Warning Message when uploading to confluence

[IT Support]

Hi Support Team, 

We are experiencing an issue with uploading files to thee follow folder path in confluence. 

C:\Program Files\Atlassian\Application Data\Confluence\attachments

The user has a permission to write to that folder but after uploading there is a  message that shows up "this server is not responding. Please check that it is running "and we never use to receive this message. 

Please how can we resolve this warning messge ? 

Please check screenshot attached. 

[Shannon S]

Hi there,

Can you let us know what error messages occur in the logs at the time of the error? This will help us to determine the issue.

Regards,

Shannon

[IT Support]

Hi Shannon, 

After checking the folder path for the logs I could see some log files. Could you please advise which file should I upload ? 

 

If otherwise, please let me know which location to check for the log

Regards,

Jimi

[Shannon S]

Jimi,

You won't be able to upload a log file, but the atlassian-confluence.log file will be the most recent.

See Working with Confluence logs for more information.

Basically, you can tail the logs, trigger the error, and then copy the text and paste it here to show us which error is occurring.

Let me know if you have any trouble.

Shannon

[IT Support]

Hi Shannon, 

After looking through the log, I was able to get some information that will be helpful:

at org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:684)
at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.doRun(NioEndpoint.java:1524)
at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.run(NioEndpoint.java:1480)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
at java.lang.Thread.run(Thread.java:745)
2018-04-26 08:01:56,417 WARN [http-nio-80-exec-579] [com.opensymphony.xwork.DefaultActionInvocation] executeResult No result defined for action com.atlassian.confluence.extra.flyingpdf.ExportPageAsPdfAction and result pagenotpermitted
-- url: /spaces/flyingpdf/pdfpageexport.action | traceId: 4d3ec7057dba91e4 | userName: anonymous
2018-04-26 08:02:10,869 WARN [http-nio-80-exec-602] [plugins.mobile.webresource.DisplaySwitchToMobileCondition] addToUrl No servlet request retrieved so defaulting to not serving 'switch to mobile' resources
-- url: /category/cat4 | traceId: 884a4c4e075aedcd | userName: anonymous
2018-04-26 08:08:42,903 ERROR [http-nio-80-exec-585] [confluence.servlet.download.ExportDownload] getStreamForDownload Unauthorized attempt to access resource by null. For more detail turn on INFO level logging for package : com.atlassian.confluence.servlet.download 
-- url: /download/temp/pdfexport-20171025-251017-0601-18109/CG-AddGTAGs-251017-0601-18110.pdf | traceId: c7be5779619d789c | userName: anonymous
2018-04-26 08:08:42,906 INFO [http-nio-80-exec-585] [confluence.servlet.download.ExportDownload] getStreamForDownload More detail for unauthorized attempt to access resource: 
-- url: /download/temp/pdfexport-20171025-251017-0601-18109/CG-AddGTAGs-251017-0601-18110.pdf | traceId: c7be5779619d789c | userName: anonymous
com.atlassian.confluence.importexport.resource.UnauthorizedDownloadResourceException
at com.atlassian.confluence.importexport.resource.ExportDownloadResourceManager.getResourceReader(ExportDownloadResourceManager.java:62)
at com.atlassian.confluence.importexport.resource.DelegatorDownloadResourceManager.getResourceReader(DelegatorDownloadResourceManager.java:33)
at com.atlassian.confluence.servlet.download.ExportDownload.getStreamForDownload(ExportDownload.java:41)
at com.atlassian.confluence.servlet.download.ServeAfterTransactionDownload$StreamResultCallback.doInTransaction

at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.run(NioEndpoint.java:1480)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
at java.lang.Thread.run(Thread.java:745)
2018-04-26 08:14:35,699 WARN [http-nio-80-exec-603] [confluence.web.rest.SynchronousExportResource] doInTransaction No user is logged in. There may be export errors.
-- url: /rest/scroll-pdf/1.0/sync-export | traceId: 13a9003760d3efec | userName: anonymous

Please advise why we are getting the warning message.

Regards,

Jimi

[IT Support]

Hi Shannon, 

Could you please respond to my message ?

Regards,

Jimi

[AnnWorley]

Hi Jimi,

Shannon is not around at the moment but I happened to see your message and did not want you to be left hanging.

