If you have any issues with our Confluence add-ons do not hesitate to create a support ticket at our Helpdesk – we'll do our best to help you!

In general it is very helpful to provide us with some information about your Confluence, including an overview about your system enviroment and any errors being logged. Furthermore we need a detailed error description to reproduce the issue, the more information we have the better we can help you. The following describes how to diagnose your Confluence and collect those information.

You can either report us completely manually and follow the steps below or get some help from our Linchpin Support Plugin on the Marketplace.

Simply install the Linchpin Support Plugin from the Marketplace, open Linchpin Support from the administration sidebar and click through the steps on the screen.

Step 1: Diagnose and debug your Confluence

To make sure that the root cause of the problem is our Confluence add-on and it is not caused by Confluence itself or another third-party add-on, please follow the steps explained in the following article. If you are already sure the our add-on is causing the problem, you can skip this step and go to step 2.

Recommended steps to diagnose and debug Confluence - Errors in logs caused by add-ons

Step 2: Collect information

System Information

The System Information gives details about your Confluence system environment, like the Confluence version, the database and installed plugins. Please provide us with the information you see on the System Information screen (see Viewing System Information).

Backend Errors

Confluence permanently writes messages into a specific log file on your server. Providing us with an extract of that log file would be a big help. Without the log messages it is often impossible to analyze what’s going on in your system.

  1. Please set the log level to DEBUG for the class/package „net.seibertmedia“ on your Confluence server.
  2. Repeat the action that resulted in the issue and send us the messages that have been logged during that time period.

You can set up log levels in the administration section of your Confluence server under the menu entry „Logging and Profiling“ (see the screenshot below and the page Configuring Logging).

For finding the Confluence log files see the page Working with Confluence Logs.

Frontend Errors

Besides the backend errors, it is also helpful to have a look at the messages that have been logged in the JavaScript console of your browser during the time period you were running into the issue.

  1. Please open the developer tools in your browser and go the the console view.
  2. Repeat the action that resulted in the issue and send us the messages being logged in the console.

You can provide us also with some screenshots or screencasts, if you run in any unexpected display or behavior issues.

Don't forget to mention which browser you were using including its version and which operating system you were running. Especially if you use the Internet Explorer it is helpful to send us the specific version (IE 11 is sometimes not enough):

This is how you get the specific version.

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This content was last updated on 06/12/2018.

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