Unable to Edit a number of Word Documents in Confluence using Companion

[Tadhg O Sullivan]

I have attached a number of files to Confluence and am able to edit most of them with 1 or two exceptions.

The 3 documents that I am unable to edit are 578 KB, 614 K and 3 KB respectively.

I have also uploaded other larger files which I am able to edit using the Atlassian Companion tool.

Any help would be appreciated.

Thanks

Tadhg

[Tadhg O Sullivan]

[
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{"namespace":"adc:auto-updater","date":"2018-01-19T09:53:15.812Z","message":["autoUpdate initialized successfully"]},
{"namespace":"adc:browser","date":"2018-01-19T09:53:17.138Z","message":["websocket launched successfully on port:",22274]},
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{"namespace":"adc:auto-updater","date":"2018-01-19T14:29:33.093Z","message":["checking"]},
{"namespace":"adc:auto-updater","date":"2018-01-19T14:34:34.248Z","message":["checking"]},
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{"namespace":"adc:auto-updater","date":"2018-01-19T14:49:38.264Z","message":["checking"]},
{"namespace":"adc:websocket","date":"2018-01-19T14:54:37.651Z","message":["new client connection"]},
{"namespace":"adc:websocket","date":"2018-01-19T14:54:37.821Z","message":["received message:","{\"type\":\"jwt\",\"payload\":\"eyJraWQiOiJtaWNyb3MtZ3JvdXBcL2NvbmZsdWVuY2VcLzIwMTcwODE0VDEyMTIwMiIsImFsZyI6IlJTMjU2In0.eyJhdWQiOiJhdGwtY29tcGFuaW9uIiwibmJmIjoxNTE2MzczNjc3LCJjb25mbHVlbmNlX29yaWdpbiI6Imh0dHBzOlwvXC9wYXl6b25laXJlbGFuZC5hdGxhc3NpYW4ubmV0IiwiaXNzIjoibWljcm9zLWdyb3VwXC9jb25mbHVlbmNlIiwiZXhwIjoxNTE2MzczODU3LCJpYXQiOjE1MTYzNzM2NzcsImp0aSI6IjZkZDRkZWM2LTFiYjYtNDJlYi04ZDIxLTY3ODQ3YjM1YmYxYiJ9.r7X69ABFthcgJod_n5X3Qbajy4EeKxFht3zJjKHuuwv5rUXw-pFoaOoHRySSj7P7hDxbne9Db2qEhHo9-OyUK8cQox154Ti0ZS3I3dO_hUfV1stF3cXJR0mMStmH7kkDvRA_QUZBN4FvxOxJ4kmhZXPPrChwCIwMM3Rzm_axVw_XqdXpAHTRg_KRaOkIXgX9OQYn_jvWOyGHthKDEnpN4QDZtEFxMWQDe4QRWoum6WdG03-vF-S0klzPrQi7K_YnFZvhhBF20smOd8Kgx2qaKyXZvUHNHLRAA2Qf7au9KOoTXNb8q86N0O1zbNXhkAR4uQ5QETJsBVY2cEfi-8eu_w\",\"requestID\":1}"]},
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{"namespace":"adc:websocket:auth","date":"2018-01-19T14:54:37.822Z","message":["opening JTI cache"]},
{"namespace":"adc:websocket:auth","date":"2018-01-19T14:54:39.052Z","message":["validated signature"]},
{"namespace":"adc:websocket:auth","date":"2018-01-19T14:54:39.054Z","message":["testing origin:","https://payzoneireland.atlassian.net"]},
{"namespace":"adc:websocket:auth","date":"2018-01-19T14:54:39.056Z","message":["testing JTI:","6dd4dec6-1bb6-42eb-8d21-67847b35bf1b"]},
{"namespace":"adc:websocket:auth","date":"2018-01-19T14:54:39.071Z","message":["client authenticated with JWT:","eyJraWQiOiJtaWNyb3MtZ3JvdXBcL2NvbmZsdWVuY2VcLzIwMTcwODE0VDEyMTIwMiIsImFsZyI6IlJTMjU2In0.eyJhdWQiOiJhdGwtY29tcGFuaW9uIiwibmJmIjoxNTE2MzczNjc3LCJjb25mbHVlbmNlX29yaWdpbiI6Imh0dHBzOlwvXC9wYXl6b25laXJlbGFuZC5hdGxhc3NpYW4ubmV0IiwiaXNzIjoibWljcm9zLWdyb3VwXC9jb25mbHVlbmNlIiwiZXhwIjoxNTE2MzczODU3LCJpYXQiOjE1MTYzNzM2NzcsImp0aSI6IjZkZDRkZWM2LTFiYjYtNDJlYi04ZDIxLTY3ODQ3YjM1YmYxYiJ9.r7X69ABFthcgJod_n5X3Qbajy4EeKxFht3zJjKHuuwv5rUXw-pFoaOoHRySSj7P7hDxbne9Db2qEhHo9-OyUK8cQox154Ti0ZS3I3dO_hUfV1stF3cXJR0mMStmH7kkDvRA_QUZBN4FvxOxJ4kmhZXPPrChwCIwMM3Rzm_axVw_XqdXpAHTRg_KRaOkIXgX9OQYn_jvWOyGHthKDEnpN4QDZtEFxMWQDe4QRWoum6WdG03-vF-S0klzPrQi7K_YnFZvhhBF20smOd8Kgx2qaKyXZvUHNHLRAA2Qf7au9KOoTXNb8q86N0O1zbNXhkAR4uQ5QETJsBVY2cEfi-8eu_w"]},
