Atlassian Companion "Edit With" Icon Never Presents Choices from Confluence Cloud

[Gary W Alvord]

Regardless of the browser, we get the spinning icon after selecting "Edit With".  This is using the cloud version of confluence.  Appears to make no difference using internal or external networks (in the building from the wifi or a public wifi).

I've reset Chrome to disable any add-ons, and checked the File Associations in WIndows 10 to be sure docx was pointed to Word 2016.

In the example below the target file is a docx.

The Spinning Icon never goes away unless another area has been clicked, then it disappears.  The Atlassian Companion has been loaded automatically and manually, and is version 0.1.5.

Companion log: [
{"namespace":"adc:manifest-controller","date":"2019-08-06T13:37:56.294Z","message":["enabling manifest:","file"]},
{"namespace":"adc:manifest-controller","date":"2019-08-06T13:37:56.299Z","message":["disabling manifest:","screen"]},
{"namespace":"adc:manifest-controller","date":"2019-08-06T13:37:56.299Z","message":["enabling manifest:","feedback"]},
{"namespace":"adc:manifest-controller","date":"2019-08-06T13:37:56.299Z","message":["enabling manifest:","license"]},
{"namespace":"squirrel.windows","date":"2019-08-06T13:37:56.342Z","message":["processing argv as squirrel command '--was-opened-at-login'"]},
{"namespace":"adc:browser","date":"2019-08-06T13:37:56.346Z","message":["detected the app was launched at login, delaying start up by 30 seconds"]},
{"namespace":"adc:auto-updater","date":"2019-08-06T13:37:56.348Z","message":["default channel:","stable"]},
{"namespace":"adc:settings","date":"2019-08-06T13:37:56.350Z","message":["opening settings store"]},
{"namespace":"adc:analytics","date":"2019-08-06T13:37:56.494Z","message":["event","companion.start",{"new":false}]},
{"namespace":"adc:auto-updater","date":"2019-08-06T13:37:56.796Z","message":["using update URL for channel:","stable"]},
{"namespace":"adc:auto-updater","date":"2019-08-06T13:37:56.796Z","message":["constructed URL:","https://companion-release-server.us-west-1.prod.public.atl-paas.net/update/win32/0.1.5/stable"]},
{"namespace":"adc:auto-updater","date":"2019-08-06T13:37:56.806Z","message":["checking"]},
{"namespace":"adc:auto-updater","date":"2019-08-06T13:37:56.843Z","message":["autoUpdate initialized successfully"]},
{"namespace":"adc:browser","date":"2019-08-06T13:38:26.472Z","message":["launching websocket"]},
{"namespace":"adc:proxy-bypass","date":"2019-08-06T13:38:26.840Z","message":["Checking local proxy"]},
{"namespace":"adc:browser","date":"2019-08-06T13:38:26.892Z","message":["websocket launched successfully on port:",22274]},
{"namespace":"adc:auto-updater","date":"2019-08-06T13:42:57.218Z","message":["checking"]},
{"namespace":"adc:auto-updater","date":"2019-08-06T13:47:54.494Z","message":["checking"]},
{"namespace":"adc:auto-updater","date":"2019-08-06T13:52:55.088Z","message":["checking"]},
{"namespace":"adc:auto-updater","date":"2019-08-06T13:57:55.644Z","message":["checking"]},
{"namespace":"adc:auto-updater","date":"2019-08-06T14:02:56.215Z","message":["checking"]},
{"namespace":"adc:auto-updater","date":"2019-08-06T14:07:56.807Z","message":["checking"]},
{"namespace":"adc:websocket","date":"2019-08-06T14:08:34.645Z","message":["new client connection"]},
{"namespace":"adc:websocket","date":"2019-08-06T14:08:35.005Z","message":["received message:","{\"type\":\"authentication\",\"payload\":{\"provider\":\"jwt\",\"payload\":\"eyJraWQiOiJtaWNyb3MtZ3JvdXBcL2NvbmZsdWVuY2VcLzIwMTcwNzI1VDE3MDE0NyIsImFsZyI6IlJTMjU2In0.eyJhdWQiOiJhdGwtY29tcGFuaW9uIiwibmJmIjoxNTY1MTAwNTE0LCJjb25mbHVlbmNlX29yaWdpbiI6Imh0dHBzOlwvXC9sb3ppZXIuYXRsYXNzaWFuLm5ldCIsImlzcyI6Im1pY3Jvcy1ncm91cFwvY29uZmx1ZW5jZSIsImV4cCI6MTU2NTEwMDY5NCwiaWF0IjoxNTY1MTAwNTE0LCJqdGkiOiIwYTBjMjFmNC1iMGM2LTQ1YzItOTAxMi1jYTgxYzE3NDA0ZjgifQ.IxLW9Lx-1vatywPzPP_jXnJZLEYrWr_RFjt5HAOj9iQiFHSzAXH1Wq2fhW4GROtK4EzkWB7ld8J0AthOp9-ofrL_oOMKbitIAUZANG8urvi4zJIUC3hsgZ0m1qlaMAFZFxHd3MB09oQDB2fnkxUY6khSNi0VrOwvntZpIlVMSOJL5tRHb3mJQ0RnYVldCBVh_fc6zvACHj3AIr3xvBT9PCXf7lLwdtS0uLSrfW9cCBo2LPlyhjGx2SGvECqErD3aTiJLqLPipNM6bxtBX8gO7XL3U9X3aHOjE0oCmVftX87jnmPjGG_XDH4DwStGEC8Vtmf5omgE1yNQMVskRv-MjA\"},\"requestID\":1}"]},
{"namespace":"adc:auto-updater","date":"2019-08-06T14:12:57.472Z","message":["checking"]},
{"namespace":"adc:websocket","date":"2019-08-06T14:16:16.616Z","message":["new client connection"]},
{"namespace":"adc:websocket","date":"2019-08-06T14:16:17.009Z","message":["received message:","{\"type\":\"authentication\",\"payload\":{\"provider\":\"jwt\",\"payload\":\"eyJraWQiOiJtaWNyb3MtZ3JvdXBcL2NvbmZsdWVuY2VcLzIwMTcwNzI1VDE3MDE0NyIsImFsZyI6IlJTMjU2In0.eyJhdWQiOiJhdGwtY29tcGFuaW9uIiwibmJmIjoxNTY1MTAwOTc2LCJjb25mbHVlbmNlX29yaWdpbiI6Imh0dHBzOlwvXC9sb3ppZXIuYXRsYXNzaWFuLm5ldCIsImlzcyI6Im1pY3Jvcy1ncm91cFwvY29uZmx1ZW5jZSIsImV4cCI6MTU2NTEwMTE1NiwiaWF0IjoxNTY1MTAwOTc2LCJqdGkiOiJiNDY3OGIyNC01MDM1LTRmNmUtODIzYi1hNzAwZWQwZGY0YjgifQ.CWWRr1BM41lBXdrUlwFm8mXhurgBnxOoaKzIDE8VFZqmjhoWMEdaH9OEDVPm6vpNtua_jWPr8wdgcK2gZ2dYYxbyO5FdGGsXw3ODOw3FcYqQq00Crl3-u5lkimaixaxwdWPM7gxVBNE0e56gtlvoSdWHwzTeHmYm0H9wfcm8PpNqwjhJLl4FGJKf0p25Tekacapf7XdA_PqyJ1yfuOT_pLlkRnW3I11s-d0wjfSqq4liXErEddX2S6erMuuVIf0NdOYQiP4saBx5qUgtTVreSaO-iY7wdMf6VpgB3nSHfLUqw9UUQD0nkQ-Q-iFibkyDVPWlkg_KJEXD5shKz9BxMw\"},\"requestID\":1}"]},
{"namespace":"adc:auto-updater","date":"2019-08-06T14:17:58.181Z","message":["checking"]}
]