The errors you posted seem to be from a PDF export that failed because the user was not logged in:

2018-04-26 08:01:56,417 WARN [http-nio-80-exec-579] [com.opensymphony.xwork.DefaultActionInvocation] executeResult No result defined for action com.atlassian.confluence.extra.flyingpdf.ExportPageAsPdfAction and result pagenotpermitted
-- url: /spaces/flyingpdf/pdfpageexport.action | traceId: 4d3ec7057dba91e4 | userName: anonymous

2018-04-26 08:14:35,699 WARN [http-nio-80-exec-603] [confluence.web.rest.SynchronousExportResource] doInTransaction No user is logged in. There may be export errors.
-- url: /rest/scroll-pdf/1.0/sync-export | traceId: 13a9003760d3efec | userName: anonymous

Please reproduce the uploading issue and then capture the latest entries from the log: <confluence_home>/logs/atlassian-confluence.log
Note - The <confluence_home> directory is the path defined in the following file: <confluence_install>/confluence/WEB-INF/classes/confluence-init.properties

I look forward to hearing what you find related to uploading attachments. One way to search for relevant errors is to search the log for the user name of the account that is logged in when the upload fails.

Thanks,

Ann

[IT Support]

Hi Ann and Shannon,

I have tried again to upload the same file to Confluence starting at 8:32 this morning.

The upload progress bar went through a full circle three times today and then just stopped at 100%, but when a file is uploaded successfully there is a tick and the file is available for linking. In this case there is no change, just the 100% on the progress bar.

 

 I have waited 8 minutes so far, no change.

Below message is the captured log at that particular time:

[IT Support]

Unfortunately I could not paste the log report in your atlassian community.

I have sent it via email to Atlassian Community <community-do-not-reply@em.atlassian.com>

[Shannon S]

Hi there,

As it is a do-not-reply address, that won't go anywhere and thus we won't be able to read it.

Pasting does work here but sometimes the spam filter can block it. If that's the case with you please use something like Pastebin or an alternative, and share the link with us so we can see your logs.

Thank you!

Shannon

[IT Support]

Hi Shannon, 

I was left with no known option than to send it to the email I knew. It will be good to let your customers know that your support portal does not support log files report.

However, we have taken the effort to upload the captured log to one drive storage service. 

Please find below link and kindly get back to us asap:

https://1drv.ms/t/s!AjFFBRpvcYi7gXs7Ug1AFAO0UNOD

Also refer to our recently sent message in order to have a clarity  of what we are facing with confluence and time of event the issue took place. 

Regards,

Jimi 

[Shannon S]

Hi Jimi,

Thank you for your feedback. We appended the do-not-reply part to the email address as this informs users that it is not possible to reply to the email address. Thank you for your understanding!

The logs you've sent are the same errors that Ann was referring to where it appears someone was trying to download an export while not logged in. I don't see anything that pertains to uploading a PDF. Therefore, something is likely missing from what you sent.

For this reason, I have created you a support ticket so we can get a copy of your full logs and see what's going on.

Someone will be reaching out to you soon in order to obtain that information. Thank you for your patience!

Regards,

Shannon

[IT Support]

Hi Shannon, 

It is almost a week now and no one is in touch and no update about this issue. 

Atlassian's customer service is not good enough.

Jimi

[AnnWorley]

Hi Jimi,

You should have an email from a support engineer via our support portal from 

02/May/18 11:42 PM, from when Shannon created the ticket. The engineer has asked for a support zip and provided instructions for attaching it.

Please check the email address used to create this post as that is the one we used for the support request. Please let us know on this thread if you can't find the notification.

Thanks,

Ann

[IT Support]

Hi Ann, 

There was no engineer in contact on the specified date and time. 

I scanned through the email address used to create this post and no such contact from an engineer only the last message I received from Shannon 02/May/18 9:20 PM Australian Time. 

Moreover, if there was a contact from an engineer then there should be an update on the Atlassian portal.

Can you please get the engineer to contact me via email ? 

Regards,

Jimi

[AnnWorley]

I just sent you a test email - please reply to it if you got it and of course, reply here if not. (Testing because if I cannot email you, neither can the support engineer.)

[IT Support]

Hi Ann, 

I received the email and I did reply, can I upload the log file to that account ? If no

please let me know what's next. 

[AnnWorley]

I replied to your email with next steps. We should get this sorted shortly.

[IT Support]

I have sent the support zip to Lei as requested. thanks