{"namespace":"adc:websocket","date":"2018-01-19T14:54:39.139Z","message":["received message:","{\"type\":\"new-transaction\",\"payload\":{\"transactionType\":\"file\"},\"requestID\":2}"]},
{"namespace":"adc:websocket","date":"2018-01-19T14:54:39.162Z","message":["received message:","{\"transactionID\":\"ab9abee4-4985-4324-9413-d0503e058647\",\"type\":\"list-apps\",\"payload\":{\"mimeType\":\"application/pdf\",\"extension\":\"pdf\"},\"requestID\":3}"]},
{"namespace":"adc:websocket","date":"2018-01-19T14:54:39.165Z","message":["received transaction message for:","ab9abee4-4985-4324-9413-d0503e058647"]},
{"namespace":"adc:transaction:ab9abee4-4985-4324-9413-d0503e058647","date":"2018-01-19T14:54:39.167Z","message":["handling apps list request",{"mimeType":"application/pdf","extension":"pdf"}]},
{"namespace":"adc:auto-updater","date":"2018-01-19T14:54:39.383Z","message":["checking"]},
{"namespace":"adc:websocket","date":"2018-01-19T14:54:43.452Z","message":["received message:","{\"transactionID\":\"ab9abee4-4985-4324-9413-d0503e058647\",\"type\":\"launch-file-in-app\",\"payload\":{\"fileURL\":\"https://api.media.atlassian.com/file/ba4765ce-c15d-42c2-acfe-80be5a83aed5/binary?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI0YzVjMGNiNy1jZTFjLTQ2MDYtYWYzOS1mNGMxMzM3MjAzMmUiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOmJhNDc2NWNlLWMxNWQtNDJjMi1hY2ZlLTgwYmU1YTgzYWVkNSI6WyJyZWFkIl19LCJleHAiOjE1MTYzNzY2ODMsIm5iZiI6MTUxNjM3MzYyM30.4MW0bXE35VPyVRx52AhVSuFAo200nojRqEUzjK-0W6w&client=4c5c0cb7-ce1c-4606-af39-f4c13372032e&name=REX%20Integrators%20Guide%202014-01-22.pdf\",\"applicationID\":\"b71813bfed5c110ff37e72... Integrators Guide 2014-01-22.pdf\",\"submitChangesURL\":\"\"},\"requestID\":4}"]},
{"namespace":"adc:websocket","date":"2018-01-19T14:54:43.452Z","message":["received transaction message for:","ab9abee4-4985-4324-9413-d0503e058647"]},
{"namespace":"adc:transaction:ab9abee4-4985-4324-9413-d0503e058647","date":"2018-01-19T14:54:43.454Z","message":["handling file launch request",{"fileURL":"https://api.media.atlassian.com/file/ba4765ce-c15d-42c2-acfe-80be5a83aed5/binary?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI0YzVjMGNiNy1jZTFjLTQ2MDYtYWYzOS1mNGMxMzM3MjAzMmUiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOmJhNDc2NWNlLWMxNWQtNDJjMi1hY2ZlLTgwYmU1YTgzYWVkNSI6WyJyZWFkIl19LCJleHAiOjE1MTYzNzY2ODMsIm5iZiI6MTUxNjM3MzYyM30.4MW0bXE35VPyVRx52AhVSuFAo200nojRqEUzjK-0W6w&client=4c5c0cb7-ce1c-4606-af39-f4c13372032e&name=REX%20Integrators%20Guide%202014-01-22.pdf","applicationID":"b71813bfed5c110ff37e72b546... Integrators Guide 2014-01-22.pdf","submitChangesURL":""}]},
{"namespace":"adc:file-manager","date":"2018-01-19T14:54:44.293Z","message":["download length set at ",1091921]},
