Cannot save a page with @user mentioned
Asked by Miro:

Hi everyone

As soon as there is a confluence-user mentioned in the page other than myself, I cannot save the page. When I try to save it, an unspecified error occurs. So I have no idea if there is a problem with the formatting, with user rights or if it is something totally different.

Has anyone experienced similar issues? Does anyone know what do do?


Answers:
author: Shannon S
body: Hi Miro,

Can you show us what occurs in the Atlassian Confluence logs when you try to save?

Kind Regards,  
Shannon

comments: author: Miro
body: Hi Shannon

I cannot exactly see what happens in the log when I try to save, because the times do not match. Here is the last part of the actual log:

```
","fetchStart":"5","navigationType":"0","domContentLoadedEventEnd":"974","serverDuration":"112","key":"confluence.page.view","domLoading":"353","rack":"","isInitial":"true","responseStart":"337","userAgent":" 5.0 Mac OS X 10_12_6) 537.36 Chrome/61.0.3163.100 Safari/537.36","domInteractive":"810","domComplete":"1064","domainLookupStart":"5","isBigPipeEnabled":"false","readyForUser":"968","connectStart":"5","loadEventStart":"1064","manifestoHash":"","loadEventEnd":"1078"}|1507721097478|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:25:00,605|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|-||confluence.index.indexDocumentBuild|{"durationMillis":4,"attachmentType":"","documentClass":" ","searchResultType":"CHANGE"}|1507721100605|SEN-10122948||index||
1.6|2017-10-11 11:25:00,609|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|-||confluence.index.indexDocumentBuild|{"durationMillis":2,"attachmentType":"","documentClass":" ","searchResultType":"CHANGE"}|1507721100609|SEN-10122948||index||
1.6|2017-10-11 11:25:00,612|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|-||confluence.index.indexDocumentBuild|{"durationMillis":2,"attachmentType":"","documentClass":" ","searchResultType":"CONTENT"}|1507721100612|SEN-10122948||index||
1.6|2017-10-11 11:26:14,722|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|5e81485a0b4945a2d69831b49721a223|1789673087|mywork.notificationcreated|{"application":"com.atlassian.mywork.providers.jira","globalId":"appId=8416bc7c-e537-33b4-8163-e61ad442331b&entity=issue&id=78721","action":"comment","notificationId":354,"entity":"issue","status":"DONE","username":"5e81485a0b4945a2d69831b49721a223"}|1507721174722|SEN-10122948|f348a5766646956c7c1be9ac568998b9|mywork.notification||
1.6|2017-10-11 11:26:14,726|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|94dfa9e75a82be8f74d66a727089777d||UserActivity|{"application":"confluence","emailHash":"$2b$11$wgr1TJNVKwiK/dQBd3HKm.7CQytTRMjVSfHYacXB.Uw/jGXA548wO"}|1507721174726|SEN-10122948||analytics.api||
1.6|2017-10-11 11:26:14,726|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|5e81485a0b4945a2d69831b49721a223||logout|{"explicitLogout":false,"username":"5e81485a0b4945a2d69831b49721a223"}|1507721174726|SEN-10122948||security||
1.6|2017-10-11 11:26:14,746|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|677ba0b35c5ddd5c6f1494a658385790|2055385046|mywork.notificationcreated|{"application":"com.atlassian.mywork.providers.jira","globalId":"appId=8416bc7c-e537-33b4-8163-e61ad442331b&entity=issue&id=78721","action":"comment","notificationId":355,"entity":"issue","status":"DONE","username":"677ba0b35c5ddd5c6f1494a658385790"}|1507721174746|SEN-10122948|f348a5766646956c7c1be9ac568998b9|mywork.notification||
1.6|2017-10-11 11:26:14,748|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|94dfa9e75a82be8f74d66a727089777d||UserActivity|{"application":"confluence","emailHash":"$2b$11$wgr1TJNVKwiK/dQBd3HKm.H9NBvNpklZNVihZFI44uGMAAlicNFfi"}|1507721174748|SEN-10122948||analytics.api||
1.6|2017-10-11 11:26:14,749|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|677ba0b35c5ddd5c6f1494a658385790||logout|{"explicitLogout":false,"username":"677ba0b35c5ddd5c6f1494a658385790"}|1507721174749|SEN-10122948||security||
1.6|2017-10-11 11:28:36,744|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0||confluence.decorator.metrics|{"decorator.message.elapsedMillis":2,"decorator.message.invocationCount":1,"decorator.form-aui.elapsedMillis":2,"decorator.sudo.invocationCount":1,"decorator.sudo.elapsedMillis":34,"decoratorNames":"form-aui message","decorator.form-aui.invocationCount":1}|1507721316744|SEN-10122948||impl.profiling||
1.6|2017-10-11 11:28:36,745|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|-||confluence.http.request.stats|{"requestUserTime":31,"reqTime":49,"timingEventKeys":" ","url":"authenticate.action","requestGCDuration":0,"dbReqFinishTimes":"","reqStartTime":1507721316695,"requestCorrelationId":" ","requestCpuTime":47,"requestGCCount":0,"dbReqTimesInMicros":"","timingEventMillis":"13,25,44,47,49"}|1507721316745|SEN-10122948||analytics||
1.6|2017-10-11 11:28:37,201|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|beforecountnewnotifications|{"username":"10d7e8b9a86870bf95164254cffd9fd0"}|1507721317201|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|mywork.host||
1.6|2017-10-11 11:28:37,689|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|confluence.viewpage.src.empty|{}|1507721317188|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:28:40,482|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|userauthenticated|{"directoryId":98305,"applicationId":65537}|1507721320482|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|crowd.user||
1.6|2017-10-11 11:28:40,605|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|confluence.search.v2QueryExecution|{"limit":10,"durationMillis":3,"startOffset":0,"totalHits":63}|1507721320605|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|search||
1.6|2017-10-11 11:28:40,633|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0||confluence.decorator.metrics|{"decorator.atl.admin.elapsedMillis":60,"decorator.atl.admin.invocationCount":1,"decoratorNames":" admin"}|1507721320633|SEN-10122948||impl.profiling||
