Companion App does not launch once it's installed

I have a png file on a wiki page.  When I open it in Confluence, I'm given the option to Edit it.  When I click "Edit", I'm given the dialog box telling me to install the Atlassian Companion app.  I already have the companion app installed and I don't think it's communicating properly to Confluence.  Does anybody else have issues with the companion app?

13 answers

3 accepted

Ok!  I have found the solution to the problem, thanks to one of the Atlassian support devs who was on a call with earler today.  I had an application installed on my machine called TeXShop, which is a LaTeX editor.  For some reason, this application was registered in Launch Services as a valid application for my image files.  It would also cause a segmentation fault in the file-associations module being using by the Companion App.  While it would be great for the Companion App to play nicely with this application, I uninstalled it because I haven't used it in several years.  I also had to rebuild the Launch Services database because TexShop was still being returned in the application list by `lsregister -dump`, even after being uninstalled.  I used a program called OnyX to rebuild the Launch Services database.  Now everything is working for me.

If you are still having trouble or you don't have TeXShop installed, it's possible Atlassian are working on a fix to handle more applications that cause issues with the Companion App's file association module.

@Brendan Heussler @Samuel Attard Wow - Tricky one! I'm glad we we were able to figure that one out. We'll also work on making the Companion App more resilient to these kind of things.

Thanks for your patience and for working on this together! 🙏

Ok!  I have found the solution to the problem, thanks to one of the Atlassian support devs who was on a call with earler today.  I had an application installed on my machine called TeXShop, which is a LaTeX editor.  For some reason, this application was registered in Launch Services as a valid application for my image files.  It would also cause a segmentation fault in the file-associations module being using by the Companion App.  While it would be great for the Companion App to play nicely with this application, I uninstalled it because I haven't used it in several years.  I also had to rebuild the Launch Services database because TexShop was still being returned in the application list by `lsregister -dump`, even after being uninstalled.  I used a program called OnyX to rebuild the Launch Services database.  Now everything is working for me.

If you are still having trouble or you don't have TeXShop installed, it's possible Atlassian are working on a fix to handle more applications that cause issues with the Companion App's file association module.

Ok! I have found the solution to the problem, thanks to one of the Atlassian support devs who was on a call with earler today. I had an application installed on my machine called TeXShop, which is a LaTeX editor. For some reason, this application was registered in Launch Services as a valid application for my image files. It would also cause a segmentation fault in the file-associations module being using by the Companion App. While it would be great for the Companion App to play nicely with this application, I uninstalled it because I haven't used it in several years. I also had to rebuild the Launch Services database because TexShop was still being returned in the application list by `lsregister -dump`, even after being uninstalled. I used a program called OnyX to rebuild the Launch Services database. Now everything is working for me.


If you are still having trouble or you don't have TeXShop installed, it's possible Atlassian are working on a fix to handle more applications that cause issues with the Companion App's file association module.

I have similar problems in Mac, what os are you using? In PC all worked like it should.

I am using Mac Sierra 10.12.6.  I have seen the problem while using Chrome and Safari

Hi, I still have this issue on my mac. If i click the .png file on our wiki page and choose "edit with" it tells me to download the app although I already did it. Have you already found a solution for this?

@Brendan Heussler @Tuomas Saranen We'd love to have a look at this for you! Would it be possible for you to file a ticket here and attach your logfile? You can get access the logfile via the companion icon when running ("View logs"). Also, is there a vpn client, firewall or virus scanner installed by any chance? Apologies for the inconvenience!

@Sascha Reuter thank you for reaching out.  The link you sent was for general feedback and didn't look like a support ticket.  I submitted feedback anyways with the log file.  I've also included a copy of the logfile here.

I open the companion app before openning Confluence.  Then I open an image on confluence that should have an "Edit" feature and the companion app crashes.

@Sascha ReuterI am also not able to open Companion App after I installed.  I am using Mac Sierra version 10.12.6.

@Jenae Crain You should see a little "Atlassian" logo in your systray after you opened it. Can you please let me know if you can see this? If it's there but you still can't edit files in Confluence, it would be great if you open a case here and also attach your logfile to your feedback.

companion.png

 

@Brendan Heussler Thanks providing us with your logfile, we're currently having a look at it. We also found some an issue that could cause the app to crash which will be fixed soon with the next update.

@Sascha Reuter I've added a screencast showing the app crashing as soon as I open an image that the companion app should handle.  For reference, I just updated the app to 0.1.2

https://www.dropbox.com/s/jb6k5g7hi4k71ky/companionCrash.mov?dl=0

Hi,

Are you behind a firewall by any chance? The companion app installs fine for me but whenever I try to Edit a document the page keeps offering to download/install the Companion app.

