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

Troubleshooting front-end performance problems

Please execute these steps using the incognito tab of your browser in case you are experiencing problems with loading pages in BigPicture plugins.

Data has to be recorded during problem reproduction! 

  1. Start recording data.

  2. Reproduce the problem (when data is being recorded).

  3. Stop recording data and download the file.

See a video example of how to extract a Network analysis file

Step-by-step guide for Chrome browser.

Please bear in mind that improper handling of browser console data such as HAR files could potentially cause a security threat if such data is intercepted by a third-party agent. The data contained in such a report could be used to log in to your Jira/BigPicture system and impersonate you and/or view your sensitive data (not only the data captured in such a file). It is essential to make sure only authorized parties handle such files.

Network analysis - HAR file

  1. Open the Dev Console tool (F12 on a PC or ⌘+⌥+i  on a Mac).

  2. Go to the Network tab in the Dev Console.

  3. Choose the XHR tab.

  4. Refresh a page and reproduce the issue.

  5. Sort by time (click it twice) to show the longest loading times first.

  6. Right-click anywhere on the list to save the file.

  7. If there are any items marked in red please click on the items one by one and take screenshots (please enlarge the Dev tool window to make the data visible). Share the files in the support ticket.

  8.  

    1. Share the HAR file in the support ticket.

    2. Share the screenshots in the support ticket.

Taking Performance profile

  1. Open the Dev Console tool (F12 on a PC or ⌘+⌥+i  on a Mac).

  2. Go to the Performance tab in the Dev Console.

  3. Click the record button. 

  4. Reproduce the issue while the profile is being recorded.

  5. Please keep the tab open in the foreground until the recording finishes!

  6. Once the page loads (the problem is reproduced) click Stop.

  7. Save profile.

  8. Send us the file. It is a good idea to compress it before sending it.

Problems loading a blank page, a button that is not working, or unexpected behavior while using the plugin

  1. Open the Dev Console tool (F12 on a PC or ⌘+⌥+i on a Mac).

  2. Go to the Console tab in the Dev Console.

  3. Right-click anywhere on the list, "Save as" and attach the screenshot to the support ticket.

  4. if there are any items marked in red please expand (by clicking on the item) and take a screenshot (see above).

  5. In the support ticket:

    1. Share the file

    2. Share the screenshots

Step-by-step guide for Microsoft Edge browser.

Network analysis - HAR file

  1. Open the Dev Console tool (F12 on a PC or ⌥+⌘+i on a Mac).

  2. Go to the Network tab in the Dev Console.

  3. Choose the XHR tab.

  4. Refresh the page and reproduce the issue.

  5. Sort by time (click it twice) to show the longest loading times first.

  6. Right-click anywhere to save the file.

  7. If there are any items marked in red please click on the items one by one and take screenshots (please enlarge the Dev tool window to make the data visible). Share the files in the support ticket.

  8.  

    1. Share the HAR file in the support ticket.

    2. Share the screenshots in the support ticket.

Taking Performance profile

  1. Open the Dev Console tool (F12 on a PC or ⌥+⌘+i  on a Mac).

  2. Go to the Performance tab in the Dev Console.

  3. Click the record button. 

  4. Reproduce the issue while the profile is being recorded.

  5. Please keep the tab open in the foreground until the recording finishes!.

  6. Once the page loads(the problem is reproduced) click Stop.

  7. Save profile.

  8. Send us the file. It is a good idea to compress it before sending it.

Problems loading a blank page, a button that is not working, or unexpected behavior while using the plugin

  1. Open Dev Console tool F12 on a PC or ⌥+⌘+i on a Mac.

  2. Go to the Console tab in the Dev Console.

  3. Right-click anywhere on the list, "Save as" and attach the screenshot to the support ticket.

  4. if there are any items marked in red please expand and take a screenshot (see above).

  5. In the support ticket

    1. Share the file

    2. Share the screenshots

Step-by-step guide for Firefox browser

Network analysis - HAR file

  1. Open the Dev Console tool (F12 on a PC or ⌥+⌘+K on a Mac).

  2. Go to the Network tab in the Dev Console.

  3. Refresh the page and reproduce the issue.

  4. Choose the XHR tab.

  5. Right-click anywhere to save the file.

  6. If there are any items marked in red please click on the items one by one and take screenshots (please enlarge the Dev tool window to make the data visible). 

     

  7.  

    1. Share the HAR file in the support ticket.

    2. Share the screenshots in the support ticket.

Taking Performance profile

  1. Open the Dev Console tool (Shift + CTRL + J on a PC or ⌥+⌘+K on a Mac).

  2. Go to the Performance tab in the Dev Console.

  3. Click the record button. 

  4. Reproduce the issue while the profile is being recorded.

  5. Please keep the tab open in the foreground until the recording finishes!

  6. Once the page loads(the problem is reproduced) click Stop.

  7. Save profile.

  8. Send us the file. It is a good idea to compress it before sending it.

Problems loading a blank page, a button that is not working, or unexpected behavior while using the plugin

  1. Open the Dev Console tool (F12 on a PC or ⌥+⌘+K on a Mac).

  2. Go to the Console tab in the Dev Console.

  3. Right-click anywhere on the list, and export all to a file.

  4. if there are any items marked in red please expand and take a screenshot.

  5. In the support ticket:

    1. Share the file 

    2. Share the screenshots 

Step-by-step guide for the Safari browser

Network analysis - HAR file

  1. Open Dev Console (⌥ + ⌘ + C).

  2. Go to Network tab in the Dev Console.

  3. Choose the XHR tab.

  4. Refresh the page and reproduce the issue.

  5. Sort by time to show the longest loading times first.

  6. Right-click on an item on the left to save the file.

  7. Export to HAR file.

  8. If there are any items marked in red and take a screenshot - please enlarge the Dev tool window to make the data visible. 

    1. Click on an item to expand.

    2. Go to the Headers tab.

    3. Take a screenshot.

    Repeat for all relevant items.

  9.  

    1. Share the HAR files in the support ticket.

    2. Share the screenshots in the Support ticket.

Taking Performance profile

  1. Enable the Developer Menu - in the Browser (Safari Menu> Preferences) and select Advanced Tab. 

    Open Dev Console tool ⌥ + ⌘ + C.

  2. Go to the Timelines tab in the Dev Console.

  3. Click the record button. 

  4. Reproduce the issue while the profile is being recorded.

  5. Please keep the tab open in the foreground until the recording finishes!

  6. Once the page loads (the problem is reproduced) click Stop and Save profile.

  7. Send us the file. It is a good idea to compress it before sending

Problems loading a blank page, a button that is not working, or unexpected behavior while using the plugin

  1. Open Dev Console (⌥ + ⌘ + C).

  2. Go to the Console tab in the Dev Console.

  3. Attach the screenshot to the support ticket.

In case you are experiencing more complicated issues or having problems following the instructions please contact our helpful support using the customer portal. Our team will be more than welcome to assist.