The customer reports that for his workspace the users cannot see the buttons for uploading media (images/videos) in chats when using mobile devices. That affects both Android and iOS. When users press the "+" button the only thing that shows up is a 'create discussion' option. \
There is a specific permission that can prevent users from being able to upload files from mobile devices. Ask the customer to navigate to Administration > Permissions and check if their users have the role Allow file upload on mobile devices enabled.
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