User unable to upload documents to ticket

[Katie Mark]

One of our users has not been able to upload attachments for the past several days (they were previously). Nothing has changed with their computer or browser that we are aware of. No other users are having the same issue. 

This user is also getting an error "Something went wrong while attempting to validate your credentials" but are still able to log in successfully. 

We have tried clearing cookies/cache, changing the cookies settings in the browser, trying other browsers but with no success. 

[Trudy Claspill]

Hello @Katie Mark 

What browser is that user using? What other browser apps has the user tried?

Have they tried a private browser window?

Are they trying to upload through the customer portal or the agent UI?

Have you contacted Atlassian support?

[Katie Mark]

Good morning!

The user was using Edge, but it worked when they tried with Chrome. 

To answer the other questions, we had not tried a private browser window, but will keep this in mind in case we run into this again. 

This was through the customer portal. 

Thanks for your help!

[Trudy Claspill]

Were other users successful doing the same thing with Edge?

Atlassian noted an incident for users of the Edge browser which may be related to the experience of that user.

https://jira-service-management.status.atlassian.com/

[Katie Mark]

No other users on our team have reported issues. Some use Edge while others use other browsers. If we experience this again we will try using a different browser. 

Thank you!