Image Upload Fails with "Invalid Response from the Jetpack Site"

[alinclamba]

Summary

A user is unable to upload images using the Jetpack app. They receive the error:

Failed to insert media. Tap to get more information.

Invalid response from the Jetpack site.

Here are two screenshots they shared from the mobile app:

Uploads work fine via WP Admin on a laptop (based on my tests), but waiting for user confirmation.

Details:

• Site: AT site with WordPress.com Business plan; check Slack or ZD for site URL
• Jetpack is fully connected (confirmed via Site Health & Jetpack Debug).
• Uploads work fine in WP Admin (tested by me, pending user confirmation).
• Device model: iPhone 13 Pro iOS 18.3.1 (user setup from the logs)
• Jetpack app version: 25.7.1

Findings So Far:

• Uploads via WP Admin (laptop) worked in my tests, but waiting for user confirmation.
• No images appear in the Media Library after the failed uploads.
• The site uses the Classic Editor, but since the Jetpack app doesn’t support it, the Block Editor is used in-app.=
• The user did not see a "Save Draft" option, which suggests the image was never uploaded at all.
• A past GH issue reported similar behavior, though it was closed as stale.

Next Steps & User Confirmation:

We’ve asked the user to confirm:

• If the issue occurs when uploading an image directly to the Media Library in the app (outside of posts/pages).
• If uploads work fine via WP Admin on a laptop (I tested this successfully, but waiting for their confirmation).

Logs provided by the user:

• They are shared in the ticket, not adding them here for privacy reasons.

User case:

• ZD ticket 9437650-zd-a8c
• Jetpack Debugger: Pc9OEs-v-p2 (🟩)
• Site URL: Pc9OEs-v-p2

[dangermattic]

Thanks for reporting! 👍

[alinclamba]

Per @dcalhoun suggestions in this Slack, I've based the user to try on a different WiFi and also from mobile data. We're waiting for user response.

[dcalhoun]

We might also provide the user with a few files of varying sizes, to see if they are able to successfully upload smaller files. E.g., send them URLs of hosted image files of different sizes, ask them to download each, and attempt to upload each to their site.

[alinclamba]

Thanks David! I sent them three images.

[alinclamba]

Updates:

• I've sent three small images so they can test them
• Issue persists, they are still unable to upload images in the app

What would be the next step investigating this?

[michaelglorydev]

9603486-zd-a8c

Adding another report to this issue: A user is experiencing the same problem with uploading media via the Jetpack app on Android. It works fine on desktop browsers, but not within the app. We’ve suggested reinstalling the app and switching networks, but the issue persists.

[jos22]

+1 9842785-zd-a8c

[dcalhoun]

What would be the next step investigating this?

Uploads via WP Admin (laptop) worked in my tests, but waiting for user confirmation.

If we have not already, we might inquire if the user is able to successfully upload the same files within their mobile device's browser, not their desktop device. I.e., if a file upload fails in the Jetpack iOS app editor, can they successfully upload the same file via the editor when logged into their site's WP Admin in the mobile browser—Safari, Chrome, etc?

[jos22]

Hi @dcalhoun! I asked user in 9842785-zd-a8c and they say they were able to upload via mobile browser fine. Screenshot below:

[dcalhoun]

Thanks for the update, @jos22. This is a difficult one to debug. My best guess is issues or instability with XML-RPC communications occurring within the app. The team is working to replace XML-RPC with REST API usage, but it is not arriving soon. Unfortunately, I do not have additional debugging suggestions at this time. 😞

[jenhooks]

I let the user know that we were out of troubleshooting options and recommended some workarounds, then let them know that we are making updates that could fix this in the future, but we have no timeline.

Thanks! Can close now.