This is the documentation of JSU for Jira Server/Data Center. If you are using JSU on Jira Cloud, see our JSU Cloud documentation.
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 or refer to our knowledge base. If you have read our documentation, analysed your log files, tried different configurations, but it still does not work, feel free to submit a support ticket: Support portal.
Some or all functionality not working at all
In rare cases Jira has difficulties enabling JSU. Usually, this can be solved by uninstalling/re-installing, reset, reload, etc. things.
We recommend 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 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 lose 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 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:
Error creating bean with name 'com.googlecode.jsu.actions.ConfigurationAction': Unsatisfied dependency expressed through constructor argument with index 0 of type
This was because of a conflict with some other plugin. We had been able to fix this in JSU 2.5.2. We recommend updating to the latest version of JSU.
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 in to 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
com.googlecode.jsu
as Package name and select DEBUG as Logging Level
Do the same for
ch.beecom.jira.jsu
Permanently:
Add the following lines into the file WEB-INF/classes/log4j.properties:
log4j.category.com.googlecode.jsu = DEBUG, filelog log4j.additivity.com.googlecode.jsu = false log4j.category.ch.beecom.jira.jsu = DEBUG, filelog log4j.additivity.ch.beecom.jira.jsu = false
Debug log messages are very detailed. Your log file will grow very quickly, even the performance of the whole system can be affected.
For these reasons, we recommend leaving the logging only for a very short time on debug log level.