Live Search Macro Not Working for Single User

[Bridget Caci]

Hello!

I have a rather strange issue with a single user in my Confluence Cloud instance.

I have a single user who receives an error message whenever they attempt to search using the Live Search macro added to a space's homepage.  I am an org admin and have not been able to recreate the issue.  This error occurs:

• only for this user
• only for this space
• only when they use Microsoft Edge as their browser

I have confirmed:

• this user has the same space permissions as the rest of their team
• no one else on their team receives this error
• no one else with access to the space in question receives this error
• this error does not occur when they use a Live Search macro on any other space they have access to
• they do not have any errors when using the search bar at the top of the screen
• they do not have any errors when using the search bar above the page tree on the left side of the screen
• they do not have this error when they access the space in question with Google Chrome

Troubleshooting attempted:

• cleared browser cache
• logged out/logged back in
• ensured OS and browser are up to date
• rebooted computer
• accessed space through alternative links
• ensured all open browsers listed in Task Manager were closed, then relaunched

This is a new issue for this user.  The Live Search macro was working correctly for them in this space up until July 9, 2025.

Have you come across this before?  Do you have any recommendations for troubleshooting?  I don't know what my next steps should be.

Thanks for any help you can provide!

[Thiago P _Atlassian Support_]

Hey there Bridget,

Sounds like you covered a lot of ground already!

One possible cause I can think of would be browser extensions, so we can try and disable everything and see if it starts working again.

Being an Org Admin, you could also try and Impersonate the affected user:

• if you can't reproduce the issue using their account, it's extremely likely the issue is in their workstation
• if you can reproduce the issue, then their account may need to be reviewed by someone from Support

Either way, make sure to open a ticket with Support and we'll be glad to assist!

[Bridget Caci]

Hi @Thiago P _Atlassian Support_ 

Can you point me to where I can find a procedure for impersonating a user?  This is a new step for me.  Are there any tips/tricks/things-to-be-mindful-of when impersonating a user?  I don't want to chance making any negative changes for my user.

Thanks!

[Thiago P _Atlassian Support_]

Hi @Bridget Caci , excellent question!

You should only access contents that are strictly necessary for investigating technical issues and avoid unrelated contents. Once you're done with the troubleshooting steps, make sure to switch back to your account.

Also, explain what you're doing and get explicit consent from the affected user before Impersonating so that they're aware, and give them a courtesy update once you're finished.

Here is the Doc that explains how to Impersonate a user: Log in as another user

In short: go to the affected user's profile in Atlassian Administration and click the 'Log in as user' button.

Hope this helps!

[Bridget Caci]

Hi @Thiago P _Atlassian Support_ 

Thanks!  My user gave me permission to log in as them, and I shared my screen so they could see the test as well.  I tested several searches in the Live Search macro on the space in question and I had no errors.  Each search attempt worked as expected.  So this issue most likely points to something specific for this user and for their workstation.

Are you aware of any specific browser extensions or extension types that could have an impact on the Live Search macro?  Is there a known or suspected history of certain extensions interfering in some way?

Really appreciate your help with this!

[Thiago P _Atlassian Support_]

Hey there @Bridget Caci ,

Ok, that pretty much narrows the issue to the user's Edge browser, and possibly one of the extensions.

If you're familiar with Developer Tools (right-click on page > Inspect), you may check the Network tab when performing a search to try and find errors and hint you to the actual root cause.

We don't usually keep track of that as this kind of issue is very sporadic and the list of browser extensions is vast. However, if you find the culprit for this case, feel free to mention it here as it may help others with similar issues.

The easiest way of identifying what's causing the issue is to either disable them one by one (usually there's no need to uninstall) until the search starts working again, or disable everything and start re-enabling them one by one until it breaks.

PS: some companies implement Mobile Device Management (MDM) solutions to prevent users from disabling and/or uninstalling certain apps and extensions - if that's the case, you may need to reach out to an IT Admin to assist with the troubleshooting.

Very curious to know the outcomes of this!

[Bridget Caci]

Hi @Thiago P _Atlassian Support_ 

Just to touch base, I am currently working with my IT dept to see if we can test the plugins since they are locked from changes.

We had a brief moment of excitement - we tested resetting the SSO plugin, then had my user test using the Live Search macro.  It worked for a day, but now it is back to giving the error and resetting the plugin again isn't resolving the error anymore.

Will keep you updated

Thank you!

[Bridget Caci]

Hi @Thiago P _Atlassian Support_ 

We tested wiping their computer and re-setting it back up.  But they still have the error message.  I opened a support ticket with Atlassian.

When we discover the resolution, I will post it here.

Thanks!

[Thiago P _Atlassian Support_]

Hi @Bridget Caci , thank you for opening a ticket with us.

I see that my colleague Jessica is already on it - you're in great hands! =]