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 a Marketplace app, you can run Confluence in Safe Mode or temporarily disable any third party apps.

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 Administration  > 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 Administration  > 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.

Mark logs when troubleshooting issues

When troubleshooting it can be useful to mark your log files before and after you attempt to replicate the problem. This makes it easier for you to locate the specific part of the log to investigate.  

To mark the application log files:

  1. Go to Administration  > General Configuration > Logging and Profiling.
  2. If you run Confluence in a cluster, select a cluster node.
  3. Enter a message, for example "Reproduce directory sync issue".
  4. Select Rollover log files if you want to start a new log file with your mark (this will delete the oldest log file). 
  5. Select Mark.

Screenshot: The logging and profiling screen in a cluster

Your message will be added to all the application log files (such as atlassian-confluence.log, and atlassian-confluence-security.log). You can mark your logs as often as you need to.

Here's an example:

2021-01-04 13:21:47,421 INFO [http-nio-8090-exec-5 
[impl.admin.actions.MarkAllLogsAction] execute
Reproduce directory sync issue
2021-01-04 13:25:23,901 ERROR [test error] [atlassian.confluence.test] This 
is a sample error java.lang.RuntimeException: Unable to find sample error 
for testuser 

Raise a support request with an app vendor

If your problem is related to a third party app, you'll need to:

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

You can read more about Atlassian support for apps.

Raise a support request with Atlassian 

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

  • from within Confluence: go to Administration  > 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 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 Administration  > 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 Feb 21, 2023

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