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Companion app keeps displaying the "trust" message and does not launch, but only for one user.

Marisa

Hi, we've recently upgraded and a lot of users installed the Companion app successfully. One user however never gets past the message that asks to trust the application and we also cannot launch the app from the taskbar or open it when we double click the icon from the desktop. He uses the latest version of Chrome and Windows 7. I don't know why this would only be an issue on his PC or how to fix it, as the proxy and firewall settings are obviously the same.

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Shannon S

Hi Marisa,

Could you have that user uninstall Companion App, and re-install it again, manually?

Let us know how that works.

Regards,

Shannon

Marisa

Hi Shannon, thanks so much for the answer. We tried to a couple of times (in different ways actually) but no success. For some reason the app just doesn't seem to work on his PC.

Shannon S

Marisa,

Can you confirm which method he used to install the Companion App? I asked previously if he completely uninstalls it and re-installs it, does it work?

In regards to the trust message, could you share with me the exact screenshot of what you're referring to? I believe you might be referring to this message:

Screen Shot 2019-01-22 at 10.59.59 AM.png

When he clicks Trust does the message continue to return? If not, could you have him turn off Companion and turn it back on again and see if he gets the message anymore?

When clicking Cancel on this screen 5 times, the domain is blacklisted. You can check if there are any blacklists by clicking on the Companion App icon in the System Tray.

Regards,

Shannon

Marisa

Hi @Shannon S,

My apologies, what I meant to say was that we have tried to install and uninstall a couple of times, from Confluence by clicking on the link; uninstalled; from the page in your knowledge base by downloading and installing; uninstalled; deleting the atlassian-companion directory and reinstalling both ways again after restarting the entire PC. We've also already tried installing using the "Run as administrator" option.

After each install he gets the message displayed on the screen shot that you pasted above. When we click on the Companion App in the system tray it doesn't launch either. When we look for the exe and double click, it also does not launch. It's almost as if though the app does not install correctly or at all.

Marisa

no trust message.png

Marisa

Hi @Shannon S

I think our problem might have been twofold. Our internal IT department sets our PC times through the server. For some reason this one user had a different time and they had to fix the time on his PC. When this was fixed, the companion app launched correctly using Firefox but still not when using Chrome.

He then uninstalled and cleared everything again (did this a couple of times) but then went into Chrome and chose the "Restore settings to original defaults" to make sure all popup blockers are disabled too. He then reinstalled and it worked.

Sturla Holand

I am experiencing the same problem. I get the Trust message, which leads to the Atlassian infp-page. And the Companion app will not start manually.

We have upgraded to 6.14.2 today and i'm verifying the Confluence installation. Evrythings fine except this. For the first user to try, this was ok. For the second, me, it's not.

I have previously installed the Companiaon app from a Confluence-test installation. Worked fine.

This is a company pc, Windows 10, I'm not windows admin so I cant't uninstall, at least not on a saturday. Is there any other way to re-initialise?

Best regards Sturla

Shannon S

Sturla,

You can try Marisa's suggestions from the other thread, minus the uninstallation, but it's likely you will actually need to completely install to get it to initialise:

What worked for us was uninstalling everything, clearing the installation directories, then going into Chrome and choose "Restore settings to original default" to ensure there are no popup blockers before reinstalling the plugin. We then managed to get the Trust window on the user's PC.

Regards,

Shannon

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