Images not shown often

[Ryota Hashimoto]

Hi,

When opening a page with 2 or 3 images, these won't be shown often and Retry link appears, even sometimes it can be shown correctly and no high load on browser side. 

Is there any way to avoid or reduce such issue? 

Thanks, 

[Shannon S · Accepted solution]

Hello Ryota,

Thank you for raising this with us. I haven't seen that behavior on a Cloud site yet. Can you confirm that when you have this issue, all of the images are directly attached to the page, and not being referenced from another page?

There are a few things we want to rule out:

1. Does this happen each time specific pages are loaded, or does it happen randomly with pages?
2. Are all Confluence users encountering this issue?
3. Does this occur across multiple spaces?
4. Can you replicate this problem from various browsers, devices, and networks?

If you continue to have the issue, we will need to have a look at your site logs. You can report the issue to Cloud Support, so long as you are a site admin, trusted contact, or technical/billing contact. From there, we'll be able to replicate the issue and have a look at your site logs.

Thank you!

Shannon

[Ryota Hashimoto]

Hello Shannon,

OK, I will wait for some more repros then ask you at Cloud Support to see site logs since there are no workarounds or related issues reported. 

As received reports from my users I can answer your inquiries below:

all of the images are directly attached to the page

Yes.

Does this happen each time specific pages are loaded, or does it happen randomly with pages?

Since a page was reported, it's specific.  But similar phenomenon I've ever seen on the other pages, that could lead it might occur randomly with pages. 

Are all Confluence users encountering this issue?

Not confirmed since a user reported.  And as it's hard to reproduce it between users on the same page, if the above applies to here as well, it can happen on unspecified multiple users, not some specific users. 

Does this occur across multiple spaces?

Not confirmed since a page was reported. 

Can you replicate this problem from various browsers, devices, and networks?

Not confirmed.  Currently only Chrome. 

[Shannon S]

Thank you for the update,  @Ryota Hashimoto. I would say you can file the support ticket now; we can begin testing from  our end, and then if you're able to reproduce it, you can get it over to support.

It will also help if you get that behavior recorded on a HAR file, which you can also send to us in support to help with our investigation.

Take care,

Shannon

[Ryota Hashimoto]

Hi,

It seems like that we are not paid user for Confluence (while we have Bitbucket license) since I can't issue a ticket from https://support.atlassian.com/contact/.  I will ask to our admin about that. 

Thanks,

[Shannon S]

Hello @Ryota Hashimoto,

According to the information you provided, the Cloud site associated with your account is paid and fully support eligible. There should be no issue logging a ticket with support for Confluence.

Your user in particular may not be eligible to log a ticket, so make sure to get in touch with one of your primary site admins, and they'll be able to help you with that.

Take care,

Shannon