Migration issues? No problem – here is what to do!

Troubleshooting for Confluence Server

For complex Gliffy diagrams with custom shapes or non-standard formatting, errors in imported diagrams may appear. However, before you contact us please check if you prepared your staging environment correctly (see how to “ Switch from Gliffy to draw.io in three steps ”).

If the issues still exist, don't worry, we will find a resolution as quickly as possible. Please send an email to support@draw.io to report your issue and be sure to include the following information in your email:

1. Your Confluence version number (for Confluence Server/Data Center only)

2. Your draw.io version number (for Confluence Server/DC only)

3. The diagrams that caused errors as both .gliffy and .xml files

4. The import report:

as a text file (see "Download the report") for Confluence Server/Data Center
copy the report from the migration screen for Confluence Cloud

5. Your Confluence logs

How do I get to the Confluence logs?

1. Enable the logging and profiling

In your Confluence administration section, select Logging and Profiling from the panel on the left.

2. Configure the logging and profiling

Under Add New Entry, enter mxgraph as the Class/Package Name, select DEBUG , then click on Save at the bottom of the page.
In the Logging and Profiling section of the Confluence administration area, add a new entry com.mxgraph, select level ALL and click the Add entry button. Then, at the bottom of the page click Save.
You can opt to disable the logging later on by clicking the Remove link next to the com.mxgraph entry on this page.

3. Create the support ZIP file

In the Confluence administration section, under Logging and Profiling, click on Troubleshooting and Support Tools in the panel on the left.
Finally, on the Troubleshooting and Support Tools page, click on the Create Support Zip tab, then click on the Create button.

Troubleshooting for Confluence Cloud

For complex Gliffy diagrams with custom shapes or non-standard formatting, errors in imported diagrams may appear. But don't worry, we will find a resolution as quickly as possible. Please send an email to support@draw.io to report your issue and being sure to include the following information in your email:

1. The import report (just copy the report from the migration screen for Confluence Cloud)

2. The diagrams that caused errors as both .gliffy and .xml files

Run the Gliffy importer again for individual diagrams

If there are only a few Gliffy diagrams that haven’t been converted the way they should, you can take a shortcut to run the mass importer again. Of course this only applies if we enhanced the mass importer after you contacted us and issued a new version of draw.io. After you updated draw.io, just open the Confluence pages that contain the specific Gliffy diagrams, go to the attachment section and delete the comment convertedtodrawio from the attached Gliffy diagram. After removing the comment, you can run the converter again.