Overview

These are some generic tips and techniques to help resolve add-on installation or licensing problems. In many cases, installation problems are not specific to the add-on, but instead relate to general usage or issues with the Atlassian Universal Plugin Manager (UPM) or the underlying plugin system. Generally speaking, most recent versions of add-ons on this site are built using Atlassian's plugin 2 framework and all paid add-ons use Atlassian licensing support. Installation is provided by UPM. Licensing support is also provided by UPM except for older versions of UPM. If these tips don't resolve your issue, it is likely you will need to open an Atlassian support ticket. 

License Problems

LICENSE_EXPIRED Error

Manage add-ons shows the add-on with the follow error:

License is for an older version and maintenance has expired.

This will show in situations where the installed add-on was built after the expiry date of your maintenance support. This is a valid error. You either need to get a more current license or un-install the add-on and install an earlier version that is within your maintenance window.

If this is not your situation, in some cases this error may show incorrectly on JIRA versions before JIRA 6.4 and Confluence versions before Confluence 5.7. This is a UPM bug UPM-4565. 

Alternatives:

1. Update JIRA or Confluence to a release where the bug is fixed. At least JIRA 6.4 or Confluence 5.7.
2. Renew the maintenance for the add-on.
3. Use a temporary evaluation license until you can resolve the issue.

Incompatible with Product License

After upgrading the Confluence license or upgrading the Universal Plugin Manager add-on, one or more add-ons stop working. When reviewing the add-ons in the Universal Plugin Manager, the text "Incompatible with Product License (wrong type)" is seen in the License Status field.

or functions report the following error message: Notify your Confluence administrator that "Bob Swift Atlassian Add-ons ..." requires a valid license. Reason: TYPE_MISMATCH.

1. Update UPM to the latest level and retry - this will solve many cases (UPM-4783).
2. Make sure you check all your other add-ons for similar problems! 
3. If you still have issues, contact sales@atlassian.com to have them generate compatible licenses for all the add-ons that need it. While you are waiting, consider:
   1. Reverting your Confluence license change until Atlassian generates new and compatible licenses.
   2. Get an evaluation license until a permanent license is available
4. See this Confluence Knowledge Base item. 

Installation Problems

Plugin disabled

Users may report macros no longer working in Confluence or similar problems with JIRA or Bamboo. The plugin may have become disabled because of installation of other add-ons or for other reasons. See UPM-2893 for instance.

Resolution steps

1. Go to UPM
2. Enable all the add-ons that should be enabled
3. If plugin still cannot be enabled:
   1. Uninstall the plugin
   2. Re-install the plugin
   3. You may need to re-install the license
4. If plugin still cannot be enabled:
   1. Consider restarting the server
   2. Look in your server logs for installation errors and clues
   3. Depending on the information you find, either open a support issue with Atlassian support (UPM) or plugin vendor (something indicating it is specific to the plugin)

What is an obr?

Previously, most plugins shipped as jar files. Now it seems many are obr files. What is the difference and what do I need to know about this?

1. An obr is an OSGi Bundle Repository. In simple terms, it contains the normal plugin jar file plus jar files for component plugins that are required
2. It is installed via UPM the same as a jar file
3. Most Bob Swift Software plugins contain a number of component plugins that are required for the plugin to work
4. The UPM manages the installation of all the required plugins provided they are not already installed at minimum level required by the using plugin
5. When installed, these component plugins show up in UPM like other plugins
6. While these component plugins can be updated independently, normally plugin administrators should just worry about installing the primary plugin
7. Plugin administrators should not disable these component plugins as will cause the using plugin to be disabled or not work as expected

What are these RB plugins?

For Confluence, Bob Swift Software takes advantage of some base enablers provided by a set of RB (formerly randombits) components supported by ServiceRocket. When a plugin gets installed, the RB components also get installed. Think of them as necessary plumbing. Generally, you should not have to worry about them. Never downgrade them!

Currently, the following RB components are needed by most Bob Swift Software Confluence plugins.

• RB Support Confluence
• RB Support Core
• RB Storage Core
• RB Storage Servlet
• RB Storage Confluence
  

An error occurred while installing the add-on.

An error occurred while installing the add-on. Refer to the logs for more information.

This is an error with UPM 2.17.5 and fixed on 2.17.7. Unfortunately, some product releases contain the failing UPM including at least JIRA 6.3.4 and Confluence 5.6. See UPM-4581.

In this particular case, the add-on actually installs successfully and the error message can be ignored. The workaround is to update UPM to the latest level before installing any add-ons.

Plugin cannot be enabled.

Unable to start the following add-ons ...

In some cases, the following Atlassian knowledge base item may help: How to Clear Confluence Plugins Cache.

LazyReference$InitializationException

 After installing or removing add-ons in Confluence, there can be errors reported like: 

com.atlassian.util.concurrent.LazyReference$InitializationException: java.lang.IllegalStateException: Cannot autowire object because the Spring context is unavailable.

java.lang.LinkageError

This is a UPM/plugin framework issue with mismatched class versions of some license management code. Likely related to some other UPM or add-on upgrade or install that has occurred. Reference is UPM-3306.  

javax.servlet.ServletException: Servlet execution threw an exception
    at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:313)

caused by: java.lang.LinkageError: loader constraint violation: when resolving interface method "com.atlassian.upm.api.license.PluginLicenseManager.getLicense()Lcom/atlassian/upm/api/util/Option;" the class loader (instance of org/apache/felix/framework/ModuleImpl$ModuleClassLoader) of the current class, com/atlassian/upm/license/storage/lib/ThirdPartyPluginLicenseStorageManagerImpl$1, and the class loader (instance of org/apache/felix/framework/ModuleImpl$ModuleClassLoader) for resolved class, com/atlassian/upm/api/license/PluginLicenseManager, have different Class objects for the type com/atlassian/upm/api/util/Option used in the signature
    at com.atlassian.upm.license.storage.lib.ThirdPartyPluginLicenseStorageManagerImpl$1.call(ThirdPartyPluginLicenseStorageManagerImpl.java:61)

Resolution steps

1. Go to UPM
2. Make sure UPM level is current
3. Uninstall the plugin reporting an error
4. Reinstall the plugin - you may need your license key on older versions of UPM

Service proxy has been destroyed

org.springframework.osgi.service.importer.ServiceProxyDestroyedException: service proxy has been destroyed

Resolution steps

1. Go to UPM
2. Make sure UPM level is current
3. Uninstall the plugin reporting an error
4. Reinstall the plugin - you may need your license key on older versions of UPM

Other OSGI plugin related problems

Resolution steps

1. Go to UPM
2. Make sure UPM level is current
3. Uninstall the plugin reporting an error
4. Reinstall the plugin - you may need your license key on older versions of UPM

Add-on not working after upgrade

The add-on failed to enable. org.osgi.framework.BundleException: Unresolved constraint in bundle

Add-on will not enable - unsupported version of Java

If you have an error in your application log like: Unsupported major.minor version 51.0. It means your server is running with Java 1.6 and needs Java 1.7. All recent add-ons require Java 1.7 - see Compatibility for more information. Look in your System Information screen and verify the Java version the server is running.

Table problems

Tables missing Common table capabilities expected from Advanced Tables for Confluence, SQL for Confluence, or similar add-ons. 

 Resolution Steps

1. Go to UPM and look for the Table Library for Bob Swift Add-ons as: Bob Swift Software - Table Sorter Library or Bob Swift Atlassian Add-ons - Table Library.

2. Make sure it is enabled! If not, enable it!

Installation Tips