then try to replicate the same issue to check what is happening in this case.
Thank you for reaching out to Atlassian Community!
Testing on my local site using the same tool, I wasn't able to replicate the issue, but maybe this is related to a bug where it only happens if an attachment is added with a formatted text.
Please, check the bug ticket below and let us know if it's the same steps you are following:
If that's not the case, can you please send us a screenshot of the error?
What browser are you using? Have you tested using another one?
Can you open the developer tools on your browser and check on the console tab if it shows any other error?
Is it happening on tickets from different projects or is it a specific one?
Is it a next-gen or a classic project? If it's a classic, are you using the new or old view?
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