previews are not available in some cases

Between 07:50 UTC to 11:31 UTC, some customers experienced previews of attachments unavailable for Confluence, Jira Work Management, Jira Service Management, Jira, and Jira Product Discovery. We have deployed a fix to mitigate the issue and have verified that the services have recovered. The conditions that cause the bug have been addressed and we're actively working on a permanent fix. The issue has been resolved and the service is operating normally.

We have identified the root cause of the issue of previews not being available for some attachments and mitigated the problem for new uploads and frequently viewed files that were affected by this issue. The rest of the previews are gradually being regenerated. We are now monitoring this closely.

We continue to work on resolving the previews unavailability for Confluence and Jira attachments. We have identified the root cause and expect recovery shortly.

The issue will not be seen (ie., preview will be available) for new attachment uploads.
We are working on remediating the impacted previews.

We are investigating reports of intermittent errors for some Confluence and Jira Cloud customers where attachment previews are not loading. The attachments are available for download. We will provide more details once we identify the root cause.