Troubleshooting Problems & Requesting Technical Support

This document covers troubleshooting problems and obtaining technical support. For related information, check out:

• General Support Enquiries
• [Feature Requests]

Troubleshooting Problems

If you have a problem with Confluence, please follow these steps:

1. If you are not a Confluence administrator, report your problem to the person in charge of your Confluence and ask them to follow up on the issue.
2. Check that your problem is not solved in Frequently Asked Questions
3. If you cannot get a feature configured, you should check out any appropriate guides:
   • Confluence Setup Guide
   • Confluence 2.7 Administrators Guide
   • Configuration Guide
   • Database Troubleshooting
4. If your issue is related to your database or application server, check out Confluence Configuration Tips.

If the issue cannot be resolved by referring to the above documentation, you should create a support request. If you believe you are experiencing a bug, you may wish to create a bug report instead. Instructions for both are shown below.

Support Requests

To request support for Confluence follow the steps below.

If you have a plugin-related issue, please check whether the plugin is [supported by Atlassian]. Visit the plugin's home page in the [Extension space], and check for the 'Atlassian Supported' logo. If the plugin is not supported by Atlassian, you will need to contact the author directly.

To create a support ticket:

1. Create a free support account if you haven't used our support before
2. Create a zip of your Confluence logs to attach to the ticket. If you are using Confluence Standalone, go to the install directory and zip /logs.
3. If appropriate, check out Requesting External User Management Support or Requesting Performance Support.
4. If you do not already have a free Atlassian support account, create one here.
5. Log in to https://support.atlassian.com and select "Create New Issue".
6. Lodge a detailed description of your problem in a new support ticket.
7. Fill in all applicable information about your system, such as application server, database etc.
8. If Confluence is running, go to the Confluence Administration -> System Information screen and copy your system information text into the ticket.
9. Once your ticket is lodged, wait to be notified by email of updates. If your production instance of Confluence is experiencing a critical problem, jump on Live Support and ask to have your issue reviewed immediately.

Bug Reports

If you have found a bug, the easiest way to report it is to:

• Create numbered instructions on how to reproduce the bug.
• Log them as a support request.

Support will confirm your bug and lodge a bug report. Alternatively, you can log a bug report directly by confirming it according to these instructions:

STEP 1. Check Bug is Undiscovered

1. Visit the Confluence bug tracker.
2. On the left under Text Search, type keywords for your problem into the Query field.
3. Click View and browse the summaries of the unresolved bugs. If any summary appears to describe your problem, check that the bug is not a match. If it is the same, you may wish to set a watch to be notified of updates or apply your vote towards having it resolved. If the problem does not already appear to have been logged, the next step is to confirm that the problem is a bug.

STEP 2. Confirm the Bug

If any of the descriptions below match your problem, click to view the appropriate instructions for confirming it. If the problem does not fall under any category, follow the general bug confirmation instead.

Bug Affects Page Rendering or Content

Bug Prevents Confluence from Starting

Bug in External User Management

General Bug Confirmation