Users unable to view documents in dosearchsite.action

[smcdonald20]

Hello,

We are having an issue in which users are unable to view documents in the dosearchsite.action in Confluence.  

If logged in as an administrator, the document opens up without issue.    As a user, it just spins trying to show a preview.

If I go directly to the document, it will open up with the native application after downloading with both a user and administrator.

I have ran through the steps in KB below, but this did not fix the issue.

https://confluence.atlassian.com/confkb/attachment-preview-is-not-working-947166389.html

 The Attachment plugins are all enabled.

Is there a specific permission that I need to look or change?   Any advice would be appreciated.

[smcdonald20]

Hello Shannon,

Confluence version is 6.2.0.  

All regular users experience the issue,   all admins do not have the issue.

This does not occur opening attachments directly on pages, only when searching and trying to preview in the dosearchsite.action page.

I have tried to find what happens in the log, but I am not sure which exactly log I need to be looking at.  Can you point me to which log i should be looking in?

[Shannon S]

Hi Stewart,

The name of the log file is atlassian-confluence.log. The documentation I shared with you in my answer tells you how to find that file on your server.

I also wanted to let you know that you will want to upgrade your version of Confluence from 6.2.0 to the latest. A few months ago we had two vulnerabilities discovered. Your instance is susceptible to being compromised if the upgrade does not take place.

For more information, please have a look at Confluence CVEs and common questions. 

In regards to your issue, can you tell me, are the attachments on the pages referring to an attachment on another space, or are they directly attached? 

Regards,

Shannon

[smcdonald20]

Hello Shannon,

Thank you for your help.  The logs show issue is with a plugin Scrolled Sharepoint.

java.lang.SecurityException: User may not view viewports.

https://help.k15t.com/legacy/scroll-viewport/switching-to-viewport-view-74711213.html

[Shannon S]

Hello Stewart,

First I wanted to apologize for the duplicate posts on my end. There was a caching issue and so I wasn't able to see that I had already responded to you.

I believe that you are referring to this 3rd party add-on:

• Scroll Viewport

It seems like it could be a permissions error, but I am not familiar with the add-on itself to confirm. See here for more information:

• Managing Viewports

When you upgrade Confluence, did you also upgrade the add-on?

If so, and you still encounter the issue, you'll want to reach out to the vendor via their Support tab on the above marketplace listing so they can help you to fix the problem.

Regards,

Shannon

[Shannon S]

Hello Stewart,

Thank you for contacting us about this. Happy to help find out what the issue is.

Can you confirm your Confluence version? Are all regular users having the same problem accessing attachments? Does it occur with all documents? In all browsers?

You'll also want to check the Confluence Server Logs when triggering the error. This will help us to understand what is causing this issue.

Regards,

Shannon

[Shannon S]

Hello Stewart,

Thank you for contacting us about this.

1. Can you let me know your Confluence version?
2. Does this occur for all attachment types, such as .doc, .pdf, etc?
3. Do the users have permission to the space and pages where the file is attached?
4. If you're on Confluence Server, were you able to check your Confluence Server Logs for any errors that occur when the preview fails?
5. Does this occur for all users who are not administrators?
6. Does this occur on various browsers or only specific ones?

Regards,

Shannon