Attachments printing/export issue – images appear oversized or broken in Jira Cloud (Chrome!!)

[Leonardo Grotti]

Hello Atlassian Support,

In the past 1–2 weeks we have noticed a change in how Jira Cloud handles image attachments when printing or exporting issues. This is seriously impacting our workflows because we often need to generate PDF/Word reports including attachments.

Problem description:

• When an image is inserted as an expanded attachment inside the issue, it appears extremely large when printing (takes up almost an entire page or multiple pages).

• When exporting the issue to Word, the image does not render properly: either it becomes a huge blank space or the image fails to load (broken link).

• When inserting the image as a link/thumbnail instead of expanded, the image does not appear at all in the print/export — only the link text is visible.

• Adjusting the print scale (e.g. 70% or 30%) only affects the text, not the image size. The image always renders at full resolution.

• This behavior was not present until recently (roughly 1–2 weeks ago).

Tests already performed:

• Tried printing/exporting on Google Chrome → issue persists.

• Tried printing/exporting on Microsoft Edge (v140) → issue persists (also noticed the incident reported in Atlassian Status Page regarding Edge + Strict Tracking Prevention, but in our case the issue also happens in Chrome, so it seems unrelated).

• Tried with different scaling settings (70%, 30%, etc.) → no effect on image size.

• Tried exporting to Word → image appears oversized or fails to render at all.

• Tried attaching the same image as link/thumbnail → prints only as link text, not the image.

• Tested in Chrome Incognito Mode → issue persists.

• No option available to export to PDF natively in our Jira Cloud instance, only Word.

Expected behavior:

• Attached images should be displayed consistently when printing/exporting issues.

• Ideally, images should be resized to fit within the page (like they used to before).

Impact:

• We cannot reliably generate printed reports or exports with attachments for clients.

• Currently forced to manually resize attachments before uploading, or take screenshots as a workaround.

Could you please confirm if this is:

1. A known bug affecting Jira Cloud (beyond the Edge incident already reported)?

2. A recent change in how Jira handles attachments during print/export?

3. If there is a workaround or planned fix?

Thank you for your support!

[Serge Gordin]

I've searched for that same issue you described and found your comment here @Leonardo Grotti 

Many in our organization have realized this sudden change. It's a bug for sure which makes the Jira>>PDF export impossible!

Resizing the image to a tiny 96x64 size may help for making the PDFs somewhat readable, however it's basically become a useless thumbnail-like view for those images in the Jira Cloud UI.

Very annoying, frustrating, and huge disappointment!!!

[Anton Eremin]

Engaged Jira Support, their response, briefly:

We've discussed the issue with our developers and since it is a replicable behavior in any Jira site, we proceeded by formally reporting it as a public bug as below.

https://jira.atlassian.com/browse/JRACLOUD-96214

As for the next steps, I highly encourage you to add yourself as a watcher to follow-up its progress and provide any feedback you might have on the comment section

[Aron Gombas _Midori_]

I don't know if Atlassian made changes to this feature. It wasn't communicated, although small changes are rarely mentioned...

You may want to try the Better PDF Exporter app, it should work better with embedded images.

(Discl. this paid and supported app is developed by our team. Free for 10 users!)

[Anton Eremin]

The Better PDF Exporter app does not solve this problem. Images from the comments section are giant in the export and cover the entire page. Modifying the template file has no effect.

Edit: There is a way to modify the template to fix this behavior. See below.

[Aron Gombas _Midori_]

@Anton Eremin I tested it and added two images to a work item, one to Description field and another to a comment. Both are 3440x1319 in pixel dimensions (screenshots take about my double-width display).

Better PDF Exporter exported them to a PDF file, fitting them to the page width and keeping their proportions. (I made no customizations to the default PDF template.)

This is how the Description looks:

And, this is how the comment looks. Note that because the image would be at the page break, the layout engine starts a new page with it:

What behavior are you expecting if not this?

[Aron Gombas _Midori_]

Then I added a smaller image (140x100 logo) to another comment. I wanted to test if an image that doesn't need to be stretched stays proportional to the page.

It looks like this:

In my understanding, this is how image scaling should behave.

Your thougts?

[Anton Eremin]

This is my test from September 18 with the default template. In the comments section, there's a redacted screenshot that displays only about one-sixth of its true width because the image has been enlarged. This behavior occurs across all projects and matches the behavior of Jira’s print function.

However it was possible to fix in the Better PDF Exported by editing the template's code in the issue*.vm file - ## comments part by substituting the following:

$pdfRenderer.asRendered($issue, "comment", $comment.body)

with this example:

$stringutils.replacePattern($pdfRenderer.asRendered($issue, "comment", $comment.body), '(?is)<fo:external-graphic[^>]*src="([^"]+)"[^>]*/>', '<fo:external-graphic src="$1" scaling="uniform" content-width="scale-down-to-fit" width="150mm"/>')

 Which fixed the issue for me.

[Marc - Devoteam]

Hi @Leonardo Grotti 

Welcome to the community.

On https://jira.atlassian.com/secure/Dashboard.jspa multiple related issues can be found on searching using a JQL 

(summary ~ "image size*" OR description ~ "image size*" ) and project in ("Jira Cloud","Jira Platform Cloud","Jira Service Management Cloud","Jira Work Management Cloud","Atlassian Cloud") and statusCategory != done

I couldn't pick the correct one that would impact your current question, but many seem to relate.