Draw.io "Error saving file“ after confluence server reboot

[Simon Xu]

Hi 

The Draw.io Confluence Plugin Installed version: 8.3.3 
Confluence Server version: 6.13.0

I have a confluence server hosting in Azure Linux VM and running for 2 years already.  And I reboot it last week due to Azure maintenance. After reboot, I get the error message "Error saving file" when I create a new diagram by the Draw.io plugin. 

The error message is as below:

And I checked the console from both Chrome & Edge, they are returning a 500 ERROR from the backend.

500 ERROR:

But, when I copy an article with a diagram from the old one (the article & diagram has been created before the last reboot).  Draw.io can modify it and save it.

It looks like the server is not able to save new XML files by Draw.io but I checked all-new XML created by draw.io has been saving into confluence server under /data/atlassian/application-data/confluence/attachments/ver003/206/27/1277956/35/43/91293285 

The new file has been created in the server:

So, I am not sure why confluence returns "Error saving file" on Draw.io UI.  Can someone answer it for me? Thanks.

[Alexander Bondarev]

Hi @Simon Xu 

You should raise a request to Atlassian Support - https://support.atlassian.com/contact/#/

Community can't help you in that question, sorry. 

[Brant Schroeder]

@simon xu 

I would suggest submitting a ticket to Draw.io support desk.

https://marketplace.atlassian.com/apps/1210933/draw-io-diagrams-for-confluence?tab=support&hosting=server

I wonder if there is an issue with the application saving the diagram to your draw.io account and not to confluence.

[Simon Xu]

Thanks, I already submit this error to support@draw.io but they said I shall contact Atlassian as this sounds like a support issue for confluence.

[David Benson _draw_io_]

A 500 error is internal server error, that means Confluence did come back up in the same state. drawio makes API calls to Confluence, if they return 500 there is nothing we can do to fix that. You need to contact Atlassian support and they need to assist with the 500 error.

[Brant Schroeder]

@Simon Xu this is a community forum.  Have you submitted an issue to Atlassian yet?  Have you worked with your technical team to make sure it is not a firewall rule that is blocking draw.io?

[simon.xu]

Hi Brant, I have already checked with our network team and made a test without a firewall to access confluence with the same error. 

And I have also submitted the issue to Atlassian support yet. https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-1704662 

[Brant Schroeder]

Hopefully Atlassian support will be able to find the issue in the support export.  Did you see any errors in the logs?

[simon.xu]

Not found any log about this issue although set the log level to diagnostic.