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Quick Fixes

Try these first:
  1. Refresh the page (Ctrl/Cmd + R)
  2. Hard refresh (Ctrl/Cmd + Shift + R)
  3. Clear browser cache
  4. Try incognito/private mode
  5. Try a different browser

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Rendering Issues

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Equation Not Displaying

Symptoms:
  • Equation shows as blank space
  • No visible output
  • Placeholder appears instead
Solutions:
  1. Check for syntax errors 
    ❌ \frac{1}{2  (missing closing brace)
✅ \frac{1}{2}
  2. Verify delimiters 
    ❌ $E = mc^2  (missing closing $)
✅ $E = mc^2$
  3. Test simple equation 
    E = mc^2
    If this works, your original equation has an error
  4. Check live preview
    • Open editor
    • Look for error messages
    • Fix indicated issues

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Equation Shows as Raw LaTeX

Symptoms:
  • See \frac{1}{2} instead of ½
  • LaTeX code visible on page
  • No rendering occurred
Solutions:
  1. Verify app is installed
    • Go to Manage Apps
    • Find LaTeX Math for Confluence
    • Ensure it’s enabled
  2. Check macro type
    • Correct macro selected?
    • Not a different LaTeX app?
  3. Refresh the page
    • Hard refresh (Ctrl/Cmd + Shift + R)
  4. Reinstall macro
    • Delete and recreate
    • Re-enter LaTeX code
    • Save again

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Wrong Rendering

Symptoms:
  • Equation renders but looks wrong
  • Unexpected output
  • Different from preview
Solutions:
  1. Check syntax carefully 
    ❌ \frac12     (missing braces)
✅ \frac{1}{2}
  2. Verify command spelling 
    ❌ \aplha  (typo)
✅ \alpha
  3. Test in live preview
    • Edit the macro
    • Verify preview looks correct
    • If preview is correct, clear page cache

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Editor Issues

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Editor Won’t Open

Symptoms:
  • Click edit, nothing happens
  • Editor window doesn’t appear
  • Page freezes
Solutions:
  1. Check browser console
    • Press F12
    • Look for JavaScript errors
    • Share with support if found
  2. Disable browser extensions
    • Try incognito mode
    • Disable ad blockers
    • Test without extensions
  3. Update browser
    • Ensure you’re on latest version
    • Try different browser
  4. Check Confluence status

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Preview Not Updating

Symptoms:
  • Type in editor
  • Preview doesn’t change
  • Stuck on old content
Solutions:
  1. Wait a moment
    • Small delay is normal
    • Updates within 1-2 seconds
  2. Check for syntax errors
    • Error prevents preview update
    • Fix error first
  3. Close and reopen editor
    • Save current work
    • Close editor
    • Open again
  4. Refresh page
    • Hard refresh
    • Open editor again

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Can’t Save Changes

Symptoms:
  • Click save, nothing happens
  • Error message appears
  • Changes don’t persist
Solutions:
  1. Check permissions
    • Are you in the whitelist?
    • Do you have page edit rights?
    • See “Access Denied” message?
  2. Try save again
    • Might be temporary network issue
    • Wait and retry
  3. Check syntax
    • Fix all errors first
    • Preview should be error-free
  4. Copy LaTeX code
    • Save code externally
    • Refresh page
    • Try creating new macro

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Permission Issues

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”Access Denied” Message

Symptoms:
  • Can’t open editor
  • See access denied warning
  • Permission error
Solutions:
  1. Check whitelist
    • Ask admin if you’re whitelisted
    • Verify restricted mode is enabled
    • Request access if needed
  2. Verify Confluence permissions
    • Do you have page edit rights?
    • Check space permissions
    • Confirm you’re logged in
  3. Clear session
    • Log out
    • Clear cookies
    • Log back in
See Access Control Guide for more details.

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Admin Can’t Configure

Symptoms:
  • Can’t access settings
  • Configuration page won’t load
  • No configure button
Solutions:
  1. Verify admin status
    • Are you Confluence admin?
    • Check in Confluence settings
    • May need to be system admin
  2. Clear cache
    • Clear browser cache
    • Try incognito mode
  3. Check app status
    • Is app enabled?
    • Go to Manage Apps
    • Verify installation
  4. Reinstall if needed
    • Uninstall app
    • Reinstall from Marketplace
    • Reconfigure

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Performance Issues

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Slow Loading

Symptoms:
  • Page takes long to load
  • Equations render slowly
  • Lagging editor
Solutions:
  1. Reduce equation count
    • Limit to 20-30 per page
    • Split into multiple pages
    • Simplify complex equations
  2. Optimize equations
    • Remove unnecessary LaTeX
    • Simplify nested structures
    • Avoid very large matrices
  3. Check browser
    • Close other tabs
    • Disable heavy extensions
    • Update browser
  4. Check network
    • Test internet speed
    • Use wired connection
    • Contact IT if slow

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Editor Lag

Symptoms:
  • Typing delay
  • Preview slow to update
  • Choppy interaction
Solutions:
  1. Simplify equation
    • Break into smaller parts
    • Reduce complexity
    • Test incrementally
  2. Close other apps
    • Free up system resources
    • Close unnecessary tabs
    • Restart browser
  3. Check system resources
    • CPU usage
    • Memory available
    • Close heavy applications

