in progress hoping for clue with loading chat attached images

I don't expect this to be a Jamroom problem, but am hoping to try to solve an issue one of my site moderators is having... he's a longtime valued member of my site and generally moderates my site's jrChat room.
Just a few days ago, he can no longer view any jpg attachments posted by either himself or anyone else in the Chat room. He clicks on the link to view the image, and normally the image spins for a sec and then displays in a popped window. But now it just keeps spinning and he can never view the image attachment.
The problem is only with him on both his windows 10 laptops with Chrome. I'm on win10 laptop with chrome and not having the prob... and it looks like no other members are having the prob. His laptops have all the recent win updates.

My real question is- what action or software is at work to spin and display these image attachments in jrChat? Is this maybe just a browser thing, or is tinymce involved? Can you help me understand what the problem is connected to?.. a clue to what areas i might be able to help him with?

Ive already told him how to update chrome. I'm considering getting him to roll back last week's windows update which has caused some audio problems for some win users. But before I suggest such things to him, it might help if I know what utility or function gets used to display these attachments when you click on them.
As I said, I don't expect a solution... but any suggestion that could point me in some possible general direction would help- thanks!


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...just another satisfied Jamroom customer.
Migrated from Ning to Jamroom June 2015
updated by @strumelia: 08/26/20 08:54:56PM

The spinner and image opening is controlled by javascript which is part of the Jamroom page being viewed, but downloaded to your user's computer and run by it. As such, there could be something on that computer that is causing the issue.
Ideally we'd like to see your user open the console window on his/her browser and let us know what (if any) error or warnings are being displayed there when performing this action. I appreciate that may not be possible, so maybe just advise your user to clear browser caches and see if that helps.


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Paul Asher - JR Developer and System Import Specialist

If he uses the 'download' button instead, does that work? or if he right-clicks the image which normally opens in a light-box and chooses "Open in a new tab" does the image show?

If it does show then there is something effecting his javascript which may be a browser issue or it could be a browser plug-in or something related to some sort of extra javascript (perhaps an advert) that shows on the page.

I suspected a browser issue too, had him update Chrome and hard refresh too, but no luck there.

I managed to solve this member's chat image problem over the phone.
My big clue was- because his problem started the day after microsoft pushed out their latest win10 cumulative update, and i had read this update was causing audio issues and other odd issues for just a few users, I figured we could safely test rolling back that windows update. Nothing to lose by trying, as it was a pretty low risk test. I knew his laptop was set to automatically install win updates as soon as they got released.
I had him create a restore point, and then walked him through uninstalling that last win update.
Surprisingly, it worked! In fact it worked on BOTH his laptops that were exhibiting the same chat attachment image viewing issue... they both work fine now, so i know it wasn't a problem with his one particular laptop.

I got him to set his win updates the way I have mine- with a 35 day delay rather than automatically installing new updates immediately. That way any buggy updates have a chance to be fixed by MS before installing. we're hoping by the time he installs the next windows updates some of those bugs will have been fixed up. He can always uninstall that one update again I suppose.

Thank you so much for your suggestions! I do find it interesting to know that a javascript is what makes that feature spin and view.
All fixed for now!


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...just another satisfied Jamroom customer.
Migrated from Ning to Jamroom June 2015

Dang, it went back to misbehaving again for him today. Interesting though, that the UNinstall of that windows update fixed it temporarily.
I'm next going to ask him to do Michael's suggestion and let me know the result. Maybe that can give another clue:




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...just another satisfied Jamroom customer.
Migrated from Ning to Jamroom June 2015

I asked the member about what you suggested Michael, and he says:

"I can download them and it works. I can also right click and open in new tab, and that works."


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...just another satisfied Jamroom customer.
Migrated from Ning to Jamroom June 2015

ok, cool, so the url is ok, and the image is ok, great. What we need to figure out is what is interfering with the javascript in his instance that is causing the lightbox to break.

First thoughts:
* Are there any available updates for his phone laptop, if yes, install them.

Is the issue also there if he visits:
https://(YOUR SITE).com/chat/mobile

Can you get him to take a video of it happening with the CONSOLE open (hit F12 and navigate to the CONSOLE tab in chrome or firefox)

Somethings blocking it, just searching for clues as to what that may be.
updated by @michael: 05/26/20 06:40:36PM

Thanks Michael!
This morning the pix are loading perfectly fine for him, though he did nothing new. Weird.
I told him to keep me posted over the next few days. If it continues to work fine 3 days from now, I'll mark this closed again.
Thanks for all your help so far- knowing how this works is a help!


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...just another satisfied Jamroom customer.
Migrated from Ning to Jamroom June 2015

This is my favorite kind of solution: do nothing and it fixes itself