A particular user cannot upload .zip attachments on jira issue. - Internal error occurred

[Jael Busuttil]

Good Morning, 

A user is having issues with uploading a zip folder on jira issue. The UI is prompting "An internal error has occurred. Please contact administrator". The log files are not logging anything with regards to this error. 

The attachment type is zip, the size is approx. 10MB, my JIRA is configured to allow 50MB. 

1. I checked: https://community.atlassian.com/t5/Answers-Developer-Questions/Internal-error-while-attaching-files-to-issues/qaq-p/494083
where it states that the nginx also has a parameter of the attachment size, but my nginx parameter is "client_max_body_size = 100M". 

2. I checked: https://community.atlassian.com/t5/Answers-Developer-Questions/Internal-error-while-attaching-files-to-issues/qaq-p/494083
where it states that if the user is receiving "Communication Breakdown" info while adding Comments but added anyway then it is network - but this is not the issue. 

3. I checked: https://community.atlassian.com/t5/Jira-questions/Internal-error-when-uploading-file-to-jira-issue/qaq-p/138832
where it states if the file is protected (or in Edit Mode in PDF) it may not upload - but this is not the issue. 

4. I checked: https://community.atlassian.com/t5/Jira-questions/File-quot-quot-was-not-uploaded-An-internal-error-has-occurred/qaq-p/1077631
where it states that IT system administrator has arranged the issue, and I already consulted with the system administrator, does not seem to be our problem.

5. Finally, I also tried replicating the issue by adding a 10MB zip file, and I managed.  

JIRA VERSION DATA CENTRE v8.6.1

Any tips please? Thank you.  

Regards,

Jael

[Dave Liao · Accepted solution]

@Jael Busuttil - when you tested an upload yourself, did you try uploading the same ZIP file that the user did?

Can you have the user re-create the ZIP archive, and try again?

[Jael Busuttil]

Hi @Dave Liao and @nina_schmidt 

Thank you both for your input. We have found the problem! 

Going to paste the solution here in case any other JIRA user faces the same problem:

The user was taking the following steps: 

-> accessing a folder from a server mounted on the local machine (he was not aware of this mount)

-> dragged and dropped the folder to Jira - therefore, the user unknowingly was downloading and uploading to Jira directly, hence since the file was big (approx 10 MB) the network was having a download of 10MB and an upload of 10MB simultaneously, causing the network to crash). 

-> the problem is not jira, but the user has to download the file locally {meaning on the local drive} and then upload on jira. 

thank you so much! and apologies for the inconvenience. 

[Dave Liao]

@Jael Busuttil - Glad you were able to figure it out! ⭐

[nina_schmidt]

Perfect, you are welcome @Jael Busuttil 

[nina_schmidt · Accepted solution]

HI @Jael Busuttil 

perhaps you already did, but what about permissions for this special user or roles?

does the user have the rights to upload files? 

[Jael Busuttil]

Hi @nina_schmidt 

Thank you for your response. 

Yes the user does have rights in the project and in the issue to add attachments. 

Regards

Jael

[nina_schmidt]

would have been too easy ;-) 

I'll try to loop a fellow leader in.

[Jael Busuttil]

@nina_schmidt Thank you I really appreciate it as I do not know what other options I can use.