This documentation applies to Confluence versions 2.0.x-2.5.4. The latest Confluence documentation is available via this link.
This document covers troubleshooting problems and obtaining technical support. For related information, check out:
- General Support Enquiries
- [Feature Requests]
If you have a problem with Confluence, follow these steps:
- 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.
- Check that your problem is not solved in Frequently Asked Questions
- If you cannot get a feature configured, you should check out any appropriate guides:
- 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.
To request support for Confluence follow the steps below. If you have a plugin-related issue, visit the [Extension Space] and check that Atlassian is the plugin author. Atlassian does not provide support for third-party plugins, so you will need to contact the author directly.
To create a support ticket:
- Create a zip of your Confluence logs to attach to the ticket. On Standalone, go to the install directory and zip
- If appropriate, check out Requesting External User Management Support or Requesting Performance Support.
- If you do not already have a free Atlassian Support account, create one here.
- Login to http://support.atlassian.com and select "Create New Issue".
- Lodge a detailed description of your problem in a new support ticket.
- Fill out all applicable information your system such as application server, database etc.
- If Confluence is running, go to the Confluence Administration -> System Information screen and copy your system information text into the ticket.
- 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.
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:
1. Check Bug Is Undiscovered
- Visit the Confluence Bug Tracker.
- On the left under Text Search, type keywords for your problem into the Query field.
- 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.
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
If you are having issues with markup or page content not being shown as expected:
1. Create a new page on our Test Space and try to duplicate the issue there.
2. If the problem reoccurs, log the new bug here, paste the Test Space page link along with the process you used to duplicate it. If the issue does not occur, this is may not be a bug and you should log the problem as a Support Request instead.
Bug Prevents Confluence From Starting
Please lodge a Support Request with your configuration and numbered instructions on how to reproduce the issue.
Bug With External User Management
Please lodge a Support Request with your user management configuration and numbered instructions on how to reproduce the bug.
General Bug Confirmation
1. If Confluence will not run, please log the problem as a Support Request instead.
2. Attempt to replicate the bug - download the latest version of Confluence standalone.
3. Install the standalone with the appropriate database and the demonstration site. If possible, try to duplicate on the default setup with the demonstration data.
4. Try to duplicate on the default setup with the demonstration data. If the issue does not occur, you should open a support ticket. If it does, log the new bug here along with the information you used to duplicate it.
5. Once your issue 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.