Atlassian Companion will not start. System exception Couldn't acquire lock, is another instance runn

[Roger Söderman]

When trying to edit a MS document through Companion 2.1.0 nothing happens except a pop-up asking me to download Companion again.

The log throws an error for 

System exception Couldn't acquire lock, is another instance running

error: adc:auto-updater 2024-09-06T09:44:26.955Z Error: Command failed: 4294967295 System.AggregateException: Ett eller flera fel har uppst�tt. ---> System.Exception: Couldn't acquire lock, is another instance running 
vid Squirrel.SingleGlobalInstance..ctor(String key, TimeSpan timeOut) 
vid Squirrel.UpdateManager.b__33_0() 
vid System.Threading.Tasks.Task`1.InnerInvoke() 
vid System.Threading.Tasks.Task.Execute() 
--- Slut p� stacksp�rningen fr�n f�reg�ende plats d�r ett undantag utl�stes ---

Further down more errors are captured like:

Could not get temp link information:

SyntaxError: Unexpected token '<', "​<!DOCTYPE "... is not valid JSON

Unable to JSON parse and extract response error responseText: undefined

Error parsing protocol link

Can you help me make sense of this. The companion app is essential for us to edit MS documents.

[Fadoua · Accepted solution]

@Roger Söderman 

Welcome to the Atlassian Community!

Did it ever work before? Or did you just install companion?

Best,

Fadoua

[Roger Söderman]

Thank you for having me.

I am working in the projekt responsible for rolling out Confluence in the organisation.

We have a completely new installation with a production server and a staging server for test and backup and it does not work on either, hence we believe it might be an issue with our setup.

When we did a PoC of Confluence a couple of years back, we did get it to work, But that was made by a different set of people no longer working with the company. It is our infrastructure team who is responsible for setting up the servers and the application. It is running on virtual machines.

Roger

[Fadoua]

@Roger Söderman 

Companion has to be installed on your local machine not at the server level.

https://confluence.atlassian.com/doc/install-atlassian-companion-992678880.html

Let me know how it goes.

Best,

Fadoua

[Roger Söderman]

@Fadoua 

I have also upgraded Confluence to v9 datacenter and i have downloaded the companion app and installed it locally. Still no luck.

Confluence is however only accessing our local networks and generally have no access to the internet i that helps?

[Fadoua]

This is so unusual @Roger Söderman 

did you try to add it on different browsers?

[Roger Söderman]

Yes @Fadoua I have tested with multiple browser with no results. I do believe it might have something to do with our companies security settings somehow

[Fadoua]

If you tried these many troubleshooting steps, it really means the blocker is from your end @Roger Söderman  because honestly the Atlassian Companion is the easiest to install. 

Let me know please if you are able to install it once you check with your network team.

Best,

Fadoua