The editor keeps loading upon trying to edit a page

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Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.

   

Summary

When attempting to edit a page in Confluence, instead of rendering its content in the edit mode, a spinning icon will be displayed. A few seconds later, a message stating that it is taking longer than usual to load this page will be displayed:


It's taking longer than usual to load this page. This page will automatically reload.

Diagnosis

  • It only happens with pages using the legacy editor.
  • It might not impact all users if different networks (and network tools, such as VPNs) are being used.
  • Generate and analyze a HAR file, focusing on any errors pointing to wikidocs.services.atlassian.com (I.E. 409, 0).

Cause

The network, proxy, or any sort of network security configuration is blocking a microservice (Synchrony) responsible for the editing of legacy editor pages. During the analysis of the HAR file, some messages like the following can be found:

{
  "type": "unauthorized-access",
  "message": "Not authorized to access this resource"
}
net::ERR_CONNECTION_TIMED_OUT 
0 Missing status code HTTP


Solution

Check if there is any sort of network or proxy security configuration blocking this specific URL. A good approach can be also to make sure that the IP addresses and domains for Atlassian cloud products are whitelisted, which should include URLs like the impacted one:

*.atl-paas.net
*.atlassian.com
*.atlassian.net
*.jira.com
*.cookielaw.org
*.segment.io
*.optimizely.com
*.cloudfront.net
*.amazonaws.com
*.slack-edge.com (if uses slack integration)
*.sentry-cdn.com
*.pndsn.com
*.bitbucket.org
*.wp.com
ajax.googleapis.com
cdnjs.cloudflare.co 
Last modified on Sep 2, 2021

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