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suggested articles cannot be opened

Hi,

 

In the customer portal I choose a request type and type a keyword.

An article is suggested:

Request type.jpg

but I cannot open it:

error message.jpg

Do you know how I can solve this issue?

 

Thanks.

1 answer

0 votes
Zak Laughton Atlassian Team Jan 09, 2020

Hi Christian,

The error you're seeing indicates that you can't reach Confluence with the URL used. If you were able to reach Confluence, you should see the Confluence application (e.g. Confluence sidebar and header) with an error saying Confluence couldn't find the page. Instead, this error is coming from Apache Tomcat, which runs Confluence, saying it can't even find the application.

If you can reach the Confluence instance by going directly to the URL, but get this error with this link, it likely means the URL in the link is not correct.

Here are some information that might help the community troubleshoot this one:

  • Can you reach the Confluence site directly?
  • If so, can you view the "PDF issues" page by searching for it directly?
  • If yes to both questions above, does the URL for the "PDF issues" page match the URL in the link from the "Articles may help" dialog?

Thanks!
– Zak

Hi Zac,

I can reach Confluence directly and I can find the page PDF Issues.

Which URL do you mean? Is it this one?

2020-01-10_15-53-03.jpg

I cannot open the suggested article if I first choose a request type.

But if I type the keyword without choosing a rquest type, the suggested article is presented and I can open it:

2020-01-10_16-00-03.jpg2020-01-10_16-00-35.jpg

Zak Laughton Atlassian Team Jan 10, 2020

Hm, interesting. Each link will have a URL that it directs you to when you click it. Since the link works correctly in one scenario and not in the other, it's likely the link is providing an incorrect URL in one of the situations.

While I'm not familiar with how this is configured in this portal, knowing whether or not the URL is corrupt will help identify and narrow down a root cause.

To get the URL from a link:

  1. Right click the URL
  2. Click "Copy link address"
  3. Paste the address somewhere

(alternatively, you will typically see the link URL in the bottom left corner of the browser window when you hover over it)

When you compare the URL's for the working and non-working links, do they match?

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