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Why after open page in Confluence i can see issue "We've hit a snag"?

Refresh page not help. but for other colleagues, the confluence works fine 

5 answers

1 vote
Jessica Atlassian Team Sep 13, 2022

Hi @Veronika Davydova _ Shiji 

Generally when the page works for any other users, but the error display only for you, this can mean the issue could be in the browser itself, such as some old cached information, supported browser, outdated or even browser extensions.

In order to check that, we would like to ask you a few tests to confirm if that could be the case, before moving the investigation in another direction.

Please follow the steps below in the suggested order:

  • Manually disable the browser extensions to avoid any of them possibly blocking the content to be loaded.
  • Run the browser in incognito mode to see if this affected by stored information on the browser.
  • If running in incognito works, please, try clearing all the browser's temporary data from all time (usually Ctrl+Shift+Delete on Windows or Command+Shift+Delete on Mac) and also the following steps:
    For example, in Google Chrome.
  • Try on a different browser;
  • Try on a different machine/environment so we can discard possible different configurations.

 

In case none of the above works, please provide some information on which browser are you using, browser version and let us know if any of the steps worked and which ones didn't.

Regards,
Jessica

Chrome ver. 105.0.5195.102 
Safari ver. 13.1.3 (15609.4.1)


Confluence in Chrome works well. Confluence not supported Safari version 13.1.3?

Like Jessica likes this
Jessica Atlassian Team Sep 15, 2022

Thank you for the additional details, @Veronika Davydova _ Shiji ,

This was extremely helpful understanding what could be the issue.

Indeed, it seems to be related to an issue with the browser Safari, as previous versions (current latest version 15.5) are returning some errors when accessing Confluence.

We do recommend the update of the browser Safari to the latest version. I found this guide covering how to Update Safari on Mac that might be helpful, but if you are unable to update the Safari browser (it could be related to the MacOS version), you may want to get in touch with your IT team/contact to review it.

If you are not allowed to update your Safari browser though, and want to keep this version, we highly recommend using another browser such as Chrome and keep all browsers up to date, to be up to our supported on the latest browser versions.

 

Hope this helps!

Cheers,
Jessica

Like Kishan Sharma likes this

anyway, I think the behavior is strange, the page in Confluence opens for just a few seconds, that is, the page information is visible, after which an error appears

0 votes

Hi @Veronika Davydova _ Shiji ,

welcome to the Atlassian community!

Are u using a supported browser? https://support.atlassian.com/atlassian-account/docs/supported-browsers-for-atlassian-cloud-products/

It seems to be a clinet side error so there are no error on Confluence side.

Fabio

@Fabio Racobaldo _Herzum_ Yes, sure. Today in the morning page work well. 

0 votes

Hi @Veronika Davydova _ Shiji 

Welcome to the Atlassian Community!

You can try updating your browser to latest version to see if that helps.

This is a generic error message, there could be several reasons. The message at the bottom of the error suggests to ask your admin to contact
 Atlassian Support Team and provide them the URL of the page. Atlassian Support need to check this problem against your site logs to understand what's causing it. Only your admin can give the access which support team will need to troubleshoot the issue.


We’ve hit a snag

The issue should resolve on its own, but if it keeps happening, ask your admin to contact our support team and give them:

  • The URL of this page
  • The code associated with this error: o7di4b
  • Refresh page

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