Forum Discussion

hugo_gb's avatar
hugo_gb
Occasional Contributor
20 days ago

Image Evidence Disappearing from Test Steps in Zephyr

Hello everyone,

We are facing a critical situation during our test cycle executions. For tests with multiple steps, our QA team is attaching images to each individual step as execution evidence. However, these images are failing to save and disappear entirely after being attached. 

We were previously provided with a temporary workaround—copying and pasting the images directly using the right-click menu—but this method is no longer working. We are still consistently losing our evidence images.

We urgently need support or guidance to resolve this issue, as it is a critical blocker for our daily operations. Zephyr is failing in a core functionality, and we are opening this discussion to see if anyone else has encountered this and to find an immediate, permanent solution.

Thank you in advance for any help.

Zephyr Scale (general)

5 Replies

  • BeeTest's avatar
    BeeTest
    New Member
    15 days ago

    Hello, I am curious if you had any luck with getting an answer and a solution to the issue you experience, in our organization we have similar issue - when scrolling over a page, test result are removed.  Thanks a lot for respond 

    • hugo_gb's avatar
      hugo_gb
      Occasional Contributor
      14 days ago

      Hello,

      Unfortunately, we haven’t been able to find a definitive solution to this issue yet. We have noticed that the environment sometimes stabilizes and the issue stops occurring for a while, but after some time, the problem comes back.

      We have already raised a support ticket with SmartBear and provided the evidence they requested, including a HAR file to help them investigate the issue.

      I would recommend that you also open a support ticket with SmartBear and provide the relevant evidence, including a HAR file if possible. Hopefully, having multiple organizations reporting the same behavior will help them identify the root cause and provide a permanent solution.

      I’ll be happy to share any updates if we receive a definitive solution from SmartBear.

      Best regards,
      Hugo

  • krisanaQA's avatar
    krisanaQA
    New Member
    15 days ago

    Hello fellow testers and support staff,

    Manual QA tester here, I'm having the same issue on my end. I have taken full screen image captures of my tests and they do not match up to what my team mate is viewing. Not sure what to do as everything looks good on my end

  • maksym_lytvyn's avatar
    maksym_lytvyn
    Icon for Staff rankStaff
    12 days ago

    Hi everyone,

    Thank you for flagging this, and we're sorry for the disruption this is causing to your daily test execution workflow. Losing evidence images attached to test steps is a frustrating experience, and we understand how critical this is for your QA process.

    We are looking into this issue on our end. To help us investigate and get you a permanent fix as soon as possible, we'd really appreciate it if you could submit a support ticket with our team. You can do this at https://support.smartbear.com/zephyr/, using the "Open Case" button in the bottom left corner of the page.

    When submitting the ticket, it would help us a lot if you could include:

    • Steps to reproduce (including the image attachment method you're using)
    • A screen recording of the issue happening
    • A HAR file captured while reproducing the issue

    This will let our team dig into the root cause directly and prioritize accordingly.

    Thanks again for your patience, we'll keep working toward a resolution.

    • willy_salazar's avatar
      willy_salazar
      Visitor
      2 days ago

      Hi maksym_lytvyn​,

      Confirming that we are experiencing the same issue in our organization. Multiple QA teams across different projects are losing image evidence attached to the "Actual Result" field of individual test steps during test cycle execution. In some cases the image disappears entirely after saving; in others it renders as a broken placeholder with the message "Image wasn't imported". The behavior is intermittent, and we also notice unusual slowness when uploading the images right before it happens.

      We have also seen cases where the image is visible to the person who attached it, but not to another team member opening the same execution. The copy/paste workaround mentioned earlier in this thread is no longer effective for us either.

      Following your guidance, we have opened support case 00854854, which includes the steps to reproduce (with the attachment methods we use), a screen recording of the issue and a HAR file captured during reproduction. Feel free to pull it up if it helps correlate with what you are already investigating.

      This is a critical blocker for us, as per-step test evidence is a compliance requirement in our audit process.

      Happy to provide any additional data that helps with the root cause analysis.

      Thanks for keeping us posted.