2021/12/24 [Resolved with remaining impact] An error may occur when you try to save edited image, preventing you from re-editing it again

2021-12-24 04:42:26 UTC 2022-04-18 10:03:32 UTC

Overview

An error may occur when you click "Save" after editing an image in the Web Browser, preventing you from being able to re-edit it again.

Error content:

  • "Request failed with status code 500" error
  • Error saying image file is not found

Occurrence Time / Status

2021/12/21 16:25 ~ 12/24 15:23 (JST)

The issue has been resolved, and the service is back to normal.

However, if an image became uneditable during the applicable period, it cannot be edited even now.

We are working on resolving the issue.
We will update this article once there is any update.

Impact Range

・Image editing function

Related: Add captions, symbols, or frames to video (Web Browser)

What should I do if I am affected?

Please use one of the following methods to resolve the issue.

If an original image (before editing) is still in your possession

Replace the image with the original image you have and edit it again.

Related: Replace manual image or video (Web Browser)

If you no longer have an original image (before editing) in your possession

Replace the image with the original one by following the method below, and edit it again.

1)Use the backup function to restore the manual containing the original image.

 Related: Restore manual from backup (Web Browser)

2)Add cover or step containing the original image to the clipboard.

 Related: Use clipboard function (Web Browser)

3)Overwrite the manual step image with the image you added to the clipboard in STEP 2.

 Related: Use clipboard function (Web Browser)
 *Follow STEP 10 to replace only step image without changing step title and description.

In case you haven't released or updated the manual after this issue occurred

Discard performed changes and restore the manual to its released version. Then re-edit the image once again.

 Related: Create and edit manual (Web Browser)
 *Follow STEP 14 on how to restore the manual to its released version.

Please note that any changes you have performed so far will be discarded. 

 

We sincerely apologize for the inconvenience.
If you have any questions or concerns regarding this issue, please contact us from here.