Requesting External User Management Support

If you are having external user management issues with Confluence, and the advice on Add LDAP Integration has not helped, you can always ask us for help. External user management issues can be hard to diagnose, however, and we often spend a lot of time understanding the particular configuration you have. The best way to get a speedy resolution to your issue is to provide this information up front.

Please gather all of the information listed below and include it in your support request (http://support.atlassian.com), even if you think you have a good idea what's causing the problem. That way we don't have to ask for it later.

Confluence Server

• Confluence の Administration → System Information のスクリーンショットを取得 (またはページを HTML として保存) します。
• Take a screenshot of Confluence's Administration → Global Permissions, if you are having problems with logging in
• Take a screenshot of the Space permissions page, if you are having problems with space or page permissions.

Confluence configuration files

• Attach a copy of atlassian-user.xml, found in confluence/WEB-INF/classes
• Attach a copy of osuser.xml, found in confluence/WEB-INF/classes.
• If you have implemented a custom authenticator or in any way modified seraph-config.xml or seraph-paths.xml, please provide the modified files as well.

If you are running Confluence 2.1 you will have to attach the following file instead of atlassian-user.xml

• Attach a copy of atlassianUserContext.xml, found in confluence/WEB-INF/classes

User management system

• What is the name and version of your LDAP server?
• LDAP サーバーが動的または静的グループを使用していますか？

Using Active Directory for LDAP?

Please include LDAP Studio Entry Editor snaphots with the information specified on this page

診断

• Enable profiling (as described here)
• Enable detailed user management logging by editing confluence/WEB-INF/classes/log4j.properties:
  

Change this section:

###
# Atlassian User
###
#log4j.logger.com.atlassian.user=DEBUG, confluencelog
#log4j.additivity.com.atlassian.user=false
#log4j.logger.com.atlassian.confluence.user=DEBUG,console
#log4j.additivity.com.atlassian.confluence.user=false
#log4j.logger.bucket.user=DEBUG,console
#log4j.additivity.bucket.user=false

To this:

###
# Atlassian User
###
log4j.logger.com.atlassian.user=DEBUG, confluencelog
log4j.additivity.com.atlassian.user=false
log4j.logger.com.atlassian.confluence.user=DEBUG,confluencelog
log4j.additivity.com.atlassian.confluence.user=false
log4j.logger.bucket.user=DEBUG,confluencelog
log4j.additivity.bucket.user=false
log4j.logger.com.atlassian.seraph=DEBUG, confluencelog
log4j.additivity.com.atlassian.seraph=false
log4j.logger.com.opensymphony.user=DEBUG, confluencelog
log4j.additivity.com.opensymphony.user=false

• After enabling both the above, please attempt a Confluence LDAP account login and attach a copy of the log files that are produced when the problem occurs. To do this, locate your install directory or exploded WAR directory, then zip the full /logs subdirectory into a single file for us to examine. An example location might be confluence-2.2.2-std/logs.

  If you are using LDAP, run the External User Test tool and attach a copy of the output to the support ticket.