Troubleshooting

JSU for Jira Server/Data Center

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 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 knowledge base. 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

In rare cases, Jira may have difficulty enabling JSU. Usually, this can be solved by uninstalling/re-installing, reset, or reload.

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 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

Follow the steps to re-reinstall the app, but install an older version.

Be aware that you might lose some functionality or potentially re-introduce some bugs that have been fixed in a newer version. Generally, it is not a good idea to downgrade JSU.

Furthermore, if you have saved any configuration with a newer version of JSU (in particular in the area of workflows), the configuration saved 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 have 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 have been messages similar to the following:

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 another add-on. We resolved this issue in JSU version 2.5.2. We recommend updating to the latest version of JSU.

Debugging the JSU app

To enable JSU debug messages:

Temporarily (until next Jira restart):

Log in as a Jira administrator and go to System > Troubleshooting and Support > Logging & Profiling.
Locate and select Configure logging level for another package.
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 to 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, and the performance of the whole system can be affected.

We recommend enabling the logging only for a very short time on debug log level.