[BUG] HEIC picture preview not working in Desktop App / Browser

[dusatvoj]

Description:

After upgrade server to debian 11 and mongodb 4.2 there's issue with HEIC images. I can't load HEIC image in browser or in electron desktop app. On android / :apple: phone it works.

Images uploaded before upgrade works fine

Steps to reproduce:

1. Post HEIC image
2. Try to view it in browser or desktop app

Expected behavior:

HEIC loaded

Actual behavior:

HEIC not loaded, even after clicking to retry

Server Setup Information:

• Version of Rocket.Chat Server: 3.18.2
• Operating System: Debian 11
• Deployment Method: tar
• Number of Running Instances: 1 and 3 (two workspaces with same behavior)
• DB Replicaset Oplog: yes
• NodeJS Version: 12.22.1
• MongoDB Version: 4.2.17

Client Setup Information

• Desktop App or Browser Version: any desktop browser
• Operating System: Windows, Linux, Mac

Additional context

N/A

Relevant logs:

No RC logs here. Firefox says NS_BINDING_ABORTED

Chrome says this:

Don't know what's wrong with the app but it's electron -> Don't think there's smth special.

[stereo9]

same issue, i am running rocket.chat on docker

Server Version 4.0.5 Node-Version v12.22.1 MongoDB 4.0.27

[salmoooon]

The same behavior can be reproduced with a snap install

Server version: 3.18.1 Node version: 12.22.1 MongoDB: 3.6.14

[cosmoswafer]

Same here. The picture was taken from iPhone and the browser will not display the image correctly. Even using Safari on iOS still don't display. The original files were fine if we download it.

Server version: 4.1.2 Node version: 12.22.7 MongoDB: 4.4.1 / wiredTiger (oplog Enabled)

[SufiSR]

Same behaviour. One thing that occured to me is that when downloading a picture they save as image.HEIC.jpeg

Server version: 3.18.3 Node Version: v12.22.1 MongoDB: 3.6.14 / wiredTiger (oplog Enabled)

[jacotec]

Same here:

Server: 4.1.2 Node: 12.22.1 Mongo: 4.2.17 Ubuntu 20.04 LTS

It worked pretty well in the past, I can't definitely say at which point / version it broke. I hope this will be resolved quickly.

[jacotec]

@dusatvoj Maybe you can change the issue topic to be less specific to the version as we have multiple versions and OS' where the issue exists (also V4, Ubuntu etc.).

Maybe something like "HEIC picture preview not working in Desktop App / Browser"

[dusatvoj]

@jacotec :heavy_check_mark:

[otto2704]

same here on debian 9 and RC 4.0.5 (natively, no docker) and RC 4.2.0 with mongodb 4.2.17 and node v12.18.4

[noobbbbb]

Same here:

RC: 3.18.0 OS: CentOS Linux release 7.5.1804 (Core) Node: 12.22.1 Mongo: 4.0.5

At first I thought it was a client(Electron) issue, but it has not been resolved. https://github.com/RocketChat/Rocket.Chat.Electron/issues/2220

[dusatvoj]

I've already wrote to RC support as we have pro license and they told me, it's WIP but nothing happend for more than a month. :-1:

[mrwee]

Same for me

Version of Rocket.Chat Server: 4.1.2
Operating System: Debian 11
Deployment Method: tar
Number of Running Instances: 1
DB Replicaset Oplog:
NodeJS Version: 12.18.4
MongoDB Version: 5.0.4
Proxy: nginx

[matziu]

same here, docker 4.2.1 (latest on 17.12.2021)

[refs]

Same here. Firefox 94.0.2 (64-bit)

[pRieStaKos]

Same here Desktop App 3.7.1

[dusatvoj]

@sampaiodiego , @ggazzo , etc. I'm glad you are releasing new features but I thing that issue like this (even reported using your support and our pro license - ticket 36836) have to be fixed ASAP when there are so many versions affected and It's almost 2 months from the first report.

I'm disappointed with your care about issues (counting the money you want for the licenses like Pro, Enterprise, etc., even for self-hosted stuff).

For our company it's blocking and it causing another costs because we have people in the office with desktops and desktop apps and on the other side we have people outside of the office mainly with iPhones sending images to the office.

