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Technical info and Troubleshooting

FeatureDescription
Show cache stats

Show the number of entries in different caches.

This reports the cache statistics information and is required in case of occurring performance issues.

Show case providers infoShow all the cache providers.
Clear cache

Clear the apps cache which will result in full synchronization of all the Programs.

Most of the problems with outdated information which can cause errors can be resolved by clearing the cache.

Clear permissions cacheClear the apps permissions cache in case the change in permissions is not recognised by the app.
Download all locks dataGenerate locks report to identify performance issues.
Download all cluster lock dataGenerate 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 the 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.

While releasing the locks might resolve the performance issues on your instance this information is required to identify the root cause of the problem hence do not release the locks before contacting Support Team.

Release current node cluster locksRelease current node's cluster lock.
Show Integrity checkerIntegrity check is the process of comparing the current state of stored data and/or programs to a previously recorded state in order to detect any changes.
Fix integrity errorFix the identified integrity errors.
Lock loggingEnable / disable the lock logging.

Basic troubleshooting

This section allows you to perform basic troubleshooting actions or (whenever required) extract information which can be 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 (or by sending an e-mail to: support@softwareplant.com) providing as many information describing the error as possible.

Please remember, that the more detail we have on the issue, there's a higher chance that we will be able to help you resolving it in a first reply. Therefore, we are always more than happy, when receiving screenshots pointing to the problem, possibly with highlighted field where the defect occurs.

Along with the above we would need you to send us information on the version of Jira which you are currently using and (if by any means you were unable to make an update to the latest release) version of our application as well as the  Fine-grained Log.

FeatureDescription
Detailed logging

There are three logging levels which specify the amount of information which will be stored in our application's logs. :

      • Warnings
      • Information and warnings
      • Fine grained

Any information logged here may be crucial when investigating app's errors, therefore when reproducing an error always set it to 'Fine-grained' level.

Support dataSend logs to our Support Team directly using the app or download the logs or via our ServiceDesk or by sending an e-mail to: support@softwareplant.com
Logs button on app screensEnable / disable the send and download logs button on error notifications.
Feedback button on app screens

Enable / disable the feedback button which found in the right-bottom corner of the screen.