"We couldn't save your comment"

[Morgan W]

Consistently over the last week, I've been having issues creating tickets or adding comments to tickets when screenshots are involved. Before this week, I could paste (from clipboard) a screenshot directly into the ticket body or a comment on the ticket with no issues. Now when I try I keep getting these warning messages saying that my entry couldn't be saved due to formatting. Has formatting changed that much? This is such a huge part of how we use JIRA with our teams - I need to be able to add these images and preferably without having to save them all to my computer to upload. 

Error message: 

We couldn't save your comment

It might be empty or have invalid formatting. If you copy-pasted, try removing formatting and adding it directly to the editor.

[John Funk · Accepted solution]

Hi Morgan - Welcome to the Atlassian Community!

I would open a support ticket with Atlassian - sounds like a bug may have developed. 

[Morgan W]

Thanks! Looks like I'll need to get my admin to reach out on this one.

[John Funk]

Let us know the result here so we can close this one out.  :-)

[lourenco_raccoon]

Morgan, I had this same issue and the problem was the name of the screenshot containing invalid characters. Just renamed to something like "test" and it works.

Regards.

[Omolara]

Thank you lourenco_raccoon this was really helpful. Was having the same issue and this worked. 

[John Funk]

Hi Omolara - I am glad Lourenco could help you out! Can you click on the Accept answer button above to close this one out? Thanks!

[Omolara]

I can't see the 'accept answer` button

[John Funk]

No worries - I will hit it for you to close out.

Cheers!

[Macario Ortega]

Do I have to rename the images in order to post them in a comment? That's quite a nuisance. 

[Morgan W]

It turns out that you can only upload images or documents that are less than 10MB! It's unfortunate that the error is so vague but after I found that out I've had no further issues and have been using Google Drive for any videos I need to attach that are larger than that. 

[John Funk]

Another option is to do what we do and that is use a third party vendor called Simple Cloud Files. It is available in the Atlassian Marketplace. 

[Kusum Gupta]

Tried renaming the file - didn't worked.

Changed the file size to less than 10MB - it worked !

[Jose Browne]

For me it was the filesize as well. Ya'll need to make this error message more accurate. Thanks :) 

[sgr_android]

For me, it was also related to file size. I compressed the video to 18 MB and it is allowed to me add the comments with attachments without any error.

[Atul Khatri]

I faced this issue while attaching a video in '.mov' format. Converted it to '.mp4' and it worked.

[Nadia Chu]

This is still an issue. Getting this generic error message when its filesize related?

Why can't we upload videos that are larger than that? This is such a staple feature for software development.

[Nadia Chu]

Solved this by upping the filesize quota in admin settings. Would be nice if the error message reflected the actual problem.

[Alexander Skvortsov]

I have same issue when I am trying to paste a video. I can see the video uploaded but when I push "Save" button I have: "It might be empty or have invalid formatting."

Fedora 36, Browser Chrome

[Alexander Skvortsov]

[FIXED]  My problem was related to some characters in the filename. When the file was renamed the issue disappeared.

[lbazan]

This issue was seen today solely because the videos included in the comment had / characters in the filename. As soon as I removed any / characters from the filenames and re-uploaded them into the comment, the comment saved as expected.

@John Funk - it would be sensible to have more specific error messaging here to avoid more people losing the time I lost trying to work out why the system wasn't working as expected. At the moment, the messaging does not direct users to check the filenames of attachments. Thanks.

--

We couldn't save your comment

It might be empty or have invalid formatting. If you copy-pasted, try removing formatting and adding it directly to the editor.

[Anthon Pedrollo Hax]

Thank you, renaming the file really worked for me.

[Brock Jolet]

I am running into this issue. I have tried saving the screenshot to a file and renaming it to "test" as suggested in a prior comment, but it is still not working. I can see a preview of the file in the Jira comment, but the little progress bar never completes, and I get the error when I try to save the comment.

[Brock Jolet]

I found that this issue persisted when I was using the list view and a pop-out modal for an issue. Opening the issue in its own window allowed me to proceed.

[Amritha Hitige]

I have a issue when I am trying to paste a video (4.4 mb). I can see the video uploaded but when I push "Save" button I have: "It might be empty or have invalid formatting."

[Pranav Thampi]

I am facing the same error when pasting in links containing / in the comments.

[Donny G France]

I have the same problem, please help

[Morgan W]

Hey Donny, 

It turns out that you can only upload images or documents that are less than 10MB! It's unfortunate that the error is so vague but after I found that out I've had no further issues and have been using Google Drive for any videos I need to attach that are larger than that. 

Hope this helps.

[mcoplan]

What's weird is that not even Google Drive fixes it

If I upload a video to Drive that's more than 30MB, then try attaching it to the ticket using the Drive Integration, it's the SAME issue!

So my question is: how can I attach Google Drive videos greater than 30Mb to my tickets?

[Morgan W]

Hmm - I haven't tried with the integration, I just add a link to the drive folder and have no issues that way