Why Confluence cloud did not recognize users?

[Gabriela Matei]

I use Confluence cloud and sometimes using @mentions in pages, my colleagues` ID name is not recognized and appear as "unknown users" in tag. 

When I go to edit the page, their names appears as normal. 

Yet my problem as admin is when this page has this error they won`t get notification via mail of any modifications within that page by other colleagues. 

Do you have any answers what is the issue in here? Or what should I do next? What should I expect to happen? Or do you have any tips&tricks to solve this?

Thank you. 

[Kiran Panduga {Appfire}]

Hi @Gabriela Matei , 

I guess these users are migrated users and this happening in Confluence Cloud, I would suggest to check with Atlassian Support. 

This requires to fix at the Database level and Atlassian can only do so. 

Please review this KB article.

https://confluence.atlassian.com/cloudkb/fixing-the-unknown-user-confluence-issue-after-migration-826878305.html

Thanks,

Kiran.

[Gabriela Matei]

Hi, @Kiran Panduga {Appfire} , 

Thank you for your input. 

This issue is not in my case. We always worked in Confluence cloud, no migration was in place, nor the name of the users have changed. 

[Kiran Panduga {Appfire}]

Hi,

Can you share the screenshot of the error message you see and also is the user active ?

Thanks,

Kiran.

[Gabriela Matei]

Hi, 

No error message appears, it`s just the name of the users is no longer be seen, only "Unknown user" + user code. 

On mouse-over it shows who the user is, so we can still see.