Troubleshooting Guide

Common issues and solutions for LaTeX Math for Confluence.

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

Rendering Issues

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

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

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

Editor Issues

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

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

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

Permission Issues

"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.

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

Performance Issues

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

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

Mobile Issues

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

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

Dark Mode Issues

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.

Installation Issues

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

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

Data/Content Issues

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

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

Browser-Specific Issues

Chrome Issues

Common problems:

  • Extension conflicts
  • Cache issues

Solutions:

  • Disable extensions
  • Clear cache
  • Try incognito

Firefox Issues

Common problems:

  • Tracking protection
  • Strict security

Solutions:

  • Disable tracking protection
  • Check security settings
  • Clear cookies

Safari Issues

Common problems:

  • Cross-site tracking
  • ITP restrictions

Solutions:

  • Disable tracking prevention
  • Clear website data
  • Update Safari

Getting More Help

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

Contact Support

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

Atlassian Support

For installation/billing/account issues:

Emergency Procedures

Critical Page Not Working

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

Data Loss Concern

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

App Breaking Site

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

Preventing Issues

Best Practices

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

Regular Maintenance

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

Known Issues

Current Known Issues

Check our status page for:

  • Ongoing incidents
  • Known bugs
  • Scheduled maintenance

Workarounds

We document workarounds for known issues in support articles.

Last Updated: Nov 2025