Ouch! We can't load the image.
Asked by Martin Helmbrecht:

Please help :(

Attachments upload and attach properly but upon opening them I receive the following error on the latest version of Chrome

Ouch! We can't load the image.

[https://api.media.atlassian.com/file/84b7ba69-3d30-4163-b141-9cb1d04179b3/binary?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiZjBjYjIwMS02MWIxLTQxMGItOTNlYS00NWZjYTZmOTY0MjYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjJjOGVhY2RhLTRjMzktNDkwMi1iNzAxLTUzZjc3NDNlYzQwNSI6WyJyZWFkIl0sInVybjpmaWxlc3RvcmU6ZmlsZTozNjU1ZDVlZi05NjVlLTRmMTEtYjhkZC1hMjQwYjBiMGUwMzciOlsicmVhZCJdLCJ1cm46ZmlsZXN0b3JlOmZpbGU6YjY5YmFlZDYtNWNjMS00ZWQwLWFhZGEtZDZiZjI0OTdjNTdlIjpbInJlYWQiXX0sImV4cCI6MTU0MjczOTc1OCwibmJmIjoxNTQyNzM4Nzk4fQ.Z...![error.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/38133i89CE814D742144A0/image-size/large?v=v2&px=999 "error.JPG")](https://api.media.atlassian.com/file/84b7ba69-3d30-4163-b141-9cb1d04179b3/binary?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiZjBjYjIwMS02MWIxLTQxMGItOTNlYS00NWZjYTZmOTY0MjYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjJjOGVhY2RhLTRjMzktNDkwMi1iNzAxLTUzZjc3NDNlYzQwNSI6WyJyZWFkIl0sInVybjpmaWxlc3RvcmU6ZmlsZTozNjU1ZDVlZi05NjVlLTRmMTEtYjhkZC1hMjQwYjBiMGUwMzciOlsicmVhZCJdLCJ1cm46ZmlsZXN0b3JlOmZpbGU6YjY5YmFlZDYtNWNjMS00ZWQwLWFhZGEtZDZiZjI0OTdjNTdlIjpbInJlYWQiXX0sImV4cCI6MTU0MjczOTc1OCwibmJmIjoxNTQyNzM4Nzk4fQ.Z-a-anhZ4goK2A-qSG_ym06HKfudGPCCHF8KwUuttmE&client=bf0cb201-61b1-410b-93ea-45fca6f96426)


Answers:
author: Sarunas Radzevicius
body: Hello, so how did you fixed it? I found a lot of requests about this problem but no solution. In my case some pictures disappeared in specific version and when I try to view with another browser - the same result:

Ouch! We can't load the image {#toc-hId--1350769381}
----------------------------------------------------


author: Shannon S
body: Hi Martin,

I'm assuming this is on Confluence Cloud. Could you confirm?

I'd just like you to confirm a few things with me.

1. Is this issue affecting only your user? Does it only affect your computer? What about outside of your current network?
2. If you were to test this in Incognito Mode, does the issue persist? What about if you clear your Chrome cache entirely, and disable all extensions?
3. Can you confirm if you are behind a firewall or proxy?

Thank you!

Regards,

Shannon

comments: author: Darius V
body: Also not loading for me. I asked one other user, for him it loads. Trying on mobile phone on mobile internet - same.

I have tried incognito mode, still same.

Users should not clear cache entirely, cache should be updated when it is needed only for specific site.

Clearing cache did not help.

Disabling extensions helped, but then enabled them and still loads.


author: Shannon S
body: Darius,

Is this happening to all of your attachments, and can you confirm if you're on Cloud?

The first thing you want to do is make sure that your network isn't blocking any of the required [IP addresses and domains](https://confluence.atlassian.com/cloud/atlassian-cloud-ip-ranges-and-domains-744721662.html) that are needed to connect to Cloud.

If that doesn't help, I would recommend reaching out to the [Cloud team](https://support.atlassian.com/contact#) with this case, because they can test your attachments and check the log files to see what the issue is.

Regards,

Shannon


author: Darius V
body: As I said it is not happening anymore. Probably I am on cloud. So probably network is not blocking if now they are loading.

And why should network ever block jira IP ?


author: Shannon S
body: Darius,

To explain, we use a variety of domains and IP ranges to serve the information required for Cloud to work. This is more than just the Atlassian IP ranges (since we also use AWS), and other domains than just the \*.atlassian.net domain.

Some companies have a very restricted internal network, and will block all access to outside IP ranges and domains for security reasons. In this case, they'll experience issues with loading parts of Cloud, such as javascript and attachments. One example is that you'd come to a Cloud page and you can see all the content but there's no CSS or scripts loaded.

For those customers, we ask them to open up their internal firewall to allow access to our IP ranges and domains to avoid that issue.

I'm happy to hear this isn't happening anymore for you. If it does occur again, please reach out to my colleagues so we can have a look at your server logs.

Take care,

Shannon


author: Sibabalwe Mvelo
body: Also a problem for me. What was the fix?


author: stefanovicova
body: I am having this issue very often, randomly I am loosing the attachments to our confluence documentation.


author: KimBley Griffin
body: Per one of Shannon S's suggestions, upon my viewing the images on Chrome browser via Incognito mode, the "Ouch!" issue disappeared.


author: KimBley Griffin
body: This Incognito mode solution is sufficient for me for now.


author: Terry G
body: We are also having this issue.

It does not affect all pages nor does it affect all images on a page. Some images display just fine.

If I go into attachments, and click on one of the images, it displays this error message.

/download/attachments/3402125638/image-2024-4-10_20-55-53.png?version=1\&modificationDate=1712800554438\&api=v2

If I right-click and open the image link in aother tab, the image displays properly.

/download/attachments/3402125638/image-2024-4-10_20-55-53.png?api=v2

Note that the result url is different. Not sure what to do with that information.  

This is a relatively complex page with multiple tabs and content in each one that gets updated weekly. I tried copying the content of one tab to a new child page. When I did, the contents all appeared. Not sure if the images will continue to appear, but it looks like they are. that suggests a problem with the original page data.