Not able to view attachments

[Randy Muth]

I am having an issue where no one in our org can view attachment either by clicking on the attachment or the attachment preview.  When you click, all we get is a blank screen.  

You can download it and you can see the attachment but that is not a workaround I can sell to my org. 

I have tried different browsers, and different types of file types and all have the same results.  

HELP!!!!!!!!

The first screen shot is the two locations I click on, and the second screen shot is the view I get.  

[Pramodh M]

Hi @Randy Muth 

Making sure is it the Cloud version?

If it is a cloud version please reach out to Atlassian support and if its a Server version please follow the guide below

Did you recently upgraded to the 8.15 version of Jira.

If so

Please check whether these files are present in installation directory folder jira/atlassian-jira/WEB-INF/classes/com/atlassian/jira/web/servlet

ViewThumbnailServlet.class

AbstractViewFileServlet.class

ViewAttachmentServlet.class

If not present add it from the previous backup copying each file to the location I have specified.

Here's the link to the files https://drive.google.com/drive/folders/1-b18UPdigxrgYRdCCMNBWJqkfEY6Yd5I?usp=sharing

If it did not solve, please check this link here https://confluence.atlassian.com/jirakb/existing-attachments-will-not-open-after-migrating-jira-server-785453577.html

Please let me know if it solved the issue.

Thanks,
Pramodh

[mogavenasan]

Hi @Randy Muth,

Just a hunch, try toggling the New Jira issue view and see if that solves the problem. Tested on my Cloud instance and the attachment preview works fine on both of the issue views.

[Randy Muth]

No change.  I tried toggling everything I could on the page. 

[mogavenasan]

If it's possible, you might want to reach out to Atlassian support regarding this issue. It looks like you have done all the basic troubleshooting.