If Confluence app macros or Jira Service Management panels suddenly stop rendering, and you see errors related to *.cdn.prod.atlassian-dev.net, the issue may be caused by stale or incorrect DNS resolution on your network or device.

Typical symptoms: Appfire macros such as LaTeX Math and MultiExcerpt fail in Confluence, and JSM components such as SLA Panel, Similar Requests, or Canned Responses do not load.

Problem

Atlassian Cloud components that rely on dynamically generated subdomains may stop loading even though the main Atlassian site is reachable. A common browser message is:

*.cdn.prod.atlassian-dev.net's server IP address could not be found

This can happen when DNS records are cached incorrectly by your router, modem, operating system, or browser. It can also happen if your device is using a bad DNS server entry, such as 0.0.0.0.

Forge-based and app-driven Atlassian components may use dynamic subdomains. If DNS is stale or misconfigured, only certain embedded features fail while the rest of Atlassian Cloud appears to work normally.

When to Use This Article

Confluence pages load, but specific macros stay blank or error out.
Jira Service Management pages load, but panels such as SLA, Similar Requests, or Canned Responses do not appear.
The problem started suddenly without a product configuration change.
The issue affects one device, or multiple devices on the same network.

Resolution 1: Power Cycle the Router or Modem

Use this if Appfire macros or page elements suddenly stop rendering across your network.

Unplug your router or modem from power.
Wait 30 to 60 seconds so the device memory clears fully.
Plug it back in and wait until the internet lights return to normal.
Refresh the affected Confluence or JSM page.

Why this works: Network devices often cache DNS lookups. If a dynamic Atlassian route was temporarily unresolved during a connection issue, the router may have cached a negative result. Restarting it clears that stale cache.

Resolution 2: Fix DNS Settings and Clear Cache

Use this if specific JSM panels or Confluence apps are still showing *.cdn.prod.atlassian-dev.net IP address errors.

For macOS

Step 1: Update DNS Settings

Open System Settings.
Go to Wi-Fi or Network.
Click Details... next to your active connection.
Select DNS in the left sidebar.
Review the DNS Servers list.
If you see 0.0.0.0 or another unresponsive DNS server, remove it using the - button.
Add reliable public DNS servers using the + button:

1.1.1.1 — Cloudflare
8.8.8.8 — Google

Move the working DNS entries to the top of the list if needed.
Click OK, then Apply.

Step 2: Clear Local DNS Cache

After updating DNS settings, clear the local cache so the system stops using stale results.

sudo dscacheutil -flushcache
sudo killall -HUP mDNSResponder

Then reload the affected Atlassian page in your browser.

If you do not have administrator access on your Mac, contact your IT team before changing network settings.

How to Confirm the Fix

Refresh the Confluence page and confirm affected macros render normally.
Open the JSM request or issue view and confirm panels load without DNS-related errors.
If needed, test from another browser or in a private browsing window.
If multiple users on the same network are affected, verify the issue is gone after the router restart.

Likely Root Cause

Cause	What it looks like	Recommended action

Cause	What it looks like	Recommended action
Stale router DNS cache	Multiple devices on the same network fail to load the same Atlassian app content	Power cycle router or modem
Incorrect local DNS setting	One device fails while others work, especially if DNS contains `0.0.0.0`	Replace DNS server entries with known good resolvers
Stale macOS DNS cache	DNS settings were corrected but the problem continues temporarily	Flush the local DNS cache and retry

Prevention Tips

Avoid manually setting invalid DNS servers on endpoint devices.
Use trusted resolvers if your ISP DNS is unstable.
Restart network equipment after prolonged internet instability if cloud content behaves inconsistently.
Document app-rendering failures with screenshots and browser error text for faster triage.

Main Atlassian pages may load from standard domains, while embedded apps, Forge modules, and dynamic panels call additional subdomains. If DNS fails only for those subdomains, the page opens but certain features remain blank or error out.

Not always. If the issue is isolated to one network or one device, local DNS or cached network state is often the cause. Compare behavior on another device or network to narrow it down.

Capture the exact error message, the affected macro or panel name, whether the issue affects one device or multiple users, and whether changing DNS or restarting the router resolved it.

Support note: If these steps do not resolve the issue, collect browser console errors, a screenshot of the failing component, and your current DNS settings before escalating to your internal IT or Atlassian support team.

KB: Fix Atlassian Cloud Macros and JSM Panels Not Loading Due to DNS Issues