Why are my ticket pages refreshing mid comment?

[Jon_Fister]

Hello all

This never used to happen, and it's the most frustrating thing. While I'm writing up a comment for a ticket (e.g. when I'm testing it) the page will just refresh randomly and I'll lose my comment.

It seems to happen most frequently after I paste an image into the comment, which is even more frustrating because I usually do that when I'm providing evidence of my work at the END of writing up the entire testing comment!

I'm losing so much time to this.

[Angélica Luz]

Hi Jon,

Just for us to better understand and also for us to replicate this issue here, I would like to know more details.
Can you please let us if you are using a next-gen or a classic project?
What is the project type (Software, Service Desk, Business)?
Is this issue happening on the new view or old view?
If the project type is Service Desk, is this issue happening when you are adding a comment on the queue view?
If possible send us a screenshot or a screen recording of when the issue happens.

Once we hear from you we will be able to test here to verify if it's a bug.

Regards,
Angélica

[Jon_Fister]

Hello!

Next Gen vs Classic: Unsure, I would guess Classic as I haven't specifically opted into any next gen features (except obviously we are using the new JIRA look and feel)

Project type: I believe software. How can I check? I haven't used any other JIRA services so to me it feels like just "JIRA" and going into the help section doesn't provide me any info.

I'll try and get a recording for you soon.

Thank you

[Jon_Fister]

I got a screen recording of it occurring but this forum wouldn't let me upload a video so I've uploaded it to youtube:

https://youtu.be/wk20XCTu5E0

[Angélica Luz]

Thank you for the video.
I tried to replicate the issue using the same steps and using Google Chrome and Firefox, but the comment is saved normally.
I trying clicking on "Add" ou using the command to save to comment, but it works.
What is the version of your browser?
Have you tried using another one?
Is there any other user facing this issue?

[Jon_Fister]

To consistently reproduce I click outside of the comment window before or after uploading the screenshot, and then I click back into the window and start writing a comment.

Google Chrome is up to date
Version 75.0.3770.100 (Official Build) (64-bit)

I haven't tried using another browser yet.

It has happened to at least one other user (they use windows I use mac, but we both use chrome).

[Angélica Luz]

I and other teammates tried to replicate the issue following the same steps, clicking outside of the comment box and uploading the file also works on our instances. 
As the last test, can you please open the developer tools on your browser and follow the steps again to check if it shows an error when you try to save the comment? If it shows, please send it to us.
Also, test using another browser or incognito mode, if it works and if you are using some browser extension, please disable one by one and test.
If none of this works, then we will create a ticket with our support so you can send them a HAR file and they can try to replicate directly on your instance.

[Jon_Fister]

It may have something to do with PowerScripts. Do you know if that's possible? If so do you know how to configure it to stop refreshing the page constantly while I'm writing comments?

I'm trying to find another cause at the moment, and reproduce on other browsers, I'll get back to you.

[Angélica Luz]

We are not sure if PowerScripts can cause this, would it be possible to disable the add-on to test?
Test using another browser and also incognito is a great test, mainly if you have extensions on your browser that sometimes can cause issues.