{"namespace":"adc:analytics","date":"2018-01-19T14:54:44.294Z","message":["event","companion.openWith.request",{"appName":"Adobe Acrobat Reader DC ","fileAttributes":{"fileMimeType":"application/pdf","fileSize":1091921}}]},
{"namespace":"adc:file-manager","date":"2018-01-19T14:54:45.188Z","message":["telling the OS to launch file:","C:\\Users\\Tadhg.OSullivan\\.atlassian-companion\\a7b453ba-9de6-424f-8f79-b950930d8f84\\REX Integrators Guide 2014-01-22.pdf"]},
{"namespace":"adc:auto-updater","date":"2018-01-19T14:59:40.571Z","message":["checking"]},
{"namespace":"adc:auto-updater","date":"2018-01-19T15:04:41.770Z","message":["checking"]},
{"namespace":"adc:websocket","date":"2018-01-19T15:08:45.311Z","message":["new client connection"]},
{"namespace":"adc:websocket","date":"2018-01-19T15:08:45.421Z","message":["received message:","{\"type\":\"jwt\",\"payload\":\"eyJraWQiOiJtaWNyb3MtZ3JvdXBcL2NvbmZsdWVuY2VcLzIwMTcwODE0VDEyMTIwMiIsImFsZyI6IlJTMjU2In0.eyJhdWQiOiJhdGwtY29tcGFuaW9uIiwibmJmIjoxNTE2Mzc0NTI1LCJjb25mbHVlbmNlX29yaWdpbiI6Imh0dHBzOlwvXC9wYXl6b25laXJlbGFuZC5hdGxhc3NpYW4ubmV0IiwiaXNzIjoibWljcm9zLWdyb3VwXC9jb25mbHVlbmNlIiwiZXhwIjoxNTE2Mzc0NzA1LCJpYXQiOjE1MTYzNzQ1MjUsImp0aSI6ImQzM2JlZTg4LTM5YjgtNGQ5ZS1hZGU0LTkxYjVkODUxNmYyMyJ9.IClmv6Y5V0QpjCh6e82SeQ3_nXEAN8DiqXHZq4cbmp3nSv3LqvJ-HnBQs9_A-HdKJEUfP92FCfMKQM9wYX9Wxn5ZxlswX9blr8lglcXZ57SnD2TkDm6gEJHsX4d6tshsJ4bG8TTQEoRCkD87ZPQSS9etKfUp7ypdzFWBT0ytIqGNH6mA3Cn76eRoyfMCrbkXuKoFeBA8gcGH1Fl8_0x2SzveOAowhDV4fUDJVVBiYKVFuUZmfYRFKUOTTNLEHdeN4uhEA2Aj0SZ5D7KfZGg80J-ej-I7SM35-UNGwziHeGBaRPBi2izSKcqDHf_vLb5a9lWUrXiyDqf0qXDO5Gy3Vw\",\"requestID\":1}"]},
{"namespace":"adc:websocket:auth","date":"2018-01-19T15:08:45.422Z","message":["validating client challenge resposne"]},
{"namespace":"adc:websocket:auth","date":"2018-01-19T15:08:46.098Z","message":["validated signature"]},
{"namespace":"adc:websocket:auth","date":"2018-01-19T15:08:46.099Z","message":["testing origin:","https://payzoneireland.atlassian.net"]},
{"namespace":"adc:websocket:auth","date":"2018-01-19T15:08:46.100Z","message":["testing JTI:","d33bee88-39b8-4d9e-ade4-91b5d8516f23"]},
{"namespace":"adc:websocket:auth","date":"2018-01-19T15:08:46.101Z","message":["client authenticated with JWT:","eyJraWQiOiJtaWNyb3MtZ3JvdXBcL2NvbmZsdWVuY2VcLzIwMTcwODE0VDEyMTIwMiIsImFsZyI6IlJTMjU2In0.eyJhdWQiOiJhdGwtY29tcGFuaW9uIiwibmJmIjoxNTE2Mzc0NTI1LCJjb25mbHVlbmNlX29yaWdpbiI6Imh0dHBzOlwvXC9wYXl6b25laXJlbGFuZC5hdGxhc3NpYW4ubmV0IiwiaXNzIjoibWljcm9zLWdyb3VwXC9jb25mbHVlbmNlIiwiZXhwIjoxNTE2Mzc0NzA1LCJpYXQiOjE1MTYzNzQ1MjUsImp0aSI6ImQzM2JlZTg4LTM5YjgtNGQ5ZS1hZGU0LTkxYjVkODUxNmYyMyJ9.IClmv6Y5V0QpjCh6e82SeQ3_nXEAN8DiqXHZq4cbmp3nSv3LqvJ-HnBQs9_A-HdKJEUfP92FCfMKQM9wYX9Wxn5ZxlswX9blr8lglcXZ57SnD2TkDm6gEJHsX4d6tshsJ4bG8TTQEoRCkD87ZPQSS9etKfUp7ypdzFWBT0ytIqGNH6mA3Cn76eRoyfMCrbkXuKoFeBA8gcGH1Fl8_0x2SzveOAowhDV4fUDJVVBiYKVFuUZmfYRFKUOTTNLEHdeN4uhEA2Aj0SZ5D7KfZGg80J-ej-I7SM35-UNGwziHeGBaRPBi2izSKcqDHf_vLb5a9lWUrXiyDqf0qXDO5Gy3Vw"]},
{"namespace":"adc:websocket","date":"2018-01-19T15:08:46.118Z","message":["received message:","{\"type\":\"new-transaction\",\"payload\":{\"transactionType\":\"file\"},\"requestID\":2}"]},
