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Confluence AI is Not Working

agonzalez

Confluence AI is not working. It keeps saying "Something went wrong. The issue should resolve on its own. In the meantime, you can check the status page. There may be a known incident reported related to this error. If it keeps happening, ask your admin to contact our support team and give them:

Hash: 18kqapTrace: d2f87b2b17074e1e85b57c880de642b1"

But others from our organization can access it with the same prompt.

Accepted answers

All comments

Anwesha Pan

Hi @agonzalez 👋🏻

Since your teammates can run the exact same prompt, it might be tied to your local browser session, network client, or account token state. You can try the below steps:

Step-by-Step Troubleshooting

1. Test in an Incognito / Private Window

Open a fresh Incognito / InPrivate window, log into Confluence, and re-run the AI prompt.

2. Check Browser Extensions & Privacy Blockers

Disable ad-blockers (e.g., uBlock Origin, AdBlock), privacy guards (Privacy Badger), or browser shields (like Brave Shields) and re-run the prompt.

3. Enable Third-Party Cookies & Clear Atlassian Cache

In Chrome / Edge settings, ensure third-party cookies or cross-site requests are allowed for *.atlassian.com and *.atlassian.net.
Clear cookies and site data specifically for atlassian.net and atlassian.com, then sign back in.

4. Verify Page / Space Permissions

Ensure you have Edit permissions in the current space/draft.
If the AI is trying to read context from parent pages or linked attachments that your account doesn't have read permissions for, the AI context builder will fail with a trace error.

If the above steps do not resolve it, your identity token or account sync may have gotten into a desynced state in Atlassian Cloud.

You will need to contact your internal Atlassian admin team or log a ticket with the following details:

Error Message: Something went wrong
Hash: 18kqap
Trace: d2f87b2b17074e1e85b57c880de642b1
User Account: agonzalez@xyz.com
Note for Support: "Occurs across sessions/prompts for this specific user, while other team members can execute the same AI prompt without error."

Hope this helps! 🙂

Thanks,
Anwesha

agonzalez

I already tried all of these things and they did not work. I got these same prompts from AI first and followed them and they did not help.

Anwesha Pan

Have you reached out to your internal Atlassian team?

agonzalez

Yes - they told me to reach out here and also created a Case.

Anwesha Pan

Thanks for the update @agonzalez 🙂 Hope they are able to resolve your issue soon!

Christopher Yen

I wonder if this could be related to Claude's service degradation this morning https://status.claude.com/incidents/4xvtc2gnq73l

Our rovo agent briefly had some hiccups around the same time as well.

agonzalez

This has not worked since last Thursday, unfortunately. Potentially before.

Tomislav Tobijas

Hi @agonzalez ,

You could maybe try the following:

Incognito mode/window - check if things will work there
Clear cache and cookies - what Answesha already suggested (I'm struggling with one minor issue related to that myself)
Disable browser extensions - I've seen a couple of cases where this might affect general performance of cloud apps
Try different network (or device if possible) - sometimes things like VPN or corporate proxy know to cause issues

All in all that hash/trace ID is most useful to Atlassian Support, so you/your Confluence admin should open a ticket there for them to take a look at the backend of what's going on 🎟️
This is mainly a public forum, consisting of end users like myself so we cannot do much 🫤

Cheers,
Tobi

agonzalez

I already tried all of that and it did not work still

Tomislav Tobijas

@agonzalez Have you reached out to Atlassian Support in the meantime?

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