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

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• 9238420-zen
• 9254615-zen
• 9257890-zen
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[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.