{"namespace":"adc:websocket","date":"2018-01-19T15:08:46.123Z","message":["received message:","{\"transactionID\":\"e96b97ff-cbdd-45b8-b1a2-7eda0d2042c5\",\"type\":\"list-apps\",\"payload\":{\"mimeType\":\"application/msword\",\"extension\":\"doc\"},\"requestID\":3}"]},
{"namespace":"adc:websocket","date":"2018-01-19T15:08:46.125Z","message":["received transaction message for:","e96b97ff-cbdd-45b8-b1a2-7eda0d2042c5"]},
{"namespace":"adc:transaction:e96b97ff-cbdd-45b8-b1a2-7eda0d2042c5","date":"2018-01-19T15:08:46.127Z","message":["handling apps list request",{"mimeType":"application/msword","extension":"doc"}]},
{"namespace":"adc:websocket","date":"2018-01-19T15:08:49.598Z","message":["received message:","{\"transactionID\":\"e96b97ff-cbdd-45b8-b1a2-7eda0d2042c5\",\"type\":\"launch-file-in-app\",\"payload\":{\"fileURL\":\"https://api.media.atlassian.com/file/06f897f9-ccd6-4a65-b579-124aac1415c7/binary?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI0YzVjMGNiNy1jZTFjLTQ2MDYtYWYzOS1mNGMxMzM3MjAzMmUiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjA2Zjg5N2Y5LWNjZDYtNGE2NS1iNTc5LTEyNGFhYzE0MTVjNyI6WyJyZWFkIl19LCJleHAiOjE1MTYzNzc1MjksIm5iZiI6MTUxNjM3NDQ2OX0.lE_TiZZMwdUUcQ3S6Z5ZvkzMO23ugV-tBa2jItLqfcg&client=4c5c0cb7-ce1c-4606-af39-f4c13372032e&name=Payzone%20Payment%20Gateway%20Integration%20%28Scheduled%20Payments%29.doc\",\"applicat... Payment Gateway Integration (Scheduled Payments).doc\",\"submitChangesURL\":\"\"},\"requestID\":4}"]},
{"namespace":"adc:websocket","date":"2018-01-19T15:08:49.599Z","message":["received transaction message for:","e96b97ff-cbdd-45b8-b1a2-7eda0d2042c5"]},
{"namespace":"adc:transaction:e96b97ff-cbdd-45b8-b1a2-7eda0d2042c5","date":"2018-01-19T15:08:49.600Z","message":["handling file launch request",{"fileURL":"https://api.media.atlassian.com/file/06f897f9-ccd6-4a65-b579-124aac1415c7/binary?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI0YzVjMGNiNy1jZTFjLTQ2MDYtYWYzOS1mNGMxMzM3MjAzMmUiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjA2Zjg5N2Y5LWNjZDYtNGE2NS1iNTc5LTEyNGFhYzE0MTVjNyI6WyJyZWFkIl19LCJleHAiOjE1MTYzNzc1MjksIm5iZiI6MTUxNjM3NDQ2OX0.lE_TiZZMwdUUcQ3S6Z5ZvkzMO23ugV-tBa2jItLqfcg&client=4c5c0cb7-ce1c-4606-af39-f4c13372032e&name=Payzone%20Payment%20Gateway%20Integration%20%28Scheduled%20Payments%29.doc","applicatio... Payment Gateway Integration (Scheduled Payments).doc","submitChangesURL":""}]},
{"namespace":"adc:file-manager","date":"2018-01-19T15:08:50.348Z","message":["download length set at ",591360]},
{"namespace":"adc:analytics","date":"2018-01-19T15:08:50.352Z","message":["event","companion.openWith.request",{"appName":"Word (desktop)","fileAttributes":{"fileMimeType":"application/msword","fileSize":591360}}]},
{"namespace":"adc:auto-updater","date":"2018-01-19T15:09:42.898Z","message":["checking"]},
{"namespace":"adc:auto-updater","date":"2018-01-19T15:14:44.123Z","message":["checking"]},
{"namespace":"adc:auto-updater","date":"2018-01-19T15:19:45.264Z","message":["checking"]},
{"namespace":"adc:auto-updater","date":"2018-01-19T15:24:46.451Z","message":["checking"]}
]

