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eSupport information relevant across multiple add-ons


Getting support: How to provide information

Please make a screencast to explain the issue

In many cases a quick screencast would explain a lot more about an issue than emails and even screenshots saving a lot of time and helping with a quicker resolution.

After creating a few I've also found it to be a much faster and easier way to communicate man concepts, issues, etc.

Two easy and FREE screencast tools are:

  •  
  • or  

If it makes sense please consider making a quick screencast to include with an issue report.

How to view the 'storage format' for a page

Navigate to the page's "Tools" -> "View storage format

How to extend your trial license for a server add-on

Log into my.atlassian.com , look for the add-on listing and click on "New Evaluation". I believe Atlassian lets you generate two additional trial licenses. After that you can contact Atlassian sales @ https://www.atlassian.com/company/contact  and or email sales@atlassian.com 

How to create a quote for an add-on

More ways you can provide helpful information to solve support issues

Atlassian add-on licensing model

"Atlassian Server" (or behind the firewall / local server) licenses are purchased with support and upgrades for one year. After this customers can renew for 50% of the price for another year of support. Licenses will continue to work for versions of Confluence/JIRA released during the year of support but not after.   So for instance if a license is purchased Jan 1st, 2016 it will work for all versions of Confluence released in 2016 (12 months), but if Confluence 6.1 is released in 2017 add-on licenses and a Confluence license not 'renewed' would no longer work with the newer versions of Confluence released in 2017.


"Atlassian Cloud" licenses are on a monthly subscription basis. 

Confluence 'Server' add-on's

Also called "On Premise"/"Behind the Firewall" installations

Troubleshooting:

Licensing issues: License out of date or other message

Problem:  "License error: Type Mismatch". There is a bug with the Atlassian 'Universal Plugin Manager' version 2.18.1 where it reports a "Type Mismatch" error when company's upgrade to Atlassian's new licensing scheme.

Fix: Upgrade to the latest UPM. Version 2.18.4 fixes this problem.

Problem: You receive an error that looks something like this and includes:  AOP configuration seems to be invalid - PluginLicenseManager.getLicense()

org.springframework.aop.AopInvocationException: AOP configuration seems to be invalid: 
tried calling method [public abstract com.atlassian.upm.api.util.Option com.atlassian.upm.api.license.PluginLicenseManager.getLicense()] 
on target [com.atlassian.upm.license.internal.impl.PluginLicenseManagerImpl@486138cb]; 
nested exception is java.lang.IllegalArgumentException: object is not an instance of declaring class

This is caused by a bug in Atlassian's "Universal Plugin Manager" / UPM somewhere around UPM version: 

Fix: Upgrade to the latest UPM. Fixing THIS problem also likely requires a server restart after upgrading


Problem: "License error: License out of date." There is a bug with the Atlassian 'Universal Plugin Manager' where add-ons will begin to show license errors after their 'Expires date'. This should not happen. Only add-ons with versions released AFTER the license expiration date should report license errors. More gritty details here

Fix:  

Option A) Upgrade the Confluence "add-on license" (such as for the multiexcerpt, copy-page-tree or Send EMail To Page add-ons) to make it current. By definition support has already expired and even though Confluence should not be reporting an error it is.   

Option B) Upgrade Confluence to version 5.7+ whence this bug is fixed in Confluence. Apparently upgrading to the latest UPM will not solve the problem alone. 


Cloud add-on only information

The Atlassian Cloud platform treats add-ons like users. Hence if spaces or pages have permission restrictions keeping an add-on from having read+write access the user will see errors when trying to use or view the add-on. Hence it's best to make sure the add-ons are in a group that always have permission to read (and often write) content to all pages.

Cloud add-on Permission Requirements

Both the currently logged in user and the add-on performing the add-on action (whether it is copying or reading multiexcerpts, etc) need to have read and write permissions for the operation to work.

Place where permissions in Confluence are controlled include:

  • Global Permissions (under Confluence Administration) (grants additional permissions)
  • Space Level Permissions   (grants additional permissions)
  • Page Leve restrictions (restricts permissions at the page level)

Quite often problems are caused for Cloud add-ons when pages have restricted access at the page level. 

You can see all the restricted pages for a space by going to that space admin screen - Restricted Pages

Example of restricted pages list:

A video explaining these in more detail:



If permissions are restricted either at the space level OR the page level such that the relevant "add-on user" (which gets created when you install an add-on) does not have access to read / write then operations will fail.

The current model for Cloud add-ons is a bit brittle in this respect. Hopefully Atlassian will address this at some point.

The "add-on users" are now hidden by default. You must select "system users" to view add-on users as shown:

PLEASE vote for this issue so we can fix this once and for all: https://ecosystem.atlassian.net/browse/AC-1080

The Atlassian Confluence Cloud platform for add-ons is still relatively new. Unfortunately Atlassian does not develop commercial add-ons based on this platform. Though they are working on this issue additional emphasis coming from customers is essential to them giving it the priority it should have.

If still experiencing permission issues please make sure that the "add-on" user is in a group that has "Can Use" permission under Confluence Administration → Global Permissions:



Confluence Cloud add-on troubleshooting and information

502, 504, 200 errors when copying Confluence pages

Users periodically see these errors when copying large numbers of pages and attachments.

These errors actually come from the Confluence Cloud servers directly. Our add-on just shows them to the users. 

We are pursuing fixes including attempting to get answers to the questions found in this issue from Atlassian: 

https://ecosystem.atlassian.net/browse/AC-2055

Please feel free to vote for and watch that issue.

RemoteException: You're not allowed to view that page, or it does not exist.

(question) Getting this:   "Error: The application was unable to serve your request: com.atlassian.confluence.rpc.RemoteException: You're not allowed to view that page, or it does not exist.”

 (tick) This is most likely because the AddOn's user "Copy Page Tree" does not have sufficient permissions for the operation. Please grant permissions for that 'system add-on' user to read/write the page tree both source and destinations.


Please make sure the AddOn has "Use" permissions under Administration --->  Global Permissions as in the screenshot 

AND

the 'add-on' user (in this case with username   addon_com.nurago.confluence.plugins.treecopy ) needs to have read/write access to all the content it is expected to copy both to and from.  If permissions on spaces or pages are restricted then either:

  • add the user with read/write access to the space(s) - or
  • add the user to a group with read/write access to the space(s) - or
  • if there are page restrictions the user must be given 'read'/'write' access in all the page restrictions



Cloud add-on Permission Troubleshooting

If you see something like this:

Error: The application was unable to serve your request: com.atlassian.confluence.rpc.RemoteException: You're not allowed to view that page, or it does not exist.

Then most likely the 'add-on'  user "addon_com.nurago.confluence.plugins.treecopy" either does not have permission to read the content or write the new content.

Solution: Make sure both the currently logged in user and the user "addon_com.nurago.confluence.plugins.treecopy" (Copy Page Tree system add-on user) have permissions to read and write content.  These permissions could be set at the global or space level or the pages might have 'restricted permissions' at the page level. 

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