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Contact Refined support if you experience any issues.

After you filed a ticket, we may ask you to provide additional troubleshooting information:

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titleBrowser log

Browser log

The console log tells us whether there are any errors when the page is being rendered. The network log shows us the requests that are sent between the server and the browser.

  1. Go the page where the issue occurs.

  2. Right-click the page > choose Inspect element. The inspect area may open in different positions or in a separate window, based on your browser and settings.

  3. Go to the Console tab and the Network tab to look for errors, which are usually marked in red or purple. If available, click the triangle icon (console) or log (network) for more information about the error.

Info

If the console log or network log is empty, reload the page.

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titleBrowser cache

Browser cache

If you can’t see the recent edit you’ve made in Refined, it might be because the browser has cached the content. Force the browser to clear the cache and to download the most recent version of the page and its styles:

Browser

Keyboard shortcut

Chrome

On Mac: cmd + shift + R

On Windows: ctrl + F5

Safari

cmd + alt + E, followed by cmd + R

Edge

ctrl + F5

Firefox

Follow these instructions.

(SEN)
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titleService App Entitlement Number

App Entitlement Number

All customers who have installed an app from Refined have a Service an App Entitlement Number (SEN). If you are a Jira/Confluence adminadministrator, you can find each app’s SEN entitlement number under Manage apps > Refined. If you are the billing contact of the license, you can locate the SEN number on my.atlassian.com.

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titleUninstall and re-install

Uninstall and re-install

All sites and configuration stay intact when you uninstall and re-install Refined.

  1. As Confluence admin, navigate to Manage Apps > Refined for Confluence Cloud or Refined for Jira Service Management Cloud, depending on which app you want to uninstall.

  2. If uninstall is greyed out, click unsubscribe.

  3. After this, click on uninstall to uninstall the app.

  4. Navigate to Find Apps, and search for the Refined for Confluence Cloud or Refined for Jira Service Management Cloud app.

  5. Click on Try it Free to reinstall the app.

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titleGenerate a .HAR file

Generate a .HAR file

HAR files contain sensitive information. We use Securely, a Marketplace app to remove sensitive information from HAR files. You can also edit the HAR file in a text editor to remove any lines or sections containing sensitive information.

We use Chrome in the instructions below, but the process is nearly identical in other browsers.

  1. Right-click anywhere on your browser page, and click Inspect. A panel will appear.

  2. Go to the Network tab, and don’t close the panel.

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  3. With the panel open, recreate the issue you're experiencing within your Refined Site or Administration. The Network panel will record all the communication between your browser and our app. If the issue involves opening more than one page, please enable Preserve log just below the Network tab.

  4. Once everything is loaded, click the Export button.

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  5. Compress (zip) the file:

    1. On Windows: Right-click the file > select Send to > Compressed (zipped) folder.

    2. On Mac: Right-click the file > Select Compress “(file name)”.

  6. Share the compressed file with us in your ticket.