Users Reporting Intermittent Issues with Comments not Loading in Jira Issues

[Ellen Gruebbeling]

Hello all,

Over the past few months, a few users who primarily work in the same projects/issues have reported experiencing issues with comments on the issue(s) loading.

This is not happening for all users (including myself) and the users report that this is an intermittent issue and does not happen every time. One of the users confirmed that they do have issues with other cloud based programs loading overall.  These users primarily utilize two projects and one of the users confirmed that they have experienced the issue in both projects. 

Recommendations were provided to these users to update their browser and clear their cache. For one user, this troubleshooting worked. However, for two other users, they continue to experience issues with their comments loading on the issue. 

Recommendations provided to users
Clear cache/browser history
Update Browser
Test using a different browser
Test using an alternative network outside the company network

Please see below information/updates provided by the users continuing to experience the issue:

"I would view an issue and no comments were shown, but when I reloaded the page they showed up. This hasn't happened recently until this morning."
"It worries me that there is no error msg like 'comments can't load now, retry' or anything, it just looks like there are no comments."

"I have seen a few more instances, and this is after I made sure Chrome was updated and the cache cleared. This morning a new thing happened, I was viewing an issue and only the first comment was loaded, even though I had added others. After I refreshed the page, they showed up."

"I feel like I already wait a good 10 seconds for everything to load on issues that have a lot of items"

These users have limited ability to use alternative browsers and have to be connected to a secure network. 

Although this is only occurring for a few users, could it be related to aspects of our Jira instances (such as the shared project)? Please note, this does not appear to be occurring for all users who utilize this project.

I have reviewed the Atlassian Community board and I have seen similar issues reported in the past. However, I wanted to check in to see if other users were experiencing these issues recently or if there are any recommendations in addition to those above to troubleshoot/resolve the issue. 

Please let me know if you have any questions. Any insight or recommendations would be greatly appreciated! Thank you! 

[Valerie Knapp]

Hi @Ellen Gruebbeling , thanks for your post and for all the detail. 

I would open a ticket to Atlassian to have them take a look at this. They are the best ones to be about to see the individual Atlassian ID"s / accounts and what's going on https://support.atlassian.com/contact/#/ 

Best wishes