I noticed just now that it is because it is trying to use a number of non standard SSL ports (31456 etc.) rather than the usual 443.

Opening these ports behind our corporate firewall isn't an option...pity as we had started to use the Atlassian tools a lot but document management is painful. Looks like back to SharePoint we go :(

I am not behind a firewall.

Same Problem as Mark Picker

I also encounter the same issue at windows and mac ...  " 

 

Atlassian Companion.png

Hey @Alaa Abu Alaish,

we found an issue that can cause this kind of error (dialog with an empty message) that occurs when the system is unable to resolve that said domain (atlassian-domain-for-localhost-connections-only.com) when starting the app.

We'll likely be able to release an update on Monday that should fix that particular problem we found.

We'll let you know as soon as the fix has been published and released!

Are you behind a proxy? The solution to the same problem in my case was to add "atlassian-domain-for-localhost-connections-only.com" (really that exact domain!) as an exception to the local proxy config.

Credits to Samuel Attard from the Companion dev team

I am not behind a proxy

@Brendan What version of Companion are you running, if you aren't behind a proxy then this is a new issue.

Got a few questions :)

* What OS are you using?

* What version of your OS are you on?

* What browser are you using?

* When you launch the app does it remain open in your tray?

* When you click "Edit" on confluence does it remain open in your tray?

 

Hope we can get this sorted :)

@Samuel, the answers to you questions are in previous comments.  I've also included a logfile and a screencast showing when it crashes.

@Brendan OK so it looks like that's a new issue that we haven't seen before, can you use the "Give feedback" button in the tray menu of Companion so we can track internally and I can reach out with some more debugging steps :).

I have already submitted feedback after @Sascha Reuter asked for the same thing previously in this thread

Have the exact same problem.

Me Too.

I am running Win 10 though and Companion v0.1.3  On install, just get "Atlassian Companion" and spinning circle.  Then nothing else.  

However no directory structure gets created, so when I try to Edit With (Powerpoint) I get a Windows Error message "cannot find file c:\users\myname\atlassian-companion\xxxxx"    Because that directory has not been created by the Companion.

I do have the icon in the systray, but companion functionality doesn't work from a page with documents embedded. 

Note: I have tried installing companion with "Run as Administrator" but didn't make any difference.

Hey @Paul Haines,

Can you confirm what the "xxxxx" is in your case, it sounds like that file is being deleted or something before windows can launch it.

If you can't share the filename here you can raise feedback through the "Give Feedback" link in the apps tray menu.

Cheers,

Sam

Hi Sam

Actually I can now see that the folder is a hidden folder, and it is a long string of hex.   The .pptx file does in fact reside in there, but powerpoint won't open it.    Windows error - see pic attachedCapture.JPG

The filename does contain and ampersand (&) so I am not sure if that is relevant

Can you try files that don't have that ampersand in, it is probably something like that (a special character) that is messing with the launch logic.

@Paul Haines I'm still trying to reproduce this, if possible could you send me the file in question to my email address: sattard@atlassian.com, you can remove all the content, the issue seems to be due to the filename.  Thanks for working through this with us.

Hi Samuel

Yes I think it is because the filename contains an ampersand.   I inserted another pptx file on the page with a different filename and it works fine.  So I don't think I need to send you the actual file, as that is the likely cause

@Paul Haines Thanks for that, I managed to reproduce the issue, looks like the ampersand's are the issue.  Looking to have this fixed in the next release for you :)

@Paul Haines Thanks again for reporting this and helping us figuring out what's going wrong. As Sam mentioned, we believe to have found and fixed the issue. The latest release that went out yesterday should fix this particular error for you. Would you mind verifying that things work fine for you now?

@Sascha Reuter @Samuel Attard

Yes - I just tested and those files with ampersands in filename now open!   Well done for fixing so quickly.

This is fantastic news for!  I just want to make sure we don't lose progress on the OSX front.  I recently updated to v 0.1.4 and I am still having issues.  The file I am trying to open does not have any ampersands, it's "production.jpg".

I have a similar problem, and I uploaded the new companion (0.1.15)

See screenshot. Can somebody help?

Capture.PNG

I've got the same problem on my Win 7 machine. Atlassian Companion is installed, up and running. Although, when I open any document (Excel, Word, PowerPoint) in Confluence the "Edit with" menu doesn't work since it always suggests to download the app. It would seem like there is no communication between Confluence and the Companion app on a particular device.

CompanionIssue.PNG

@Maxim Zapara This sounds more like a proxy/firewall issue. Did you try adding "atlassian-domain-for-localhost-connections-only.com" as an exception to your proxy configuration?

I have the same issue as Maxim, however, I don't have any firewall issues. 

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