Troubleshooting

Contact Refined support if you experience any issues.

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

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.

Go the page where the issue occurs.
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.
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.

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

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.

App Entitlement Number

All customers who have installed an app from Refined have an App Entitlement Number. If you are a Jira/Confluence administrator, you can find each app’s entitlement number under Manage apps > Refined.

Uninstall and re-install

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

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.
If uninstall is greyed out, click unsubscribe.
After this, click on uninstall to uninstall the app.
Navigate to Find Apps, and search for the Refined for Confluence Cloud or Refined for Jira Service Management Cloud app.
Click on Try it Free to reinstall the app.

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.

Right-click anywhere on your browser page, and click Inspect. A panel will appear.
Go to the Network tab, and don’t close the panel.
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.
Once everything is loaded, click the Export button
Share the downloaded file with us in your ticket.