Requesting External User Management Support

If you are having external user management issues with Confluence, and the advice on Add LDAP Integration has not helped, you can always ask us for help. External user management issues can be hard to diagnose, however, and we often spend a lot of time understanding the particular configuration you have. The best way to get a speedy resolution to your issue is to provide this information up front.

Please gather all of the information listed below and include it in your support request (http://support.atlassian.com), even if you think you have a good idea what's causing the problem. That way we don't have to ask for it later.

Confluence server

Take a screenshot of Confluence's Administration → System Information (or save the page as HTML)
Take a screenshot of Confluence's Administration → Global Permissions, if you are having problems with logging in
Take a screenshot of the Space permissions page, if you are having problems with space or page permissions.

Confluence configuration files

Attach a copy of atlassian-user.xml, found in confluence/WEB-INF/classes
Attach a copy of osuser.xml, found in confluence/WEB-INF/classes.

If you are running Confluence 2.1 you will have to attach the following file instead of atlassian-user.xml

Attach a copy of atlassianUserContext.xml, found in confluence/WEB-INF/classes

User management system

What is the name and version of your LDAP server?
Does your LDAP server use dynamic or static groups?

Using Active Directory for LDAP?

Please include JXplorer Table Editor snaphots with the information specified on this page

Diagnostics

Enable profiling (as described here)
Enable detailed user management logging by editing confluence/WEB-INF/classes/log4j.properties:

Change this section:

###
# Atlassian User
###
#log4j.logger.com.atlassian.user=DEBUG, confluencelog
#log4j.additivity.com.atlassian.user=false
#log4j.logger.com.atlassian.confluence.user=DEBUG,console
#log4j.additivity.com.atlassian.confluence.user=false
#log4j.logger.bucket.user=DEBUG,console
#log4j.additivity.bucket.user=false

To this:

###
# Atlassian User
###
log4j.logger.com.atlassian.user=DEBUG, confluencelog
log4j.additivity.com.atlassian.user=false
log4j.logger.com.atlassian.confluence.user=DEBUG,confluencelog
log4j.additivity.com.atlassian.confluence.user=false
log4j.logger.bucket.user=DEBUG,confluencelog
log4j.additivity.bucket.user=false
log4j.logger.com.atlassian.seraph=DEBUG, confluencelog
log4j.additivity.com.atlassian.seraph=false
log4j.logger.com.opensymphony.user=DEBUG, confluencelog
log4j.additivity.com.opensymphony.user=false

After enabling both the above, please attempt a Confluence LDAP account login and attach a copy of the log files that are produced when the problem occurs. To do this, locate your install directory or exploded WAR directory, then zip the full /logs subdirectory into a single file for us to examine. An example location might be confluence-2.2.2-std/logs.

If you are using LDAP, download Paddle and run it. Attach the logs created to the support ticket.