Meet the new BigPicture navigation
A faster, smarter, and more intuitive way to work is here. We’ve redesigned BigPicture navigation to give you a smoother experience and better access to what matters most.
→ Discover what’s new, explore key improvements, and review feature name updates on the New navigation page.
→ The rollout will happen gradually, and the previous navigation will be retired in September 2026.
When?
If you are experiencing problems preventing our plugin from starting, please follow these guidelines to extract the Jira Support zip that we can analyze while troubleshooting.
The procedure
Go to: Jira Administration >> System >> Logging and profiling
Mark the logs with something like "Logs for BigPicture support". This helps the team find the relevant logs easily so please do not skip this step. Thank you
Find the "configure logging level for another package" link, click it, and set the "DEBUG" level for "com.softwareplant" package see the screenshot:
Try to reproduce the problem(depending on your specific case it can be reinstalling the plugin etc..) Our helpful Support staff will provide more detailed guidelines in that respect.
Download the log from: Jira Administration >> System >> Troubleshooting and support tools >> create support zip
Please consider limiting the log file according to the following guidelines:
Finally, attach the extracted file along with the phrase you used for marking the logs and the date you created the support zip so the team can analyse it.
Please remember to switch back to WARN as it impacts performance.
In case your problems are more complex
You are always welcome to contact our support directly.
Need support? Create a request with our support team.
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