1.6|2017-10-11 11:28:40,634|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|-||confluence.http.request.stats|{"requestUserTime":93,"reqTime":88,"timingEventKeys":" ","url":"plugins.servlet %","requestGCDuration":0,"dbReqFinishTimes":"","reqStartTime":1507721320544,"requestCorrelationId":" ","requestCpuTime":94,"requestGCCount":0,"dbReqTimesInMicros":"","timingEventMillis":"26,35,52,54,77,86,88"}|1507721320634|SEN-10122948||analytics||
1.6|2017-10-11 11:28:41,350|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|stp.log.analyzer.ran|{"duration":0,"scanId":"e486ee0f-a6eb-4a1d-bbbb-e2fea088500f","resultSize":0}|1507721321350|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|support.tools||
1.6|2017-10-11 11:28:41,637|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|confluence.viewpage.src.empty|{}|1507721321137|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:28:46,705|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|healthchecks.check.license.pass.done|{"severity":0,"failureReason":" 09 Aug 2018 Support ","isHealthy":true}|1507721323732|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:28:46,706|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|healthchecks.check.eol.pass.done|{"severity":0,"failureReason":"Confluence Version 6.3 Version 632 ","isHealthy":true}|1507721323732|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:28:46,706|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|healthchecks.check.tomcat.pass.done|{"severity":0,"failureReason":" Confluence Apache Tomcat/8.0.43, ","isHealthy":true}|1507721323733|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:28:46,707|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|healthchecks.check.hsql.pass.done|{"severity":0,"failureReason":" HSQL- H2 ","isHealthy":true}|1507721323734|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:28:46,707|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|healthchecks.check.jdk.pass.done|{"severity":0,"failureReason":" Java-Version 1.8.0 Java SE Runtime Environment ","isHealthy":true}|1507721323735|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:28:46,707|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|healthchecks.check.lucene.pass.done|{"severity":0,"failureReason":"","isHealthy":true}|1507721323735|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:28:46,708|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|healthchecks.check.internalAdmin.pass.done|{"severity":0,"failureReason":"Confluence Administrator","isHealthy":true}|1507721323736|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:28:46,708|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|healthchecks.check.collabEditingMode.pass.done|{"severity":0,"failureReason":" Team k ","isHealthy":true}|1507721323736|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:28:46,708|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|healthchecks.check.networkMount.pass.done|{"severity":0,"failureReason":" Lucene \"C: Files\\Atlassian\\Application Data\\Confluence .","isHealthy":true}|1507721323736|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:28:51,778|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|stp.log.analyzer.clicked|{}|1507721328046|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:30:06,477|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|confluence.page.reading|{"pageID":"3080220"}|1507721399275|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:30:29,404|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|stp.log.analyzer.done|{"duration":108,"scanId":"e486ee0f-a6eb-4a1d-bbbb-e2fea088500f","resultSize":2}|1507721429404|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|support.tools||
1.6|2017-10-11 11:30:31,058|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|stp.log.analyzer.display|{"urgency":"ERROR","scanId":"e486ee0f-a6eb-4a1d-bbbb-e2fea088500f","docId":"CONF-KB-777004078","count":58,"project":"-","time":"Tue Oct 10 14:00:19 2017","type":"kb"}|1507721429558|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:30:31,059|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|stp.log.analyzer.display|{"urgency":"RESTART","scanId":"e486ee0f-a6eb-4a1d-bbbb-e2fea088500f","docId":"application-restart","count":1,"project":"-","time":"Tue Oct 10 11:16:14 2017","type":"application-restart"}|1507721429559|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:32:22,040|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|stp.log.analyzer.result.clicked|{"scanId":"e486ee0f-a6eb-4a1d-bbbb-e2fea088500f","project":"-","matchCount":58,"source":"CACKB","pageId":"777004078"}|1507721536099|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:33:43,997|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|stp.get.help.clicked|{}|1507721620883|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:33:49,063|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|stp.create.support.zip.clicked|{}|1507721625413|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:33:49,066|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|stp.instance.health.clicked|{}|1507721628433|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
1.6|2017-10-11 11:33:54,135|44f899a5fb7de29fdbe430437003a458|confluence|6.3.2|10d7e8b9a86870bf95164254cffd9fd0|85783132|stp.log.analyzer.clicked|{}|1507721630252|SEN-10122948|03378bd77389cc3537b7ff244eb4ee50|browser||
```

I also ran the log-analyser with the result, that we seem to get a lot of HeartbeatAction errors. Could that be the reason?


author: Miro
body: Can anybody help?


author: Shannon S
body: Miro - Apologies, there was an issue with our email notifications.

Those errors don't look like the usual ones, and the heartbeat is normal, so I'd like to make a ticket for you in our support system.

I'll be emailing you shortly to get more details.

Thank you!

Kind Regards,  
Shannon


author: bede
body: We recently ran into the same problem, since latest update from v 5.6.x to v6.3.4

our user directory is managed by a linked JIRA server, which is in turn connected to ActiveDirectory

Any news on this topic?


author: Miro
body: Hi Ben

The Atlassian Support got a dump of our database but they couldn't find en error. At the time everything works as it should but we actually never understood the problem.

I know that doesn't help so I suggest contacting Atlassian on this mather. I hope they can help you.

Best Regards

Miro