This is information about troubleshooting of JSU in general. If you have a problem with a particular module, please also check the documentation for that module. If you did read all the documentation, analysed your log files, tried different configuration, but it still does not work, feel free to submit a support ticket: Servicedesk .
Some or all functionality not working at all
In rare cases JIRA has difficulties to enable JSU. Usually this can be solved by uninstall/re-install, reset, reload, etc. things.
We recommend to check the following things:
- Manage add-ons: is the JSU app enabled... and all modules enabled (except one, which is disabled per default!)?
- Check your log files, serious problems usually leave a stacktrace. Do you see a reference to a class com.googlecode.jsu.*? (to determent which module cannot be loaded)
- Re-install the app
Re-install the JSU app
Have you tried to remove JSU app and reinstall it in the JIRA administration? (Without restarting JIRA)
See also https://confluence.atlassian.com/upm/uninstalling-add-ons-273875709.html .
If re-installation of the app in the JIRA administration does not work, try to do it with a restart of JIRA, follow this steps:
- Uninstall JSU
- Stop JIRA
- Perform a backup of your JIRA installation and database
- If you could not uninstall JSU before, delete the file $JIRA_HOME/plugins/installed-plugins/*jira-suite-utilities*.jar
- Delete the following 2 directories $JIRA_HOME/plugins/.bundled-plugins & $JIRA_HOME/plugins/.osgi-plugins (they will be recreated)
- Start JIRA
- Install JSU
No configurations (for example workflow or customer field related) will be removed during a re-installation. However, we think it's a good idea to perform a backup before - just in case.
Install an older version of the JSU app
Follow the steps re-installation, but at the end just install the older version.
Be aware that you might loose some functionality and re-introduce some bugs, that have been fixed in the newer version. So generally it is not a good idea to downgrade JSU.
Further if you have saved any configuration with a newer version of JSU (in particular in the area of workflows), the configuration saved with a newer version of JSU might not be compatible with an older version of JSU. (We provide only compatibility for updates of JSU).
Bean dependency problems with messages in the log file
In rare cases we had reports that user got a 404 error message in the browser, for example when navigation to JSU General Configuration. Checking the log file there had been messages like:
With the following steps, this can be resolved:
- Go to the UPM (Manage add-ons)
- Enable Safe Mode
- just enable JSU and try to go to the configuration page
- disable 'Safe Mode' with option to restore the previous configuration
- try again to go to the configuration page.
Debugging the JSU app
If you want to turn on the 'JSU' debug messages, you may do so as follows:
Temporary (until next JIRA restart):
Log into JIRA as administrator and go to System -> Troubleshooting and Support -> Logging & Profiling. Look for the link "Configure logging level for another package", click on it and enter
as Package name and select DEBUG as Logging Level
Do the same for
Add the following lines into the file WEB-INF/classes/log4j.properties:
Debug log messages are very detailed. Your log file will grow very quickly, even performance of the whole system can be affected.
For these reasons we recommend to leave the logging only for a very short time on debug log level.