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Attachments disappearing from Issues

I attach a file to an open Issue.  The next day it is gone, simply disappeared.  This has happened multiple times over the past week or so. 

Has anyone else had this happen? 

Thanks,  Janet

10 answers

1 accepted

0 votes
Answer accepted
Andy Heinzer Atlassian Team Aug 09, 2019

Hi Janet,

I have not seen any other reports of this problem.  I think it would be best if we could create a support case about this problem and if you could then provide some details of the Jira issues/attachments in that support case.  Perhaps this can help our Cloud support team to troubleshoot this issue further.

You can create a support case by going to

  1. https://support.atlassian.com/contact/
  2. Select Technical issue & bugs
  3. Select Jira
  4. Select Cloud,
  5. Enter your Cloud site URL.  Then complete the rest of that form.

This will ensure that your issue is reported to the proper Cloud support team that can better investigate this problem.

Regards,

Andy

YES! I have experienced the same issue a few times.  

The problem never occurred again for me, so it was hard to trouble shoot.

My best guess is that I didn't wait long enough for the file to upload before I added it to the ticket.  Suggestion:  when you first attach a file to a ticket, wait to be sure it has completely uploaded (a little check mark appears) before you actually insert the file.  

Hope this works for you as well. 

Janet

Yes, I do wait.  It's happened to me several times and to my colleagues.

I noticed that it happens more in the newer view vs the old view.

Hi

We witness similar issues. Did you find anything that could cause attachments to disappear?

No.  And I have opened two tickets and they just give me the run-around and tell me it's our problem inhouse and there's nothing they can do.

Like David Chin likes this

Thank you for your replies. I was expecting something like that and won't open a ticket then. Gonna try to be patient and further investigate the issue on our own.

Have a nice day.

Has anyone got to the bottom of why attachments are disappearing? Would appreciate if you could share the outcome of the investigations mentioned above.

Same on current server version!

Same here.  I thought I was delusional and telling people I found a bug and please take a look and they found nothing.  For me I saw the attachment.  I reload it the next day it's gone.  

I suggest taking video or screenshots every time you upload the attachment so you have proof it's occurring.  

Like Kristina Lemasson likes this

The same thing happened here in the last week. This is obviously an actual issue, no matter how infrequent. It can be problematic especially when we are relying on data to not be lost.

The same issue happened to me a few times in the past 2 weeks.

Yes, the same happens to me. We are on Cloud ServiceDesk Jira version and it happens infrequently. There is no rhyme nor reason. I wait until I am sure it has uploaded, then save and ensure it still there. Next day or so, it says Failed upload / Retry and simply has lost the attachment. When changing to the old view you can at least see the name of the file that you uploaded but it is not in the attachment list. On the same service request, later attachment stay - go figure. I have raised a service request with the Jira Helpdesk. Will see what they come back with. 

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