Support for Atlassian Server Products (and apps like BigPicture) is ending in February 2024.

Are you planning a migration to Cloud? Make sure you don't lose your BigPicture data/configurations in the process. Check out this page for information on how to migrate BigPicture's data to Cloud. If you have any questions please email support@appfire.com

High memory usage is observed

In case of contacting our Support Team via our portal or e-mail for the first time, please remember to:

  • Describe a problem in detail.

  • Collect the required data (described below) and attach it to the request.

  • Provide an exact timestamp when a problem occurred.

If you have contacted the Atlassian Support Team regarding performance problems before and have a preliminary analysis, let us know and add our Support Team to that ticket. 

Problem:

A database administrator observes high memory usage or OutOfMemory errors in logs. 

Required data to collect and send to the Support Team:

  • Heap dump - the size of such a file is large, so you need to compress a file. Our Support Team will provide you with a link to Dropbox where you can upload a compressed file.