Issue with attachment field for user of customer portal

[Lauren]

Hi, 

I'm looking for some help on this weird issue. We have one user who is getting this error when they try to fill in any request type form on the customer portal - the attachment field says ' An error occurred when loading the attachments field'

Attachments are mandatory on the forms so they are unable to submit requests due to this error. But no one else is having the same problem, I've checked on my own laptop using the same brower and no issue. 

I went through clearing the cookies and cached data with him and still the same problem - does anyone else have any ideas?

Thanks in advance!

[Ismael Jimoh]

@Lauren 

Please check with the person what time they attempted to upload the attachment. Then check with Atlassian.

Without logs, it is hard for us to tell you what could be wrong because the error could stem from poor uploading speed to the file uploaded being larger than what is allowed.

Raise a support ticket and with the information collected, I’m sure Atlassian would be able to help.

You can also ask the user to capture console logs from their browser to know if this is a front end issue.

[Lauren]

Hi Ismael, 

The user isn't able to even select an attachment, the error shows as soon as the form is loaded. 

But I'll raise a ticket with Atlassian, just thought I'd ask here first. 

Thanks.

[Thomas Papougnot]

@Lauren 

Hi,

The root cause is not clearly identified but there's a workaround.

In the Projects Settings, just add the user in the People section with a Service Desk Customer role and the error should not occur anymore.  

Hope it helps!