JIRA - Attach Screenshot features is not providing screens to paste image in

[Bill Davis]

We have been using JIRA 4.1.1 for a while and in the last two days our users are reporting issues with the 'Attach Screenshot' button in JIRA.

Normally this has worked where we click on the button and the JAVA program runs to check the digital signature and then we can add the image and comments to the JIRA. But lately users of Firefox are selecting the button and the screen is blank except for the text:

Attach Screenshot

Use this form to attach a screenshot to an issue. You can also explain what the file is for using a comment.
Copy the screen shot to the system clipboard and then click the Paste button below.

I had the users restart their browser and checked for any errors, but I cannot get the paste button to appear. Does anybody know what may be causing this?

It's not all users, just specific ones.

[Khanh Nguyen · Accepted solution]

This might be related to the Java version installed on the workstation. We have had this problem (sounds very similar) where some of our workstation have an older version of Java installed or some workstations have multiple versions of java installed. Check workstation's control panel and check your Java Control Panel, go to the Java tab and then the View... button to see what version of Java is installed on the problem workstation.

You may need to experiment with checking and unchecking boxes to enable or disable different versions of java to see if the problem is fixed. I have 1.6.0_31 and it works for me.

[Bill Davis]

Thanks conman, JAVA happened to be disabled on the users PC's, enabling it brought back the feature, used the following link to help with the diagnosis:

http://javatester.org/version.html - To find version and or if JAVA is disabled

Thanks for the idea!

[JamieA]

We also have had this problem... across all the IE users. I thought the certificate might have expired but it hasn't.

We don't get a blank screen, just a message saying sthg like "you must accept the security certificate for this applet to run" but no prompt to actually accept it.