Help Center: Users not seeing attachments

[escapemanuele]

Context: p1734608843084809/1734608827.563199-slack-C07D72S1135

We saw a few users in chat today who couldn’t find a way to upload pictures to their chats. I tested it on my end and noticed that when you open a new chat, the icon is not there. It reappears when you navigate out of the chat for a second. Gif to show how it looks from my end:

https://d.pr/i/wn4DKc

[github-actions]

OpenAI suggested the following labels for this issue:

• [Feature Group] Support: This issue relates to user support as it involves users having trouble finding functionality to upload attachments.
• [Feature] Help Center: The problem affects users trying to navigate the Help Center for guidance on uploading attachments.
• [Feature] Media: The issue revolves around media uploads, specifically the visibility of the upload icon when attempting to attach images.

[agrullon95]

I'm unable to replicate this issue. I tried opening new/existing chats and can see the attachment button every time.

[supernovia]

I had two users say today that they couldn't attach images. Here's one:
9238420-zd-a8c

[github-actions]

Support References

This comment is automatically generated. Please do not edit it.

• 9238420-zen
• 9254615-zen
• 9257890-zen
• 9258547-zen
• 9249977-zen
• 9249897-zen
• 9262436-zen
• 9263430-zen
• 9263875-zen
• 9265548-zen
• 9268165-zen
• 9268283-zen
• 9268893-zen
• 9268663-zen
• 9270821-zen
• 9272554-zen
• 9271706-zen
• 9276107-zen
• 9285079-zen
• 9284892-zen

[escapemanuele]

@agrullon95 && @heavyweight can you give this a try this week?

[wiesenhauss]

I wasn't able to reproduce this (proxied/unproxied), but other HEs have noticed the issue too. Some users have also mentioned it in chats, e.g., 9254615-zd-a8c

[khristiansnyder]

I have had quite a few customers in chat the last couple days mention they can't upload. I've had to direct them to add files to their media library.

[supernovia]

I've had quite a few as well. Some see the icon but when they upload nothing happens, like this one. I had them refresh and the icon went away.

9257890-zd-a8c

[Greatdane]

Had a user unable to attach image as well;

9258547-zd-a8c

[agrullon95]

@supernovia - Are the users seeing any console errors? This one is a bit difficult to debug because I can't access the user's chat when I use the "Switch to user" tool.

[jorpdesigns]

The users in 9249977-zen and 9249897-zen tried sharing screenshots but the pictures did not come through.

[agrullon95]

I made a small change. I'm not sure if it's the proper fix since I can't easily debug it, but let's see if one of the users with the issue can now see the attachment button.

@jorpdesigns @supernovia @Greatdane @khristiansnyder @wiesenhauss

[wiesenhauss]

@agrullon95 I'm using a test account, unproxied. No upload button. At least I can reproduce the issue now.

Here's what I see in the browser console:

[Error] Source Map loading errors (x5)
[Error] Failed to load resource: the server responded with a status of 404 () (build.min.css.map, line 0)
[Error] Failed to load resource: the server responded with a status of 404 () (build.min.js.map, line 0)
[Error] Failed to load resource: the server responded with a status of 404 () (index.min.js.map, line 0)
[Error] Failed to load resource: the server responded with a status of 404 () (view.min.js.map, line 0)
[Error] Failed to load resource: the server responded with a status of 403 () (frame.5.6.0.min.js.map, line 0)

Not sure if that’s helpful—let me know if there’s any additional info I can provide that might help!

[supernovia]

This user tried attaching an image and lost their chat / had to create a new one. I suspect they were talking to a bot, since I didn't see previous interactions.
9262436-zd-a8c

[jerrysarcastic]

Have a user in chat now that could not see the option (one of several today with this issue) in 9263430-zd-a8c

They shared the following screenshot, taken about ten minutes ago (from the time I've posted this)

[dev-sabbir]

Another one here: 9263875-zd-a8c

[jartes]

Another one with Edge and Chrome (Windows): 9265548-zd-a8c

[devNigel]

Another one: 9268165-zd-a8c

[devNigel]

Another one: 9268283-zd-a8c

I would like to note that, on a few occasions, after the user initially reported the missing attachment option, they were able to send images through chat.

[jorpdesigns]

Reported in 9268893-zen and 9268663-zen. Both users appear to have had the attachment icon but could not upload images.

[nazilya06]

This user was unable to upload the image 9270821-zd-a8c

[philnick206]

Reported in 9272554-zd-a8c

[philnick206]

Reported in 9271706-zd-a8c

[escapemanuele]

Thank you all for your patience, we'll give this top priority.

[supernovia]

I noticed this when testing something else. The attachment icon is there, I can click it and select an image, but it doesn't do anything. This matches what some users have described. Console shows a CORS policy error.

I was accessing help from wp-admin.

CORS.error.mov

[supernovia]

9276107-zd-a8c

[escapemanuele]

Things may have improved after a refactor. Let's see how the situation goes today and tomorrow 👍

[arunsathiya]

9285079-zen - one more case from today (Jan 15) where the customer could not see the attachment icon.

[agrullon95]

@arunsathiya - Is this user unable to see the upload button or is uploading not functioning for that user?

[arunsathiya]

@agrullon95 Unfortunately, I didn't get as far as asking that question because I thought the upload button missing on the chat box was the only issue. I can be more precise and ask in the future though.

[supernovia]

I tried uploading from my desktop but it wouldn't send.

9284892-zd-a8c