[Angélica Luz · Accepted solution]

Hi Gary,

Thank you for all the details.
I found some similar cases and the issue is caused by the local network or system configuration.
With that said, there are some settings that you can change and check in order to try to fix the issue.

First, let's check if this is not related to a bug, where the workaround is to add "atlassian-domain-for-localhost-connections-only.com" to the proxy exception list for the Atlassian Companion app to work. You can find the details here.

Also, make sure to whitelist our IPs and domains: Atlassian Cloud IP ranges and domains

Another thing that may cause this issue is the system time, so please check if the time on your machine is correctly synced with a time server.

Looking forward to your reply.

Regards,
Angélica

[Gary W Alvord]

Hi Angélica,

I do appreciate the response.  Actually neither of these steps were necessary.  After sending this query I decided to try, one more time, uninstalling the Atlassian Companion and reinstalling and checking off the steps one by one.

Previous attempts had installed Companion version 0.1.5; however, on the last try a new version 0.6.2 downloaded itself, and upon completing the installation everything worked.  On every machine where users attempted to "Edit" a file stored in Confluence and had downloaded Version 0.1.5 I simply had them try uninstalling, again, and then retrying the Edit button.  The pop up occurred as usual, we clicked the grayed out "Windows", and then the newer version 0.6.2 installed.

As we use the Cloud I am at a loss as to why this suddenly started to work.  I think a few of us, me included, tried downloading the Companion directly from the Documentation links.  Someone at Atlassian should look into those links and point them to the latest version.

All is well now, in this corner of the Jiraverse, except for some minor differences in functionality between different users and browser combinations and settings.

I'm very happy we got this working as I had a number of people pining for SharePoint!

Thank you,

Gary

[Angélica Luz]

That's awesome Gary! Thank you so much for sharing.
Each ticket that I found had a different solution and now we have one more thing that can cause this issue. Thanks again!
Jiraverse - I understood that reference.
Hope you have a great day.