timeout: timeout error in quick comments editor

Loading a page results in a timeout: timeout error being displayed where the quick comments editor should be. This can be intermittent, and is usually resolved by clicking 'Try Again', however the behaviour presents again on the next page load.

Unfortunately this issue is currently still being investigated, and we need more information from our customers that are experiencing this issue. If you can help, we'd love to hear from you! Please raise a ticket at https://support.atlassian.com.

One of the known causes for this to happen when the client and the server(Confluence instance) have a huge geographical difference between them.

Troubleshooting Steps (using Firefox or IE)

1. Download ConsoleExport for Firebug from here
2. Open your browser and press F12 to load Firebug/IE Developer Tools,
3. For Firebug go to the Console tab, for IE go to the Script tab and select console on the right
4. Open a page, and reproduce the issue
5. Take a screenshot of the console, and a screenshot of the error (you may need to scroll and take a few screenshots to get all the information)
6. For Firebug click on the Export tab and save the console somewhere (IE does not have this function so screenshots will suffice)
7. Raise a ticket at support.atlassian.com and attach the export and screenshot
8. Download the attached zip file for your version of Confluence. If you are on a version that is not mentioned, please contact Support.
9. Go to Confluence Admin > Plugins > Install and Upload the confluence-quick-comment or confluence-editor-loader jar file
10. Stop Confluence
11. Rename <your-confluence-install-folder>confluence/WEB-INF/lib/atlassian-plugins-webresource*.jar to atlassian-plugins-webresource*.bkp
12. Copy the attached atlassian-plugins-webresource jar to <your-confluence-install-folder>confluence/WEB-INF/lib/
13. Start Confluence
14. Go to Confluence Admin > Logging and Profiling
15. Add the following classes (you'll need to enter them manually) with the level DEBUG:
    • com.atlassian.plugin.webresource
    • com.atlassian.plugin.servlet.AbstractDownloadableResource
16. Then reproduce the issue and create a support.zip (Confluence Admin > Support Tools > Support Zip, ensuring all options are ticked).
17. Turn off logging on those two classes so the logs don't fill up.
18. Raise a ticket at support.atlassian.com and upload that support.zip, mentioning this ticket.

Workaround

• Refreshing the page/reloading the editor resolves the issue for the current session
• Clearing the plugin cache has been known to resolve this issue for Firefox.

UPDATE:
This issue may also be related to the latency between the application and DB servers. Customer reported that their application server was in France and the Database server was in the Netherlands. When the administrator migrated the application server to the Netherlands which reduced latency between the application and DB servers, it seems to have resolved the issue.

Testing notes

• Test the doc theme
• Use Charles to delay resources loading
• Use Charles to abort resources loading
• Same for content loading
• Same for js/html/css (different types)
• Top level vs reply
• Quick vs slow
• Top level or reply with top level or reply already being written
• Inline comment
• Typing during loading goes into the editor once the editor has loaded.
• Dirty state message should display in all forms.
• Push state and back and drafts