Troubleshooting Problems and Requesting Technical Support

Having problems with your Confluence site? This page provides some basic troubleshooting steps and tools to help you get your site back on track.  

Troubleshooting a problem

If you're not a Confluence administrator, you should report your problem to your Confluence admin. 

If you're an administrator:

  1. Run the health check and log scanner for known issues with your site.
  2. Search our knowledge base for solutions to known issues
  3. Check our issue tracker for known bugs.
  4. If you suspect the problem is related to an add-on, you can run Confluence in Safe Mode or temporarily disable any third party add-ons.

If you're unable to solve the problem, create a support zip with your logs and configuration files, then contact our Support team for help. 

Running a health check

Health checks provide a simple way to check the set up of your Confluence instance.  The health check looks at things like your license validity, basic database setup, file system configuration and more. 

To run the health check go to  > General Configuration > Troubleshooting and support tools > Instance health.  

The health check will let you know if there are any problems. 

Using the log analyzer

The log analyzer scans your Confluence logs for errors, matching them to known issues in our knowledge base and issue tracker. 

To run the log analyzer, go to  > General Configuration > Troubleshooting and support tools > Log analyzer.  It will return a list of links to matching articles in our knowledge base and/or bugs in our issue tracker. 

Good to know:

  • The log scanner uses regular expressions to match errors in your logs with errors reported in knowledge base articles and bugs. 
  • The most recently reported problems are displayed first. Only the most recent 10 matches are displayed. Click "Show all" to see all the results if more than 10 matches are returned.
  • The links will take you to our knowledge base or issue tracker.

Raise a support request with an add-on vendor

If your problem is related to a third party add-on, you'll need to:

  • check whether the add-on is supported by a third party vendor on the Atlassian Marketplace
  • contact the add-on vendor directly - there will be information in the Marketplace listing 

You can read more about Atlassian support for add-ons.

Raise a support request with Atlassian 

There are two ways to raise a support request with us: 

  • from within Confluence: go to  > General Configuration > Troubleshooting and support tools > Get help and follow the prompts to create the request.  See Create a Support Request for more info. 
  • from our support site: go to https://support.atlassian.com and follow the prompts to choose your product and type of request.

You'll receive email updates about the request progress, and see the status of your request at any time in the Support site. 

Good to know:

Creating a support zip file 

We recommend that you attach a support zip file to every interaction with our support team. You'll need Confluence Administrator or System Administrator permissions to create a support zip. 

To create a support zip go to  > General Configuration > Troubleshooting and support tools > Create support zip.

See Create a Support Zip for more information on which files are included in the support zip file. 

Logging a bug

If you've found a bug, follow the steps above to raise a support request. Our support team can then create the bug report for you - this helps reduce duplication in our issue tracker, and our support team may be able to help you with a workaround in the meantime. 

Last modified on Aug 13, 2018

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