Draw.IO diagrams not showing in Confluence

[Soletis]

Hi,

Since a month and a half the Draw.IO diagrams are not loaded anymore in the Confluence webpages: 

Only when I remove (!) the Kaspersky browser extensions it works again. This occurs on all browsers (Edge, Chrome and Firefox - all updated to latest version).

When looking at the developer tools in the browser I see that access is denied to the Draw.IO diagrams:

 

I cannot share more details digitally for obvious reasons.

Can anyone assist me into finding a solution? Not using the extensions is not an option as it would take away the advantage of using Kaspersky in the first place.

Thank you for your time and help,

Christophe

[DonKid]

Please, contact the support here.

[anbatista]

I'm facing the same issue since kaspersky installed.

[Kenanov]

This has happened to me too. After uninstalling, Confluence and Draw.io worked just fine like before. Try to install the browser extension and check if that solves the problem. The ultimate solution is uninstalling the antivirus permanently.

[Soletis]

Temp solution is to disable "self-defense".
@Support => this cannot be the idea, right? Can you log a bug or foresee a method to whitelist any specific url's.

[ArseneL]

Hi there,

I'm experiencing the same issue with Kaspersky Premium - Windows 10 with Firefox, Chrome and Edge.

When I remove the Kaspersky Web Extensions from the Internet browsers and restart Kaspersky Premium, the Draw.io plugin in Atlassian Confluence works fine. After enabling the Kaspersky Web Extension in any of these browsers, Draw.io does not show my diagrams but says

Disabling Self-Defense did not resolve the issue for me.

Any help is appreciated.

P.S.: When I remove the Kaspersky Web Extesion from one of the above Internet browsers, I need to restart (stop/start) Kaspersky Premium to get this removal completed. Is this a normal behaviour?

Thanks

AL

Edited October 20 by ArseneL
Added another comment

[Flood and Flood's wife]

9 minutes ago, ArseneL said:

I'm experiencing the same issue with Kaspersky Premium, Windows 10, Firefox, Chrome and Edge.

When I remove the Kaspersky Web Extensions from the Internet browsers and restart Kaspersky Premium, the Draw.io plugin in Atlassian Confluence works fine. After enabling the Kaspersky Web Extension in any of these browsers, Draw.io does not show my diagrams but says

Disabling Self-Defense did not resolve the issue for me.

P.S.: When I remove the Kaspersky Web Extension from one of the above Internet browsers, I need to restart (stop/start) Kaspersky Premium to get this removal completed.

Is this a normal behaviour?

Hello @ArseneL, 

Welcome!

1. Before removing Kaspersky Protection Extension, was Private Browsing - Allow data collection on this website - enabled / set ON & Anti-Banner - Allow on this website - enabled / set ON ?
2. & *as a test only*, in Network Settings, does the issue persist if Inject script into web traffic to interact with web pages -is UNCHECKED ?
3. Re removing a KPE & having to restart Kaspersky Premium for the KPE removal to complete, no, it's not normal, has Kaspersky Premium been *clean* installed? 

Please post back?

Thank you🙏
Flood🐳+🐋

[ArseneL]

Hi guys,

Thanks for the quick response.

#3. Yes, it has been running on my system for almost a year but I always had issue with Gliffy and Draw.io in Confluence. They just did not work. Yesterday, after some months of quiet time, I gave another go to Confluence with Draw.io (a new temporary full license and added Draw.io to my space). I made my first diagram but after saving it, I got the error above, "Diagram Not Found". I tested this issue with Edge, Chrome and Firefox (including private browsing) on Windows 10 and I could not see my diagram in Confluence. Then I read the following case at the Atlassian Community website. So I de-installed Kaspersky Premium and surprisingly I could see my Draw.io diagram in all Internet browser platfroms. Then I re-installed Kaspersky Premium (it was a clear install", and installed/enabled Kaspersky Protection Extension for Firefox. This produced the original problem with reading my Draw.io diagram. I played with Kaspersky Protection Extension for Firefox but nothing worked (even disabling it). So I removed Kaspersky Protection Extension from Firefox, and restarted Firefox. Unfortunately, my Draw.io still did not work and Kaspersky Premium still showed that the Kaspersky Protection Extension for Firefox is ON. Then I stopped and started Kaspersky Premium again and finally it showed that Kaspersky Protection Extension for Firefox was not enabled. And my Draw.io diagram worked again.

