Can't Access Confluence
Asked by Mohammad Hashem:

I was using Jira and confluence on separate servers and Confluence was using Jira to authenticate users and Jira is using Active directory. Jira license expired and I have paid for 10 confluence users license but after installing the license I am not able anymore to access confluence.


Answers:
author: AhmadDanial
body: Hi, Hashem.

Hope you are doing well. An purchased but expired license should not block users from logging in by default. So, allow me to clarify on a couple of things:

* You mentioned that JIRA license has expired. Is it still using the expired license now?
* Did the Confluence license expired too, which explains the reason why you purchased it?
* Which license did you install specifically? JIRA or Confluence?
* What error are you getting from the UI when you tried to access Confluence?
* Did you take a look at the atlassian-confluence.log to see if there are any errors logged when you attempted to log in?
* Do you happen to use an evaluation license which has expired for any of the products?

Looking forward to hear from you soon.

comments: author: Mohammad Hashem
body: Hello Ahmad,

this is the error found:

```
javax.servlet.error.status_code: 500
javax.servlet.error.message:
javax.servlet.error.servlet_name: noop
javax.servlet.error.request_uri: /s/a740709f1095cfcea3b508100006e38b-CDN/en_GB/7111/a907385b66baaca023118cdaeb4d4b0e6dac0f88/4b394a00c8b4fd1f75e131a0844144e4/_/download/contextbatch/js/com.atlassian.confluence.extra.team-calendars.resources-batch,-_super,-atl.general,-dashboard/batch.js
javax.servlet.error.exception: java.lang.RuntimeException: org.apache.catalina.connector.ClientAbortException: java.io.IOException: Broken pipe
customContactMessage = Please enter information about your request for the site administrators. If you are reporting an error please be sure you include information on what you were doing and the time the problem occurred.
customContactMessage = Please enter information about your request for the site administrators. If you are reporting an error please be sure you include information on what you were doing and the time the problem occurred.
com.atlassian.bonnie.search.extractor.ExtractorException: Error reading content of Word binary document: org.apache.xmlbeans.XmlException: error: The document is not a document@http://schemas.openxmlformats.org/wordprocessingml/2006/main: document element mismatch got themeManager@http://schemas.openxmlformats.org/drawingml/2006/main
Caused by: org.apache.poi.POIXMLException: org.apache.xmlbeans.XmlException: error: The document is not a document@http://schemas.openxmlformats.org/wordprocessingml/2006/main: document element mismatch got themeManager@http://schemas.openxmlformats.org/drawingml/2006/main
Caused by: org.apache.xmlbeans.XmlException: error: The document is not a document@http://schemas.openxmlformats.org/wordprocessingml/2006/main: document element mismatch got themeManager@http://schemas.openxmlformats.org/drawingml/2006/main
com.atlassian.bonnie.search.extractor.ExtractorException: Error reading content of Word binary document: org.apache.xmlbeans.XmlException: error: The document is not a document@http://schemas.openxmlformats.org/wordprocessingml/2006/main: document element mismatch got themeManager@http://schemas.openxmlformats.org/drawingml/2006/main
Caused by: org.apache.poi.POIXMLException: org.apache.xmlbeans.XmlException: error: The document is not a document@http://schemas.openxmlformats.org/wordprocessingml/2006/main: document element mismatch got themeManager@http://schemas.openxmlformats.org/drawingml/2006/main
Caused by: org.apache.xmlbeans.XmlException: error: The document is not a document@http://schemas.openxmlformats.org/wordprocessingml/2006/main: document element mismatch got themeManager@http://schemas.openxmlformats.org/drawingml/2006/main
customContactMessage = Please enter information about your request for the site administrators. If you are reporting an error please be sure you include information on what you were doing and the time the problem occurred??
```


author: AhmadDanial
body: Hello, Hashem.

Thank you for sharing the stack trace. While it does not point out to any authentication error, can you provide me the answers to the questions I asked earlier?

* You mentioned that JIRA license has expired. Is it still using the expired license now?
* Did the Confluence license expired too, which explains the reason why you purchased it?
* Which license did you install specifically? JIRA or Confluence?
* What error are you getting from the UI when you tried to access Confluence?
* Do you happen to use an evaluation license which has expired for any of the products?

Keep me posted. Thanks.


author: Mohammad Hashem
body: * You mentioned that JIRA license has expired. Is it still using the expired license now? Yes because I license page is not accessible anymore to renew the evaluation license
* Did the Confluence license expired too, which explains the reason why you purchased it?The confluence license is valid for 1 year.
* Which license did you install specifically? JIRA or Confluence? Jira trial, Confluence commercial
* What error are you getting from the UI when you tried to access Confluence? error in authentication
* Do you happen to use an evaluation license which has expired for any of the products? Yes because Jira license is not being renewed due to blockage in license and version page.


author: AhmadDanial
body: Hi, Mohammad.

Thank you for the explanation. Since you mentioned that JIRA is currently running on expired evaluation license, that is a key factor to the issue that we are seeing here since Confluence is using JIRA for authentication. Let us focus on that for now.

Can you provide me with the screen shot of the http://\<fqdn\>/plugins/servlet/applications/versions-licenses page since you mentioned that you have a blockage in license and version page? May I know if you have any issues accessing the my.atlassian.com page to generate a new evaluation license?

Lastly, I would like to know if you have any plans on purchasing a full license for JIRA as well. Thanks!


author: Mohammad Hashem
body: The above URL is giving white page.

500

Sorry, we had some technical problems during your last operation. {#toc-hId-1845166093}
---------------------------------------------------------------------------------------

Currently I Have get only confluence and I want to continue my trial of Jira.


author: AhmadDanial
body: Hi, Hashem.

Understood. While you should be able to generate a new JIRA evaluation license in your my.atlassian.com which should look something like this:

![Screen Shot 2018-10-04 at 08.57.43.png](https://community.atlassian.com/t5/image/serverpage/image-id/34038i69C8FB7D6574478C/image-dimensions/430x602?v=v2 "Screen Shot 2018-10-04 at 08.57.43.png")

As well as updating the license manually from the database (no recommended) - [How to Get and Update JIRA License String from the Database](https://confluence.atlassian.com/jirakb/how-to-get-and-update-jira-license-string-from-the-database-441746313.html), I would be interested to investigate more on the error you are seeing on the license page.

Can you please provide the log entry in *atlassian-jira.log* (if any) as well as the HAR file via [Generating HAR files and analyzing web requests](https://confluence.atlassian.com/kb/generating-har-files-and-analyzing-web-requests-720420612.html) when you reproduce the issue? That will give us more insight on the issue here.


Tags: confluence-server

server