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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.

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titleService Entitlement Number (SEN)

Service Entitlement Number (SEN)

All customers who have installed an app from Refined have a Service Entitlement Number (SEN).

If you are a Confluence admin, you can find each app’s SEN 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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titleSafe mode

Safe mode

To enter safe-mode in Confluence:

  1. Go to General Configuration > Manage apps.

  2. Click Enter safe mode, located below the list of installed apps.

  3. When Safe Mode is on, enable only the Refined app.

  4. Recreate the issue you were having, and report your findings back to Refined Support. If the issue still occurs, we’ll know it has to do with the Refined app. If it doesn’t occur, it’s likely caused within another app or by a conflict between Refined and another app.

  5. Go to Manage apps > Exit safe mode and restore previous configuration.

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titleConfluence support file

Confluence support file

To generate a support file with information about the Confluence instance setup and application logs:

  1. In Confluence version 7.11 and up, you can prepare for easier troubleshooting by going to General Configuration > Logging and Profiling in the left-hand menu > adding a message to mark the logs.

  2. Go to Confluence and perform the action that is causing the issue. This will populate the logs with information.

  3. Follow these steps to create a Support zip. Click Customise zip and remove all logging except Confluence application logs.

  4. Download the zip file and send it to Refined support.

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titleRefined support file

Refined support file

To generate a Refined support file:

  1. Go to Theme Refined Administration > Configuration tab. 

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  2. Click to generate the In the right-hand list of HELP/TIPS, click Generate support file. This file contains your Refined configuration settings, site home information, and category home information.

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titleRefined Layout Space (rwlayoutkey)

Refined Layout Space (rwlayoutkey)

To store attachments and permissions, Refined uses a special space called Refined Layout Space. Do not remove or edit this space: it is essential for the functioning of Landing pages, Space Layouts and User Dashboards. Under normal circumstances, you don’t need to interact with this space. That’s why it is archived and hidden from the regular places where you’d list spaces.

In most cases, you can reach it via http://yourdomain.com /display/rwlayoutkey

If for whatever reason that key was taken when the space was created, it might live under a different key. In that case, you can find it by:

  1. Navigate to Refined Administration > Layouts.

  2. Under Space Layout, scroll down to Global Space Layout and click the Edit button.

  3. You’re now presented with an information box. Click the link to go to the Refined Layout Space.

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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.