Images in JIRA notification emails are not loading when sent to gmail

[cns_jonathan]

https://imgur.com/a/56roGjJ

As you can see, the images display that broken image icon instead of actual pictures when a notification email comes through.

99% of users use Gmail to view images.

Anyone know where to begin?

Any help would be much appreciated 

[Petter Gonçalves]

Hello Jonathan,

Sorry to hear you are facing this problem.

Per the screenshot you provided, it seems that all the images not properly rendered in the e-mail notifications are embedded in an issue comment. Have I understood it correctly?

If that's the case, I believe your instance might be impacted by the following bug:

- Wiki markup embedded images are not shown in email notifications

As you can see in the bug description, the three main causes for the images not rendering properly are:

• the user viewing the email message is not logged in, as described in the knowledge base article: Images not showing in Jira email notifications 
• the user's email client doesn't allow to set up a session in Jira for authentication purposes
• the configured outgoing mail server caches images, but is unable to authorize in Jira, and caches the 403 responses (e.g. when Gmail with the default settings is used as the outgoing mail server)

That being said, I suggest you vote and watch the bug to receive notifications about any updates on the change of that behavior.

Let me know if you have any questions.

[Jesse Jenken]

We're facing this as well and I believe you've nailed it with the authorization note.  Google's cache servers certainly don't have access to our private Jira and Confluence assets, resulting in their inability to cache properly.

Is there a solution to this if Google insists on caching all images to load them from it's local repo's, rather than linking to offsite images?

[Boris Berenberg - Atlas Authority]

@Jesse Jenken are you on Jira Cloud or Server/DC? We're working on a solution to this for all platforms.

[Jesse Jenken]

Jira Cloud in this case.  

Our issue was resolved by adding a URL Mask to exclude the Atlassian assets from being cached by Google Mail Servers, which had no access unauthenticated to cache the images.  By eliminating caching for our users for these two cloud services (Jira / Confluence), now users load images directly from the SaaS solutions when rendering in their browser, which works after they've logged in for the day and established a session to Confluence / Jira.

Hope that helps.

[PD Sheehan]

@Jesse Jenken  does that still work for you?

We had a similar URL mask in our Gmail for our Jira Server instance, but lately, that doesn't work in chrome

When I look at chrome developer tools, I can see a request */secure/attachment/*.png are getting a 302 status code and redirected to the login page. This implies that gmail is somehow running in a different browser session in chrome.

I just tested with Firefox and it works as expected.

[Jesse Jenken]

@PD Sheehan I believe it is; your note sent me an email update and it came through with the graphics.

Haven't had any issues since my previous post.

Cheers