[milton-rucks]

Hi @dusatvoj we have already evaluated the fix and it will require a significant workload. We are planning to deliver the fix in 4.4 (Jan) or 4.5 (Feb)

[dusatvoj]

Hi, Okay. Hope it will be backported to LTS 3.18.x

[matziu]

heif: Unsupported feature: Unsupported codec (4.3000)
heif: Unsupported feature: Unsupported codec

Still not working 4.3.1

[mr-karan]

PNG/JPG uploads are broken as well.

Version: 4.3.0

[matziu]

Yes, all images upload are broken. Its a joke.

[sampaiodiego]

@mr-karan @matziu can you please open a new issue regarding all image uploads being broken with as most details as possible? it's something we're not aware.. we're using 4.3 on a daily basis and it's working so far.

please let's use this issue to talk about HEIC issue only.

[refs]

perhaps #24113

[dusatvoj]

The whole stuff is a joke. When there's a major bug it takes 3+ months to fix. Developers saying it will be released with feature release - no word about backporting it into 3.18.x (LTS release), where initially happend this :bug: . Anything accelerated even through paid support :angry:

[mrwee]

I honestly think comments like "it's a joke" is unnecessary and a bit too harsh.

At the same time I think the team behind RC should tighten up when it comes to structuring communication and customer interaction, so feedback is handled / prioritized in the best possible way, so everyone gets a great tool. This also goes for e.g. documentation, which can be a bit confusing.

[bbrendon]

I honestly think comments like "it's a joke" is unnecessary and a bit too harsh.

I agree its unnecessary but definitely not harsh if it's the truth. They leave bugs for years like the Windows Update bug. Seriously? Why not at least remove the popups if you're not going to fix it?

[mrwee]

That's what I mean by better structure and interaction. I'm on a community version for now, and I would expect good support if I paid for the product, which I'd consider if I see good progress in support and fixing things. It's still a great product, we "just" needs some of these issues solved :)

[bkraul]

I think I mentioned this on an old issue. There was a time when reported RC issues were being triaged and prioritized. Sadly I am seeing the opposite happening where long-standing open issues are being closed down without resolution. I understand handling community-reported issues for a project of this massive size and impact is no doubt challenging, but here is the question (because I am seeing this happen on other open source projects I track and contribute to), how is balance maintained between dedicating time to make a product stable/dependable, and introducing new functionality (or even refactoring to optimize implementation), all the while effectively addressing feedback from the community?

Maybe constructive answers might help us all. I agree the whole "joke" thing, while conveying a degree of frustration with aspects of a project we all love, is not exactly constructive.

[serviceman]

@mr-karan @matziu can you please open a new issue regarding all image uploads being broken with as most details as possible? it's something we're not aware.. we're using 4.3 on a daily basis and it's working so far.

please let's use this issue to talk about HEIC issue only.

Uploads on Iphones have been broken for over 3 months. I originally reported it here 3 months ago and have not heard anything about a solution to the problem.

https://github.com/RocketChat/Rocket.Chat/issues/23483

[dusatvoj]

I honestly think comments like "it's a joke" is unnecessary and a bit too harsh.

At the same time I think the team behind RC should tighten up when it comes to structuring communication and customer interaction, so feedback is handled / prioritized in the best possible way, so everyone gets a great tool. This also goes for e.g. documentation, which can be a bit confusing.

It's not too harsh when I have a pro license and it's already reported for more than 2 months to RC support. It's just an issue which can be hotfixed by reverting some changes I guess (and after that fully fixed as a "feature" or IDK). It's blocking issue which so annoying for tens of people in our company every day and I'm disappointed with support bcs there were no reply for more than month about any updates. Now the last update is "it will be released with some feature release". There's no info about backporting to LTS, no further info if the january is still possible to release, no milestone, no assignee, no linked branch / MR / whatever, etc. If I would have just community license I will agree with this state. But we are paying Pro with disappearing features and this type of support. :hearts:

@sampaiodiego Please, can you give as an update about releasing the fix and about backporting to LTS? Thank you

[tassoevan]

One thing which is not clear enough for us (maintainers) if this wasn't an issue before. I mean, HEIC format is not a web standard and it's not natively supported by any browser (not even Safari). It's clearly a mistake that Rocket.Chat don't transform media files to compatible format, but the idea it's something introduced some versions ago might be a misunderstanding impacting the prioritization on our roadmap. As it seems now, it's a deep problem in the way we handle file uploads and it demands more than a simple fix, to the point we have delayed it to have more people working on it. If someone have more info on how it changed, I'll be listening.