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How to fix "failed to load" error at attachments in Jira tickets

 

Dear Jira,

After successfully uploading a few attachment to a jira ticket yesterday, my developers and myself are getting the following error (see attachment below).

This is quite disruptive to our workflow.

Any way we can resolve this? 

Thanks, 

Joost 

 

Screenshot 2018-11-30 at 13.30.44.png

18 answers

Hi this is only problem of new view. Change to old view and you will be able to download attachments. I hope somebody in Attlassian will rework new view because it is useless now. 

And how does one change back to "old view"?  Appreciate the help...

Hi, old view does not help me, but anyway in order to switch to the old view you need to either set this in your personal JIRA settings:

image.png

and then:

image.png

OR for the specific issue:

image.png

So is there a solution for this issue? I've noticed that in many cases it happens in cloned issues.

We're experiencing exactly the same issue. Does anyone know either solution is being put in place soon?

1 vote

Hello everyone,

Thank you all very much for reaching out to Community!

I read your comments and since there are different bugs related to attachments on the new issue view, I'll post here the ones I found and I kindly ask you to check in order to confirm if it's indeed one of the bugs you are facing:

If none of the bugs mentions the same behavior you are facing, I'd suggest you create a new question in community, so we can treat each case separately.

@Catalina_Hirsau Since your case is related to Confluence and not Jira, please create a new question with more details and a screenshot for us to better help you with this case.

Regards,
Angélica

Hi Angelica, 

thanks for looking into this. From our experience, your list sums it up perfectly. Looking forward to seeing a fix deployed hopefully soon. 

Cheers, Erik 

Like Angélica_Luz likes this

Quick update: by now about 30% of all cards in one of our projects got corrupted in terms of that none of the attachments and images load.

Cheers,
Erik 

I find that the inability to paste images into Jira cloud comments is intermittent. Sometimes I get the error directly  "Failed to load...Retry" after which the comment cannot be added until the image is deleted. This error is accompanied by network XHR errors like this as shown in the Chrome dev tools:


Request: https://api.media.atlassian.com/chunk/probe

Response:

{
"error": {
"code": "JwtAuthoriser:TokenExpiredError",
"title": "Token verification failed: jwt expired",
"href": "https://api.media.atlassian.com#UnauthorizedError"
}
}



 If I repeatedly try pasting the image sometimes it eventually starts to work again.

For those still having this issue, if you could check for error messages like "Token verification failed: jwt expired" (see my previous comment) that might help Atlassian diagnose and fix the problem. This message does not appear in the actual web interface. I look for these messages by going to the Chrome developer tools. When the upload error occurs, hit F12 and go to Network/XHR and look for requests such as "upload" as shown below, and look at the response. Errors may appear in the Response. This "jwt expired" error seems to have occurred in related Atlassian issues such as this one.

Jira upload comment image.jpg

We are experiencing the same issue on some tickets (Cloud version). Changing to the old view is a workaround but frankly unacceptable. 

0 votes
tom_lister Community Leader Nov 30, 2018

Hi @Joost_Boer

check the logs for the specific error and post here.

Errors I’ve experienced with attachments are:

>configured max file size 10mb

disk permissions changed

disk full

Thanks Tom. 

The problem somehow seems to gotten resolved by itself. 

Same problem here, have this error:

OPTIONS https://api.media.atlassian.com/items net::ERR_NAME_NOT_RESOLVED

 

This is somehow related to domains records. 

I have the same issue. The cloud JIRA system is not stable. These problems will appear every once in a while. How to fix it?

Hello, we are stuck in the middle of our migration to Jira Cloud with none of our attachments showing up.  Our storage size suggests that the attachements are there and we followed the folder structure in the instrustions "attachments.zip -> data-> attachments-> projects etc.

Thank you,

Is the problem same with old view? 

I am experiencing the very same issue. Seems to be related to large attachments. If I replace with smaller image works just fine. Please suggest a solution.

still have this issue - My files average 120kb - png exports from Figma, etc.
I have this regularly on both Confluence and Jira.

I am losing time on this and have to do double the work.

For me, the problem also occurs with very small images. It's intermittent. If I try a few times it eventually works. This and the "jwt expired" error I mentioned above seem to suggest something is failing temporarily.   

Same here - we work a lot with Confluence and experience the same issue - it is very risky to put there a lot of work and lose it all 

@tom_lister This a a problem with the New View. Annoying. When will this be fixed ?

0 votes

Experiencing this all the time. It's incredibly annoying

Amazed that this problem continues to this day and has never been fixed.

Like # people like this

Same problems here - no response by Atlassian is not very reassuring.

Like Kiffin_Gish likes this

I also have the same problem. Please Atlassian, fix it.

I also have the same problem.

I had the issue with uploading screenshots ("Unable to load." with subsequent "Cannot save your comment"). I checked the network log in the developer console as was suggested, and it said something about "token expired", så I reloaded the page (Ctrl + F5), and then tried again and it worked.

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