[Tadhg O Sullivan]

That's the content of the file now.

[Shannon S]

Tadhg,

1. Can you let me know what type of documents you're able to edit vs not?
2. What OS are you on, and what is your document editing software and version?
3. Can you tell me what exactly happens when you try to edit these? Do they not open? Are you unable to save? Does an error occur?

I'd like to test this on your instance as well, but I wasn't able to find a Cloud account under your email address. We may need to raise a support ticket for you in order to test it, but let's see how I can help you on this forum.

Regards,

Shannon

[Tadhg O Sullivan]

Hi Shannon,

1.The documents are Microsoft word documents.

2.It is 3 specific documents Microsoft documents that I am unable to edit ,however I am able to edit others'. I am on Windows 7 and am using Microsoft Word 2013 version.

When I try to edit the word documents the update new version message box appears and then it appears to get stuck on opening.

Any assistance is greatly appreciated.

Tadhg

[Shannon S]

Tadgh,

Thank you for your confirmation. The "update new version" message is in your Companion, and not Office, correct?

And apologies for not clarifying, by type I meant the file extension. Are they .doc or .docx? A combination of both? 

Could you show me a screenshot of the exact error so I can compare with other users?

Lastly, are you able to edit these documents from another computer or do they not work for anyone?

Regards,
Shannon

[Tadhg O Sullivan]

Hi Shannon,

Yes the update new version message is appearing in Companion.

The word documents are .doc files and the issue is occurring for a number of users'.

I can edit the documents without any issue from opening them directly in Microsoft Word but unable to do so using Companion.

Thanks

Tadhg

[Shannon S]

Tadhg,

Thank you. I thought you might have seen an error message in addition to that screenshot. Let’s have a look at your logs folder for the Companion app.

You can find the logs by clicking on the Atlassian Companion menu bar icon (if on Windows, right-click the tray icon), and select View Logs from the menu.

Have a look at that error log and please feel free to include the errors in it in response to this thread.

Additionally, I’d like to know the following:

1. Is the computer on a local network?
2. Have any local or domain group policies been applied to the computer?
3. Is your user an administrator on that machine?
4. Is your computer shared between multiple users with fast user switching?
5. Have you tried uninstalling and re-installing the Companion app?
6. Which browser are you using?
7. Is the computer network behind a proxy or firewall?

Lastly, can you verify that your network is allowing access to the following IP ranges and domains?

Thank you for your help. Failing this, I can get your ticket over to the support team and we can have a look at the instance itself and your logs.

Regards,

Shannon

[Tadhg O Sullivan]

Hi Shannon,

"You can find the logs by clicking on the Atlassian Companion menu bar icon (if on Windows, right-click the tray icon), and select View Logs from the menu."

How do i do this I don't have the Atlassian Companion menu bar it seems?

Is this on my browser?

Thanks

Tadhg

[Shannon S]

Hi Tadhg,

It'll be on your top menu bar if you're on a Mac, and in the tray if you're on Windows. Here's how mine looks on my Mac:

If you don't see it, let me know your operating system version and I can help you find your logs.

Shannon

[Tadhg O Sullivan]

Thanks Shannon,

Attempting to edit 1 of the files now and I'll see does it produce an error log.

I assume the error log file will be called error ,log or something obvious?

[Shannon S]

Tadhg, 

It looks like the log will be called companion.log.

Once you select the "View Logs" option it will go straight to the folder which contains the log.

Shannon