Shannon S Atlassian Team

Hi Nick, I'm sorry to hear that none of this worked for you. Could you show us the results of all the collation tests you ran on your database? When you say that you cleared the cache unsuccessfully, does that mean you weren't able to clear it, or that you did, but it didn't work? Regards, Shannon

Mark, I would recommend that you reach out directly to the Cloud Support team for this issue. They can take a look at your account directly and let you know what you need to do. Regards, Shannon

John, Thank you so much for pointing that out! David, in that case, are the users themselves getting an invitation email, or is only the admin getting an email to approve access request? Can you show me what that email looks like for you? Regards, Shannon

Hein, I'm so sorry to hear that your system ended up crashing as a result of this! I'm happy you were able to get online after reinstalling and migrating the content. If you run into any other issues, please do let us know, we'd be happy to help out. Regards, Shannon

Hi Dawnn, Happy to help! I'm happy to hear that the workaround works for you. Take care, and have a pleasant rest of your week. Regards, Shannon

Hi Nidhi, Anytime, happy to help. Take care! Shannon

Michael, I'm happy we're at least able to rule out the firewall. Let's move onto reviewing the log files further. Having a look at your list of log files, I'm not seeing the Confluence server log, which might be your issue. I think you might be looking in the wrong location. The Confluence log file is…

Hello David and Pratik, I'm terribly sorry that I hadn't seen Pratik's response to this earlier. The case I created for Doug was actually a duplicate of one he raised earlier on our support forum, so I hadn't received any updates on it. I've looked into this for you, but we didn't end up finding the root cause of the…

Hi Jim, Thank you so much for including those details. If Confluence thinks the home directory is located somewhere other than where you deleted, it could definitely cause this kind of problem. Can you just clarify with me if the directory you removed was spelled like Atlasian or Atlassian? I just want to make sure we're…

Hi Nidhi, Thank you for reaching out. Yes, you can delete any add-on subscriptions that you no longer require from the same screen: If you find yourself running into trouble, please feel free to raise a billing request from support.atlassian.com and we can help you out with that. Take care, and have a pleasant rest of your…

Hi Joseph, Oh no, that's so frustrating that you're not able to access those templates at work when you need them the most! When you speak to IT, you can share this article with them: * Cloud IP Ranges and Domains This outlines the domains and IP ranges they will need to make sure are accessible via your work network. It…

That's great, thank you so much for the detailed information. * Could you tell me what version is 1901? I searched a bit online; I think it might be Office 365? Can you confirm that with me? * I'm not able to replicate this myself, so can you tell me if it's with every document you create, or does this occur with only the…

Dawnn, Thank you for confirming your version, and describing the behavior. * The workaround mentioned on the bug ticket I linked above is to paste the image into Paint, and then copy and paste it again in Confluence. This does not require the image to be saved to your computer. * The 2nd workaround I mentioned is to…

Michał, I'm glad to hear at least we know what bug is causing your issue. Fingers crossed that we see that resolved soon! Take care, and have a pleasant rest of your week. Regards, Shannon

Sandi, There should definitely be something in that table because it would display at least the default Confluence user directory. * Could you try the statement using upper case instead and see if you're able to find it that way? * Is this when you're logging into the instance? * What do you have in your User Directories…

Happy to hear you were able to resolve the problem, Dmitry! Apologies for not having a chance to reply before-hand. Take care, and have a pleasant rest of your week. Regards, Shannon 

Michael, The logs here from catalina are purely informational, which is describing Confluence starting up. Unfortunately this doesn't give me any information about what the issue is. * Is it possible to bypass the firewall and confirm if you have the same issue? * The line you sent me from the logs in your original post is…

Mervi, Thank you for reaching out! From what I can understand, you are having trouble installing Jira. In order for us to help you, we will need to know a bit more about the situation. To install Jira, the method is different depending on if you're on Linux or Windows. Have a look below: * Installing Jira Applications on…

Hi there, It seems that your server is having trouble accessing the database. * Are you able to connect to your database server manually from your Jira server? * Take a look at the dbconfig.xml file in yourJira home directory and make sure the configuration settings are still correct. Did you change your database user…

Hello Michał, Happy to help you. I think you might be running into the following bug: * JSWSERVER-19930 Moving issues across kanban backlog throws an error You mentioned that you started to see the error, when moving stories between TODO and the backlog, so I think this sounds like your error. Can you have a look at that…

Hi Michael, Do you have an SSL set up on that instance? You can check it from an SSL Server Test online to see if it's set up properly. The next thing I would recommend doing is checking both your catalina.out and Confluence server log and see if you can find any further details regarding that error. It's best to include…

Jim, From your first post you mentioned you were upgrading. Apologies for the confusion. When you said you removed all leftover files, did that include your home directory? Note that the uninstaller in Windows does not remove the home directory. Read more about uninstalling on Windows from this document: * Uninstalling…

Hello, It can be issues with permissions, base URL, database driver, etc. We've combined all the potential causes, and you can find them listed from this below article: * Confluence does not start due to Spring Application context has not been set I would recommend taking the time to review the causes and rule them out on…

Wow, you're really quick! That was only an hour ago that it was filed. Hopefully we'll see resolution on this one in the near future as well. Thank you for commenting on it and don't forget to vote to help show the number of users affected. Take care, Shannon

Darren, No worries, glad you were able to get it sorted out. Take care, Shannon

Laurent, I'm happy to help! Can you clarify for me if you are now able to import data? It's not clear from your reply. Regards, Shannon

Dawnn, For your database version I'm not really sure which version that is, but by the name of your database driver, it tells me you're using Microsoft SQL Server, and you're on version 2012, does that sound right? So this only happens when you paste images into Confluence, but not attach them to the page, correct? Can you…

Edward, You're welcome! Another thing I wanted to mention - to start and stop Confluence you will also need access to the command line on your server. Take care, Shannon

Hello, I assume you are referring to a single Excel document with several tabs, and you want to have it display one of the tabs first by default? If so, there's not a way to do this by default in Confluence, and we've had a few requests for it in the past but we don't have plans to implement it, and most of those requests…

Dawnn, What kind of document is causing this issue? Is it specifically Word documents, or are you having the issue with others, such as Excel, PDF, etc.? What version of Confluence are you using, and what version of your document editor was the document generated from? Regards, Shannon