Can't contact Atlassian Support!

[Luke Tutty]

Is anyone else getting redirected to the support home page when trying to file a support request for Confluence Cloud?

The reason i have been trying to log a support request is for the following error that I receive after editing pages.

I have been having issues over the last couple of days, where by an error will be displayed after editing a page. Today I got the following message.

[Howard Calderon]

They have really bad costumer support. I cant believe there is no phone support, only a ticket system that they look at their leisure. 

[Jay Kantaria]

IE - Can't open ticket @ https://support.atlassian.com/contact/#/

Following error after filling out all of the fields:

Atlassian Support

Support Service Connection Issue

There may be an issue reaching our backend service. This could result in your form submission failing to create a support ticket.

So now having issues with Chrome and IE.  It is not keeping me logged to my account either.

[Jay Kantaria]

Atlassian you out there looking at this?

[Jay Kantaria]

I created support request from my Jira where they create and attach zip file yesterday.  I am not sure they got it as I have not see any confirmation or ticket ID.

This bazaar.... when I go to my SEN number to request support it logs me out and gives me

Support Service Connection Issue

There may be an issue reaching our backend service. This could result in your form submission failing to create a support ticket.

[John Pavon]

I tried to login unable too?  does not recognize my password?  changed it many time still to no avail?  have not been able to reach a live person? 

[Henry van der Borg]

Have tried https://support.atlassian.com/contact/#/  in Chrome and Firebox, in both cases the second pull-down (select a product family) is not responding to clicks, hence you cannot complete the form. So not able to contact atlassian.

The console shows error messages, e.g.:

Error: Minified React error #136; visit http://facebook.github.io/react/docs/error-decoder.html?invariant=136&args[]=ReactCompositeComponent for the full message or use the non-minified dev environment for full errors and additional helpful warnings.

Are there any other means to get in contact with support?

[Luke Tutty]

FYI, if interested.

The issue I was trying to log(successfully contacted support via another means) is a known issue covered in this bug. 

Luke

[gbh2930]

Hi Emmanuel,

OK. I have now updated my Chrome for Mac to Version 64.0.3282.167 (Official Build) (64-bit). But the redirect problem is still happening.

But at least I can use Safari as a workaround.

regards,

Gary

[ManuR]

Hello Garry!

Would it be possible for you to update to Version 64 on Chrome and let us know if the issue is still happening on your end with the updated version?

Thank you :)

[gbh2930]

I have Chrome for Mac Version 63.0.3239.132 (Official Build) (64-bit) on on macOS High Sierra 10.13.3

[gbh2930]

I'm having the problem on Chrome for Mac. But it works OK on Safari. Good find Luke!

Could be a Chrome for Mac only issue?

[ManuR]

Hello again Luke, Dan,

I attempted to reproduce this behaviour this morning using Chrome Version 64.0.3282.140 (Official Build) (64-bit) on macOS High Sierra 10.13.3 and was able to create a ticket to Atlassian Cloud support without experiencing this issue.

Could you let me know which version of Google Chrome and which operating system you are using to reproduce this behaviour so I can alert the team about this issue?

Manu

[Luke Tutty]

Yes was trying in Chrome. Just tried it in Safari and It worked.

Looks like it may be limited to Chrome(or at least not Firefox and Safari)

Luke

[Dan Winkler]

I just tried this in Firefox and the support page worked correctly. Previously, I was trying in Chrome, and that's when I experienced the redirects. Were you both in Chrome as well, by any chance?

[Luke Tutty]

Hi Dan and Gary,

Gary, you are correct. I have updated my original post to make the distinction between the redirect problem and the reason I was trying to create a support request.

My experience is the same as Dan outlines...page partially loads and then redirects.

Thanks,

Luke

[gbh2930]

Hi Dan,

that is ditto of what I am experiencing. I think Luke is reporting 2 separate issues:

• a "something's gone wrong" error when he is editing pages in Confluence.
• when he tries to report the error to atlassian support, the support page is redirecting as you and I experience

[Dan Winkler]

I'm experiencing similar behavior, except it doesn't occur after editing a page.

If I directly try to access the support page (https://support.atlassian.com/contact/#/), the page redirects to https://support.atlassian.com/.

Also, if I start at https://support.atlassian.com/ and click either Contact or Log in to contact support then I am briefly redirected to https://support.atlassian.com/contact/#/, and then back to https://support.atlassian.com/.

[Luke Tutty]

Hi Emmanuel,

I'm still being redirected when following the link.

The bug is odd, it randomly occurs after I edit a page. At one time it was displaying a list of html tags after the page rendered. Now its sometimes displays the error message I attached above. I noticed also that when i edit the page sometimes the page doesn't finish loading so it just shows up blank until i refresh the page.

In general they all seemed to be linked to coming in and out of the editor.

I was finally able to post the support request because I had the page open previously in another tab that I had not closed yet.

Luke

[gbh2930]

Me too! Is it deliberate? Why is it happening?

[ManuR]

Hello Luke,

If you are still unable to use the Contact form at https://support.atlassian.com/contact/#/ to create your support request, could you let me know what issue you are encountering so I can create a support ticket for you?

Cheers,

Manu