Error creating diagrams with "gliffy" with a meaningless "not logged in" message.

[Desenvolvimento]

The diagram repeatedly displays a message saying it couldn't be saved because I'm not logged in, which makes no sense, especially since I can only edit the diagram when I'm logged in... This has been hindering my productivity when writing UML diagrams...

The fact that this is in a popup window has also worsened usability. I need help to solve this.

[Samie Delebo - Your Gal at Gliffy · Accepted solution]

Hi there!

We had a similar issue reported yesterday and were able to resolve the issue for the customer, but it does require that you open a support ticket with our team for now. Would you please email support@gliffy.com so that we can get all your account details? 

Thanks so much!

[Desenvolvimento]

I contacted Gliffy's support team and they gave me the following update.

"Hello,

The CSRF is an HTTP header sent out by Atlassian and indicates that they are seeing you as logged out. You can refreshing the page or Open a new tab, logout of Atlassian. Login to Atlassian, and try to save in the original tab. However doing these things provides mixed results and doesn't seem to be a permanent fix. I recently had a customer having this problem and suggested they capture a Console log and HAR file while reproducing the problem, see:

Please follow the steps in this link to create a Console log for the Web browser you are using while reproducing the problem and attach it to your reply.
Please follow the steps in this link to create a HAR file for the Web browser you are using while reproducing the problem and attach it to your reply.
Then create a Confluence Support.zip file and provide everything to Atlassian Support. Atlassian Support was able to see in that customers HAR file that the request was jumping between nodes on their Data Center instance. This node jumping would cause an invalid token message since the token is associated with one node and not The other Atlassian Support noted: "This type of issue is primarily caused by load-balancer (LB) session affinity not being set correctly. For more details, please see Browsing sessions are switching between data center nodes in a load-balanced environment." Now, I can't say for sure if you are having the same or a similar issue, but I recommend gathering the logs and opening a ticket with Atlassian Support. If you want to include us on the Atlassian ticket, that's fine; just add support-gliffy@perforce.com to the Atlassian ticket.

I need this resolved, and those responsible for the problem must take responsibility for resolving it. I can't keep going back and forth trying to figure out who is at fault.

I downloaded the error logs and will attach them again.

[Arkadiusz Wroblewski · Accepted solution]

Hello and welcome to the Community @Desenvolvimento 

I seen already Posts like that. Please get in touch directly with Gliffy Support.

[Desenvolvimento · Accepted solution]

I contacted Gliffy's support team and they gave me the following update.

"Hello,

The CSRF is an HTTP header sent out by Atlassian and indicates that they are seeing you as logged out. You can refreshing the page or Open a new tab, logout of Atlassian. Login to Atlassian, and try to save in the original tab. However doing these things provides mixed results and doesn't seem to be a permanent fix. I recently had a customer having this problem and suggested they capture a Console log and HAR file while reproducing the problem, see:

Please follow the steps in this link to create a Console log for the Web browser you are using while reproducing the problem and attach it to your reply.
Please follow the steps in this link to create a HAR file for the Web browser you are using while reproducing the problem and attach it to your reply.
Then create a Confluence Support.zip file and provide everything to Atlassian Support. Atlassian Support was able to see in that customers HAR file that the request was jumping between nodes on their Data Center instance. This node jumping would cause an invalid token message since the token is associated with one node and not The other Atlassian Support noted: "This type of issue is primarily caused by load-balancer (LB) session affinity not being set correctly. For more details, please see Browsing sessions are switching between data center nodes in a load-balanced environment." Now, I can't say for sure if you are having the same or a similar issue, but I recommend gathering the logs and opening a ticket with Atlassian Support. If you want to include us on the Atlassian ticket, that's fine; just add support-gliffy@perforce.com to the Atlassian ticket.

I need this resolved, and those responsible for the problem must take responsibility for resolving it. I can't keep going back and forth trying to figure out who is at fault.

I downloaded the error logs and will attach them again.