Acrolinx Support Troubleshooting Guide

Check that there is a valid license installed

1. Go to General Configuration → License (under ACROLINX CONNECTOR)

2. Check that a license exists

3. Check that the Expiration date has not arrived yet

Test the connection between Confluence and Acrolinx Platform

1. Go to General Configuration → Configuration (under ACROLINX CONNECTOR)

2. Click Edit

3. Click Test Connection

   1. If the connection is successful, proceed to

   2. If not, the error message should give you more information about what went wrong:

      1. Fetch from URL failed: the server can not be reached. Check the Server Address is correct.

      2. Update SSO Password: The password you are using is incorrect

      3. Error codes like 5XX: There is probably a problem with the Acrolinx Platform

Check that a default Guidance Profile has been configured

1. Go to General Configuration → Guidance Profiles (under ACROLINX CONNECTOR)

2. Check that one of the profiles has been set as Global Default