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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 configurationconfigurations, but it still does not work, feel free to submit a support ticket: Servicedesk Support portal.
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Some or all functionality not working at all
In rare cases Jira has difficulties to enable enabling JSU. Usually, this can be solved by uninstalluninstalling/re-installinstalling, reset, reload, etc. things.
We recommend to check checking 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 the JSU app and reinstall it in the JIRA Jira administration? (Without restarting JIRAJira)
See also https://confluence.atlassian.com/upm/uninstalling-add-ons-273875709.html .
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If re-installation of the app in the JIRA Jira administration does not work, try to do it with a restart of JIRAJira, 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
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Bean dependency problems with messages in the log file
In rare cases, we had reports that users received a 404 error message in the browser, for example when navigating to JSU General Configuration. Checking the log file there had been messages like:
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