Troubleshooting

Export Fails or Doesn't Download

Symptom: Clicking Export to Word does nothing, or the export starts but no file downloads.

Steps to resolve:

Check your browser's download settings; some browsers block automatic downloads
Disable any browser extensions that may block downloads (ad blockers, privacy tools)
Check the browser console for errors (F12 → Console)
Try exporting a single, simple page to rule out content-related issues
Try in a different browser

Word Asks to Update Fields

Symptom: When opening the file, Word shows "This document contains fields that may refer to other files. Update the fields?"

What's happening: the table of contents and page numbers are Word fields. Word fills them in when it opens the document.

What to do: choose Yes. The table of contents then lists your pages with their page numbers.

Table of Contents Is Empty or Missing

Symptom: The contents page has no entries, or there is no contents page at all.

Steps to resolve:

If Word asked to update fields and you chose No, right-click the table of contents and choose Update Field
In Google Docs, Pages or other apps, right-click the table of contents and update it
Confirm the template has Table of Contents turned on
Check the Depth setting. If it's set to 1 and the pages only have H2 and H3 headings, the table of contents has nothing to list. Increase the depth or add H1 headings.
Check that the exported pages contain headings (H1, H2, H3). Plain paragraph text does not create entries.

The preview in the export dialog never shows the table of contents. Check the downloaded file in Word.

Images Missing from Export

Symptom: The Word document is missing images that appear on the Confluence page.

Common causes and fixes:

Cause	Fix
Image is hosted on an external site that blocks requests	Re-upload the image as a Confluence attachment instead of using an external URL
Image requires a login to access	Use Confluence-hosted attachments
Very large image	Compress or resize the image before embedding

Math Formulas Can't Be Edited

Symptom: A formula from a LaTeX or MathJax macro can't be edited in Word.

What's happening: formulas come through as pictures, not as Word equations. To change one, edit it in Confluence and export again.

Cover Page Not Appearing

Symptom: Exports don't include a cover page even though it's configured.

Steps to resolve:

Confirm the template has Add cover page turned on
Confirm the export is using the correct template (check the template dropdown)
Save the template again and retry the export

Watermark Is Not Visible

Symptom: The watermark is turned on in the template but doesn't show.

Steps to resolve:

The preview in the export dialog doesn't draw the watermark. Open the downloaded file in Word to check
Check the Opacity and colour. A very low opacity or a very light colour can make it hard to see
Confirm the watermark text is not empty
Save the template and retry

Page Numbers Are Missing

Symptom: Page numbers are turned on in the template but don't appear.

Steps to resolve:

The preview in the export dialog doesn't show page numbers. Open the downloaded file in Word to check
Open the template and confirm Page Numbers is turned on
Check the Position setting and make sure it doesn't clash with footer text in the same place

Template Not Visible to Users

Symptom: A template exists in admin settings but users don't see it in the dropdown.

Steps to resolve:

Check if the template has been archived. Archived templates are hidden from users. Restore it to make it active.
Confirm the template was saved successfully

The Exporter Is Missing From the Page

Symptom: There's no Export to Word under the page title, or the More actions (···) menu doesn't show Word Exporter for Confluence.

Steps to resolve:

Go to Confluence Settings → Manage apps and confirm the app is Enabled
Refresh the page and try again
Try clearing your browser cache and reloading

Document Is Empty or Contains Only the Cover Page

Symptom: The Word file downloads but contains no content (or only the cover page).

Steps to resolve:

Confirm at least one page is checked in the page tree
Check that the selected pages have content you can view
Try a different template to rule out a template configuration issue

My Export Says "Waiting in Line"

Symptom: A background export shows Waiting in Line, or Waiting in My exports, instead of progress.

What's happening: background exports run one at a time per site, and another export (someone else's, a scheduled run or an API export) is running. The card shows how many exports are ahead of yours.

What to do:

Nothing: it starts by itself when the exports ahead of it finish. You can close the page and download it later from My exports
If you no longer need it, click Cancel export on the card, or Cancel in My exports
For a small export you need right now, set Where to generate to This browser

A Scheduled Export Paused or Failed

Symptom: A schedule shows Paused, or "Last run failed".

Steps to resolve:

Read the reason on the schedule's card (Apps → Word Exporter for Confluence → Schedules)
Archive page was deleted: choose a new archive page with Edit, then Resume
The schedule owner can no longer edit the archive page: restore the owner's edit permission, or have someone else create the schedule
The schedule owner is no longer active: delete the schedule and create it again as an active user
Click Run now to check the fix straight away

No Email After a Scheduled or API Export

Symptom: The export finished, but nobody was emailed.

Steps to resolve:

Check that Notify by email is on (schedules), or that mention and attachTo were sent (API)
Check the archive page for the app's comment. Schedules reply in one thread per schedule, so look for the newest reply under the schedule's first comment. If it's there, the mention was sent
Recipients must be able to view the archive page, and have Confluence email notifications turned on in their profile settings

API Request Returns 202 but No File Appears

Symptom: The REST API accepted the request, but nothing shows up.

Steps to resolve:

Wait a few minutes; large exports take a while
Open Confluence Settings → Word Exporter → API, then the token's Recent calls: it shows started, done, or why the export failed
Look in the token owner's My exports. Exports land there, not in the caller's

Still Having Issues?

If the problem is not listed above or the steps didn't resolve it:

Check the FAQ for additional guidance
Contact us through the support portal with a description of the issue, the steps to reproduce it, and your Confluence site URL (for example yamuno.atlassian.net)