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This page provides general troubleshooting tips for the JSU app. If you encounter problems using a particular module, please refer to the documentation or search our /wiki/spaces/JSU/pages/1356759054. We recommend that you test your workflows in a test project or separate test instance before committing your rules in production.
If you have read our documentation, analyzed your log files, and tried different configurations, yet continue to have issues, get in touch with our Support team.

Some or all functionality not working at all

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We recommend checking the following:

• Manage add-ons: is the JSU app enabled, and all modules enabled?

• Check your log files, serious problems usually leave a stacktrace. Do you see a reference to a class com.googlecode.jsu.* (to determine 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 administration? (Without restarting Jira)
See also Atlassian's guidance on uninstalling add-ons.

If reinstalling JSU in Jira administration does not work, try it with a restart of Jira: 

• 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 two directories: $JIRA_HOME/plugins/.bundled-plugins and $JIRA_HOME/plugins/.osgi-plugins (they will be recreated)

• Start Jira

• Install JSU

 No  No configurations (for example workflow or customer field related) will be removed during a re-installation, however, it's always a good idea to perform a backup.

Install an older version of the JSU app

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Temporarily (until next Jira restart):

1. Log in as a Jira administrator and go to System > Troubleshooting and Support > Logging & Profiling.

2. Locate and select Configure logging level for another package.

3. Enter

com.googlecode.jsu

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