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Atlassian Community Hero Image Collage doesn't load license details't load license details in any browser. The loading spinner animations run continuously. Clicking on the link to support briefly replaces the spinners with the message "our apologies details for this license can't be retrieved" before the new page loads. This has been the case for a week at least for our accounts.

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Okay, got to the bottom of this - it's down to extremely slow response times from the license servers and a degree of impatience on my part. It turns out that it takes a minimum of a minute for the licence details to load, and sometimes much longer. After 45 seconds or so, I tend to assume that the process has hung and refresh the page/click the support button ofr something of that nature. Three people in our organisation had all concluded that the details weren't loading, so I don't think my expectations are unique - I think any in page process that's going to take more than half a minute needs a bit of commentary to ensure users don't give up prematurely. Suggest a message in the page along the lines of 'this can take a long time (a minute or so), so please be patient while the licence server retrieves your details'.

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Pedro Cora Atlassian Team Jun 16, 2014

Hi Johnathan,

Could you try to clear all the browser temporary files or check if this happens on a different browser?

If the problem continues, contact the Customer Advocates

Hi Pedro, I tried 3 different browsers, including one that had never visited Atlassian sites before. However I have solved the problem (see the answer I gave to my own question).

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