Issue
When opening a new ticket, or replying to an existing ticket, on the Support Portal, the file attachment option does not appear. There is no error message and no broken icon, the attachment area is simply missing from the form.
Diagnosis
When submitting a new request or adding a comment to an existing ticket on the Support Portal, you should see an "Attachments" section below the description or comment field, allowing you to drag and drop a file or click to browse for one.
If this section is missing entirely, and the issue persists across different browsers and after clearing your browser cache, this issue is likely occurring.
Environment
Support Portal (support.lucidworks.com)
Cause
The Support Portal uses a secure file transfer widget to handle attachments. This widget loads a small piece of JavaScript from the domain lucidworks.sendsafely.com in order to display the upload option on the page.
If your organization's network uses web filtering, a secure web gateway, or an outbound domain allow-list to control which external sites your browser is permitted to reach, and lucidworks.sendsafely.com has not been added to that allow-list, your browser will be unable to load the widget. When this happens, the Support Portal is designed to hide the attachment option rather than show a broken or error state, which is why no upload button appears.
Resolution
Ask your IT or network security team to add the following domain to your organization's list of approved external destinations:
lucidworks.sendsafely.com
Once this domain is allow-listed, reload the ticket page and the attachment option should appear as expected.
If you are unable to update your network's allow-list, or need to send a file before this change takes effect, let us know on the ticket and we will provide you with a secure upload link that circumvents the Support Portal interface.
If the attachment option is still not appearing after allow-listing the domain above, please submit a request and let us know what browser and network you are using so we can investigate further.