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Mobile Issues

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Equations Not Showing on Mobile

Symptoms:
  • Blank spaces on mobile
  • Works on desktop
  • Mobile-specific issue
Solutions:
  1. Refresh mobile page
    • Pull down to refresh
    • Clear mobile browser cache
  2. Try different mobile browser
    • Safari on iOS
    • Chrome on Android
    • In-app browser
  3. Check mobile data
    • Ensure good connection
    • Try WiFi
    • Test cellular data

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Editor Hard to Use on Phone

Symptoms:
  • Buttons too small
  • Hard to type
  • Poor layout
Solutions:
  1. Use landscape mode
    • Rotate device
    • More screen space
  2. Zoom interface
    • Pinch to zoom
    • Increase text size in settings
  3. Use tablet instead
    • Better for editing
    • Larger screen
    • Desktop browser mode
  4. Edit on desktop
    • View on mobile
    • Edit on computer
    • Sync automatically

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Dark Mode Issues

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Equations Wrong Color

Symptoms:
  • Can’t read equations in dark mode
  • Colors don’t match theme
  • Poor contrast
Solutions:
  1. Hard refresh page
    • Ctrl/Cmd + Shift + R
    • Forces theme reload
  2. Toggle theme
    • Switch to light
    • Switch back to dark
    • Refreshes colors
  3. Check browser
    • Does browser support dark mode?
    • Try different browser
  4. Report if persistent
    • Contact support
    • Provide screenshots
    • Mention browser/OS
See Dark Mode Guide for more details.

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Installation Issues

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App Not Installing

Symptoms:
  • Installation fails
  • Error message
  • Never completes
Solutions:
  1. Verify permissions
    • Must be Confluence admin
    • Check user role
  2. Check Marketplace
    • Is app available for your region?
    • Correct Confluence version?
  3. Wait and retry
    • May be temporary issue
    • Try in 10-15 minutes
  4. Contact Atlassian support
    • For installation issues
    • They manage Marketplace

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App Not in Manage Apps

Symptoms:
  • Installed but don’t see it
  • Can’t find in list
  • Missing from menu
Solutions:
  1. Wait for sync
    • Takes 5-10 minutes
    • Refresh page periodically
  2. Search by name
    • Use search in Manage Apps
    • Type “latex”
  3. Check all apps
    • Scroll through entire list
    • May be in different section
  4. Verify installation
    • Check Marketplace
    • Confirm installation completed

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Data/Content Issues

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Lost LaTeX Code

Symptoms:
  • Code disappeared
  • Equation blank
  • No content in editor
Solutions:
  1. Check page history
    • View previous versions
    • Find when code existed
    • Restore from history
  2. Check backups
    • Confluence backup
    • Export if you made one
  3. Contact support
    • May be recoverable
    • Provide page URL and timeline

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Equations Disappeared After Update

Symptoms:
  • After app update, equations gone
  • Only happened after update
  • Multiple pages affected
Solutions:
  1. Hard refresh all pages
    • Ctrl/Cmd + Shift + R
    • Clear cache
    • Reload pages
  2. Check app status
    • Ensure app still enabled
    • Verify update completed
  3. Contact support immediately
    • Provide update version
    • List affected pages
    • Include screenshots

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Browser-Specific Issues

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Chrome Issues

Common problems:
  • Extension conflicts
  • Cache issues
Solutions:
  • Disable extensions
  • Clear cache
  • Try incognito

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Firefox Issues

Common problems:
  • Tracking protection
  • Strict security
Solutions:
  • Disable tracking protection
  • Check security settings
  • Clear cookies

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Safari Issues

Common problems:
  • Cross-site tracking
  • ITP restrictions
Solutions:
  • Disable tracking prevention
  • Clear website data
  • Update Safari

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Getting More Help

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Before Contacting Support

Gather this information:
  • Browser: Version and type
  • OS: Windows/Mac/Linux/Mobile
  • Error messages: Exact text
  • Screenshots: Of the problem
  • Steps to reproduce: What you did
  • Page URL: Where issue occurs

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Contact Support

  • 💬 Support Portal
  • 📧 Email through portal
  • 🐛 Include error details

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Atlassian Support

For installation/billing/account issues:

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Emergency Procedures

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Critical Page Not Working

  1. Don’t panic
  2. Don’t delete anything
  3. Contact support immediately
  4. Provide page URL
  5. Describe criticality

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Data Loss Concern

  1. Stop making changes
  2. Check page history
  3. Contact support ASAP
  4. Provide timeline

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App Breaking Site

  1. Disable app in Manage Apps
  2. Contact support
  3. Don’t uninstall (may lose data)
  4. Document issue

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Preventing Issues

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Best Practices

  1. Test in sandbox first
  2. Keep LaTeX simple
  3. Regular backups
  4. Update browser
  5. Monitor app updates
  6. Train users

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Regular Maintenance

  • Weekly: Check app status
  • Monthly: Review usage stats
  • Quarterly: Update documentation
  • Yearly: Review permissions

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Known Issues

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Current Known Issues

Check our status page for:
  • Ongoing incidents
  • Known bugs
  • Scheduled maintenance

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Workarounds

We document workarounds for known issues in support articles.
Last Updated: January 2025