#2. I will test this and come back

#1. I did not enabled Kaspersky Protection Extension, for Private Browsing. But I tested the issue on all the three Internet browser platform in Private (Firefox), Incognito (Chrome) and InPrivate (Edge) modes, none of them worked. The same happend in non private mode of these Internet browsers. I will set this up for Private browsing to see how it works.

[KarDip]

Hello @ArseneL

It sounds like the issue you are experiencing lies at the intersection of Kaspersky's software and browser functionality with Confluence and Draw.io. Here’s a breakdown of your troubleshooting steps and additional suggestions to help you move forward:

Summary of the Issue

• Problem: Draw.io diagrams in Confluence are not visible or return the error "Diagram Not Found."
• Trigger: The issue occurs when Kaspersky Premium and its Protection Extension are installed.
• Temporary Resolution: After uninstalling Kaspersky and disabling its Firefox extension, the issue was resolved.

Potential Causes

1. Kaspersky's Web Protection Conflict
   Kaspersky's web modules (like Safe Money, Anti-Banner, or Data Leak Prevention) may block or interfere with certain components or scripts that Draw.io or Confluence requires to render diagrams correctly.

2. Browser Extension Residue
   Even after disabling or removing the extension, some components of Kaspersky could remain active in the background until the antivirus is fully restarted or reconfigured.

3. Caching Issues
   Confluence and browsers may still hold cached versions of the affected pages, causing the issue to persist even after some changes.

---

Suggested Steps for Resolution

1. Configure Kaspersky Web Protection Settings

• Go to Kaspersky Settings → Protection.
• Disable the following modules one by one:
  • Safe Money
  • Anti-Banner
  • Private Browsing
  • Encrypted Connection Scanning (in Network settings)
• Restart the browser after each change to see which module might be causing the issue.

2. Whitelist Confluence and Draw.io in Kaspersky

• In Kaspersky Settings, add the Confluence domain and any Draw.io URLs to the Trusted Websites list.
• Ensure that "Do not scan encrypted connections" is checked for these trusted sites.

3. Clean Browser Cache and Kaspersky Extension Residues

• After uninstalling the Kaspersky Firefox extension, clear the browser cache and cookies.
• Restart the browser in safe mode (without any extensions) to verify that no remnants are interfering.
• Optionally, reset the browser settings to defaults to eliminate any unexpected behavior.

4. Test With Kaspersky Disabled Temporarily

• Disable Kaspersky Premium’s protection entirely to confirm if it's the root cause.
• If diagrams load correctly, try reinstalling Kaspersky without the Protection Extension to see if this mitigates the issue.

5. Check for Software Updates

• Ensure Kaspersky, Firefox, Chrome, Edge, and Confluence are all updated to their latest versions. Compatibility issues can sometimes cause such errors.
• Check if there’s a known conflict between Kaspersky and Confluence/Draw.io in the Atlassian Community forums or Kaspersky’s support site.

---

Final Step: Reproduce the Problem with Logs Enabled

If the issue persists:

• Enable debug logs in Kaspersky and monitor what actions it takes during the diagram load process.
• This might give insight into what component is being blocked or interfered with.
• You can also reach out to Kaspersky support with these logs if the problem remains unresolved.

This process should help pinpoint whether it's a configuration issue within Kaspersky or something more specific to your setup. Let me know how it goes after further testing!

Thank you

[БорисА]

У меня проблема решилась отключением функционала Анти-Баннер.

Что дальше?

[Friend]

2 часа назад, БорисА сказал:

У меня проблема решилась отключением функционала Анти-Баннер.
Что дальше?

Есть несколько вариантов:
1. Обратиться в поддержку: подробно описать ситуацию, собрать отчеты и попросить подкорректировать базы Анти-баннера.
2.Добавить необходимый ресурс в исключения Анти-баннера.
 

[БорисА]

Добавление ресурсов в исключения Анти-Баннеров результата не дало.

Обратился в техподдержку – они пока разбираются...