Technical info
- Anna Ciepłota
- Magdalena Żaczek
- Piotr Koszela
Table of contents
Reporting procedure - fine-grained logs
If you are experiencing issues with any of our applications and wish to help us diagnose them faster, please follow the steps below before submitting a report to our Support.
If you're not a technical user, nor do you have Jira administrator's permissions, reach out to someone who has the permissions and ask them to:
Set the logging level to fine-grained.
Reproduce the issue.
If you managed to reproduce the issue, return to the troubleshooting section and click Download.
Revert to Warnings only - logging level.
See the video for more information:
Gathering thread dumps
If your BigPicture website or Boxes are loading slowly and you would like our Support to diagnose this issue, it is recommended to generate a thread dump file.
A thread dump file will provide essential information on the processes and threads currently running within the Java Virtual Machine and help our Support solve the issue faster.
Follow the steps described below.
Open your BigPicture in two different tabs (one of them will be needed to go to the technical settings and the other to reproduce the issue).
From the first tab, navigate to BigPicture > App configuration > Advanced > Technical Info.
Go to the "Support data" section and click "Generate thread dumps".
Set "Number of generated thread dumps" to "10" and "Sleep time between each thread dump generation" to "1".
Click "Download" and immediately switch to another tab to reproduce the issue.
From the second tab, reproduce the issue you have encountered before.
Once you reproduce the issue, you need to wait until the file is downloaded.
Now, you can attach the downloaded file to your Support ticket.
See the video for more information:
Gathering profiling
In case of slow page loading, it is recommended to download a profiling file. It will help our Support detect the issue faster.
Profiling provides essential information about the code's performance.
Follow the steps described below.
Open your BigPicture in two different tabs (one of them will be needed to go to the technical settings and the other to reproduce the issue).
From the first tab, navigate to BigPicture > App configuration > Advanced > Technical Info.
Go to the "Profiling" section.
Set "Event type" to "Wall" and define how many seconds you need to reproduce the issue; 30 seconds should be enough.
You need to reproduce the issue during the countdown. If you need more than 30 seconds to reproduce the issue, define it in the "Profiling time seconds" field.
Click on the "Profile now" button.
From the second tab, reproduce the issue you have encountered before.
Once you reproduce the issue, switch to the previous tab and wait until the countdown ends.
The file will be downloaded automatically.
Now, you can attach the downloaded file to your Support ticket.
See the video for more information:
This section does not apply to Jira Cloud users due to the nature of Jira Cloud hosting.
More information on the differences between cloud and server versions of the App can be found here.
This section allows you to perform basic troubleshooting actions or (whenever required) extract information that you can later send to the Support Team.
If you've encountered any issues with the App and the problem persists after updating to the latest version, please contact our Support Team via our ServiceDesk, providing as many details describing the error as possible.
Please remember that the more details we have on the issue, the higher the chance that we will be able to help you resolve it in the first reply. We are always more than happy to receive screenshots showing the problem, preferably with highlighted areas where the problem occurs.
Along with the above, we need you to send us information on the version of Jira you are currently using, the version of our application (if you are not using the latest release) as well as the fine-grained logs.
Security and access
Only Jira administrators can access this page.
Click the "wrench" icon at the top right and select "Advanced" from the drop-down list. Next, go to the "Technical info" tab.
Technical info and Troubleshooting
Feature | Description |
|---|---|
Download all locks data | Generate locks report to identify performance issues. |
Download all cluster lock data | Generate locks report to identify performance issues for Data Center clusters. |
Release all clusters locks | Release all locks on all Data Center clusters. In Jira Data Centre, some operations require a lock to be placed across all nodes for operations that should only be operated on one node at a time, for example, taking a backup of the index. Info: While releasing the locks might resolve the performance issues on your instance, this information must identify the root cause of the problem and do not release the locks before contacting the Support Team. |
Release current node cluster locks | Release the current node's cluster lock. |
Show Integrity che |