We don't recognise the format of a file you added or the data in it. Remove and try again.

[Justin Golden]

Cannot add images to tickets.

I get "We don't recognise the format of a file you added or the data in it. Remove and try again."

Sometimes it works and sometimes it doesn't. I've refreshed and had it work but then the next ticket it broke. I've tried deleting and reading the image. I've tried jpg and png. I've read hundreds of other forums from other users with the same issue. There seems to be no way at all to contact Atlassian. Apparently this has been a bug for five years. It's worked fine for me for the 3 years I've used it. I'm simply using the windows snip tool (win+shift+S) and pasting, and I've tried other methods.

This is preventing me from making tickets and wasting many hours of my time and company time.

(Also, the error message has a typo. "recognise" is not a word)

Some users report having bold or italics or multiple attachments or text that is too long or copied tickets is the problem. I have none of these and still experience it. It *sometimes* works but most of the time does not. I've tried chrome and firefox. I'm on windows 10 and have tried rebooting browser and rebooting PC.

You say on the side of this editor to "Include relevant screenshots" but Atlassian does not allow me to paste in any screenshots (PNG or JPG) into this UI.

Sorry to make yet another thread on this old problem, but I desperately need this as I need to make dozens of tickets and each one requires images, and I am unable to do my job with Jira broken like this.

The last ticket is the most relevant, but Jira forces everything I paste to the bottom, making it impossible to order these.

https://community.atlassian.com/t5/Jira-questions/I-am-trying-to-upload-files-on-our-Jira-however-is-giving-me/qaq-p/1673613

https://community.atlassian.com/t5/Jira-questions/I-can-no-longer-attach-files-to-Jira-why-is-this-Error-displayed/qaq-p/1176541

https://community.atlassian.com/t5/Jira-questions/Unable-to-attach-a-file-to-ticket/qaq-p/2577094

https://community.atlassian.com/t5/Jira-questions/Jira-unable-to-recognize-formatting/qaq-p/1030589

https://community.atlassian.com/t5/Jira-questions/Why-my-image-videos-files-are-not-being-attached-to-the/qaq-p/1348893

https://community.atlassian.com/t5/Jira-questions/Error-We-couldn-t-save-your-content-It-may-contain-formatting-we/qaq-p/1968560

I've tried the support link and even though we are on a premium business account, I cannot reach a human through here and am redirected to this forum page (which also logs me out every time I visit)

https://support.atlassian.com/contact/#/

[Roland Christensen]

The problem happens after a certain period of time working on an issue. If you notice the image has a greyed out look to it when you add it, the time has been exceeded. Open the Network tab in dev tools and you will see the 403 you mentioned has a message stating the JWT (JSON Web Token) has expired.

The trick is to get all your images uploaded before this token expires.

I don't know why you can save the text in an issue, but cannot save images. Seems like a defect on the Jira side to me.

[Anne Barrucand]

Is there anyway to change this timing problem or it must be done by Jira team ?

[Jim]

This happens most times I create a new ticket which is extra irritating since you can't say when it will fail.
And if you already pasted several images you will loose all but the latest unless you have tools that store multiple previous clippings.

So instead we always have to save images to disk first and then add them to the ticket after creating it. But posting the original description without the images is extremely botehrsome in itself, and then having to repeat it all in an extra message to get the screenshots in context.

This is extremely annoying.

[Justin Golden]

My temporary workaround is to have two tabs open: one for adding the ticket and one for a list of tickets within the epic. Add the ticket without the image, then refresh the other tab, open the newly created ticket, and click to edit, paste in the image(s) and then click save.

I also noticed a 403 forbidden in console when pasting the image in the create ticket modal. I would attach a screenshot but Atlassian does not allow me to here.

[Joel Courtney]

(Also, the error message has a typo. "recognise" is not a word)

Recognise is very much a word. Ref: https://www.oed.com/search/dictionary/?scope=Entries&q=Recognise

Now beyond that I'm also seeing this issue. I've pasted screenshots in. It also bumps the index of the issues by one for each attempt but does not create an accessible issue.

[dinesh]

No!  Solution for this.
I have the same case

Whyyyyyyyyyyyyyyy

We don't recognise the format of a file you added or the data in it. Remove and try again.

[hbunjes]

I also have the issue if creating the ticket takes too long in a modal window. Typical workflow is: Creating a bug ticket and, during creation, I take screenshots to show what I mean. At the end I cannot save the bug but I have to remove all the screenshots again, create the ticket without and edit to add screenshots again. Very annoying...

[Ramone Burrell]

This is what I am experiencing currently. Hopefully it is fixed soon.

[Mat Walker]

Ho hum.  Just wasted 45 minutes of my clients paid time working out what the issue is here.  Ended up copying all the Defect text into another editor. Cancelling the issue creation and starting all over again.

When a company starts to make it very hard for it's customers to contact them, like hosting 'chat' and 'forums' to pretend to listen, you know they have gone over to the 'dark-side' - Mickysoft/Google/Facebook/Apple/etc...  To have such an irritating (and costly, to the Businesses using Jira!) - yet simple to fix - bug that is ignored for years and years raises so many red flags...

If nothing else; the error text is misleading.

[Brian Laugherty]

I run into this issue ALL the time and it is very frustrating and time consuming, please JIRA fix this for all of us!

[Dvir Magal]

This issue is MAJOR!

i insert a lot of photos in tickets i create and it happens all the time. 

please fix it ASAP!

[Scott]

Agreed. It effectively invalidates using JIRA for writing task descriptions including images that take more time than the timeout takes. Once this timeout has occurred you also cannot copy the task contents including the images that were inserted after the timeout to the clipboard and start a new task. So it results in a mess of copy/paste do-i-still-have-the-broken-image somewhere. Very frustrating. 

Conversely, you also cannot prep the task  in word and copy the complete spiel in to the task with images, because the images dont come with. So there is no good way to do this I know of.