scrolling in Chrome within Jira Issues not working

[Max Silvernagel]

I've seen a number of posts from a couple years ago about similar issues, but none are quite what we are seeing, or have any working solutions. 

When viewing a Jira issue that is long enough to be a scrollable page (which ends up being most Jira issues), a few others along with myself are unable to scroll up or down, but only when using the Chrome Browser - Edge works perfectly.

Unlike other forum posts here, we still see (and can use) the sidebar; however, when trying to use the scroll wheel or middle-mouse click scroll-button, it is as if you are not scrolling at all (laptop touchpads do not work either). A summation of the behavior is just to imagine that your mouse scroll wheel is physically damaged.

We have:

• Cleared cache
• reset browser to defaults
• logged in as another user
• copious screen refreshes (via button and shift-f5 which I saw as a solution in some older posts)
• rebooted the machine

Wondering if anyone has any experience with this issue, as all related issues are from 2023 or older, and list things from the above list as fixes, which in this case is not helping.

Thanks!

[Rodrigo Bruch]

Hi Folks!

Could you please share the Chrome release that the issue is reproducible and test using Edge, Firefox and Safari if feasible?

Thanks!

[AndreH]

Chrome Version 124.0.6367.208 (Official Build) (64-bit)

The issue happens inconsistently, not all open issues exhibit the scroll problem,

Sometimes the scroll works on the issue for a couple seconds during the page load, then it completely stops.

[Rodrigo Bruch]

Thanks Andre, we found an issue documented on Google - the release mentioned by you is marked as affected here https://issues.chromium.org/issues/343198769

[Max Silvernagel]

I checked that Chromium discussion, and so far their findings match what I am able to reproduce (external mice are not calling scroll commands, but things like arrow keys and the pageup/pagedown keys work fine)

Looks like this began effecting some later versions of Chrome 124 and Chrome 125 (which we were seeing). Sounds like they may have some fix for 126, so I'll definitely be keeping an eye on that page!

[Mathew Lederman]

I had 5 different users raise this issue today. We last upgraded our Jira environment in late March, so it's not a Jira change.

Please let us know if you get any helpful responses!

[Max Silvernagel]

I have a support issue open with Atlassian - I'll be sure to update this if we find anything!

[Dan Breyen]

Hi @Max Silvernagel welcome to the community! I did find an older issue that timed out on Atlassian's Jira site regarding Scrolling and Chrome.  It was JRASERVER-24497 

There have been a few issues fixed with scrolling, you don't mention what version you are on, so it may be worth updating.  Feel free to search through Jira and see if you see anything familiar.  

Does it happen with User A on their machine, but when User B tries it, it's not a problem? Or if it works for User B on their machine, but it fails for User B?  Is the version of Chrome current?

If it works for User A on Machine B, but fails for User A on Machine A, then it would seem to be a machine issue.  Do they all have the latest Windows/Chrome patches installed?

If you can find a repeatable way to reproduce it, you could always have your Sys Admin (maybe that's you) open a ticket with Atlassian Support. You can get their input that way.

Hope that helps.

[Max Silvernagel]

Hey Dan! Thanks for the reply. The issue is replicated on the machine when User A or B logs into Jira, and I can replicate the issue similarly on my computer (with Users B and C, for example). All our users are on the most recent update of Chrome.

The issue is repeatable by simply going to any Jira that is long enough to be a scrollable webpage and attempting to scroll. Since posting this, I have also found that the issue seems to go away if the window is narrowed horizontally such that the horizontal scroll-ball appears (which is about less than 50% screen width) - Very odd!

We are still on a self-hosted instance of Jira, (not even Jira Server), which I believe is not very common and not listed as a selectable option, so I just opted to leave it blank. I figured I would give the community a poke for any modern fixes, but you are right, I will end up opening a Atlassian Support ticket soon.

[RC]

Our organisation has the same problem in Chrome. It started this week. People cannot scroll with the scroll wheel when viewing issues in Chrome anymore. Same in incognito mode.

Perhaps a Chrome update that interpret the code differently.

For a workaround hack, I added some CSS code generated by ChatGPT in the announcement banner after some trial and error.

<style>
.jira-issue-view,
.issue-container,
.issue-body-content {
overflow-y: auto!important; /* Use 'auto' instead of 'scroll' */
-webkit-overflow-scrolling: touch !important;
}
/* Hide the extra scrollbars */
.jira-issue-view::-webkit-scrollbar,
.issue-container::-webkit-scrollbar,
.issue-body-content::-webkit-scrollbar {
display: none!important;
}
</style>

 It seems to have helped and users are saying so too.

However, I do not know if it would work on your JIRA version, and there are probably better workarounds that could be created.
Test it on your own risk and if using it please remember/document this CSS addition as it in the future could break something. :)

[Henri Stegehuis]

We are facing the same issue and it seems to be related to specific areas in the page. If I move my mouse above the Details (div id="details-module" class="module toggle-wrap expanded") I can scroll down and as long as I am able to scroll, it works. The moment the toggle-wrap gets focus because I stop scrolling, renewed scrolling won't work. 

This can be a Jira issue or Chrome issue but once the module toggle-wrap gets focus, scrolling is not possible anymore. It is really irritating and a usability issue.