Half of my users can't upload any media (voice, profile photo, pics...)

[behnam2]

Hi,
Hope you doing well,

I hosted Synapse on my K8s cluster with this Helm chart:
https://artifacthub.io/packages/helm/ananace-charts/matrix-synapse

I setup all workers (except federation and frontend-proxy) and stream_writers and add them in the related configs (Instance-map, stream_writers) as document and route all paths to the right worker service.

Now, everything is fine, but about 40-50% of my users can't upload (but can download) any file, while others can do it as normal!
Additionally, i disable E2EE after 1 month of initiating service force by the Python module.

I checked the media-worker log and it gives these logs about unsuccessful logs:

2025-08-12 14:09:48,246 - synapse.media.media_repository - 424 - INFO - GET-10700- Media xbMmQVoYqeLCBVBAMbgWlQnz is unknown
2025-08-12 14:09:48,248 - synapse.access.http.8083 - 508 - INFO - GET-10700- 127.0.0.1 - 8083 - {None} Processed request: 0.003sec/0.001sec (0.001sec, 0.000sec) (0.000sec/0.001sec/1) 109B 404 "GET /_matrix/media/r0/download/matrix/xbMmQVoYqeLCBVBAMbgWlQnz HTTP/1.1" "okhttp/3.12.3" [0 dbevts]
2025-08-12 14:09:48,286 - synapse.media.media_repository - 424 - INFO - GET-10701- Media xbMmQVoYqeLCBVBAMbgWlQnz is unknown
2025-08-12 14:09:48,288 - synapse.access.http.8083 - 508 - INFO - GET-10701- 127.0.0.1 - 8083 - {None} Processed request: 0.003sec/0.001sec (0.001sec, 0.001sec) (0.000sec/0.001sec/1) 109B 404 "GET /_matrix/media/r0/download/matrix/xbMmQVoYqeLCBVBAMbgWlQnz HTTP/1.1" "okhttp/3.12.3" [0 dbevts]
2025-08-12 14:09:49,335 - synapse.media.media_repository - 424 - INFO - GET-10702- Media xbMmQVoYqeLCBVBAMbgWlQnz is unknown
2025-08-12 14:09:49,336 - synapse.access.http.8083 - 508 - INFO - GET-10702- 127.0.0.1 - 8083 - {None} Processed request: 0.003sec/0.000sec (0.001sec, 0.000sec) (0.000sec/0.001sec/1) 109B 404 "GET /_matrix/media/r0/download/matrix/xbMmQVoYqeLCBVBAMbgWlQnz HTTP/1.1" "okhttp/3.12.3" [0 dbevts]
2025-08-12 14:09:49,514 - synapse.media.url_previewer - 230 - INFO - GET-10704- Returning cached response

Could you please help me solve this problem?
If you need any more information, feel free to let me know.

[denzs]

Do you have issues while uploading or downloading media?

After upgrading to synapse@v1.136.0 and element@v1.11.109 we are able to upload media, but it is not possible download them any more..

Downloading is fine with Element Flatpark APP - im.riot.Riot 1.11.109 btw.

[denzs]

Maybe it is related to element-hq/element-web#30434 as at least our error message is about not being able to decrypt the attachment?

[behnam2]

Thanks for your response @denzs,

I think my problem actually not related to encryption (after I submitted this message, I disabled encryption disabler module and problem still exists)
After some checks, I found out all users can upload and download files and voices with Element client (Windows, Mac, iPhone, Android) without any problem! But some of them (Including my account) can't upload any media with Element Web.
There is no problem in downloading media for all the users but the problem is about uploading on the web element.

[anoadragon453]

@behnam2 if uploading media works on some clients but not others, the problem is likely with the client (perhaps even an issue between your web browser and the reverse proxy?).

I recommend filing an issue at https://github.com/element-hq/element-web/issues with as much detail as you can, as well as submitting logs via Settings->Help & About->Submit debug logs. Those logs will help the Element Web team figure out exactly what's happening under the hood.