This section does not apply to Jira Cloud users due to the nature of Jira Cloud hosting.

More information on 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.
  • To view this page go to Jira administration > Manage apps > BigPicture  (or BigGantt) > Technical configuration.


 Click here to expand...

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 cache providers info

Show all the cache providers.

Clear cache

Clear the App's cache, which will result in full synchronization of all the Programs - it triggers a recalculation.

Most of the problems with outdated information which can cause errors can be resolved by clearing the cache.

Clear permissions cacheClear the App's permissions cache in case the change in permissions is not recognized 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 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 must identify the root cause of the problem and do not release the locks before contacting the Support Team.

Release current node cluster locksRelease the current node's cluster lock.
Show Integrity checkerThe integrity check is the process of comparing the current state of stored data and/or programs to a previously recorded state to detect any changes.
Fix integrity checker errorsFix the identified integrity errors. The most common problem resolved by fixing integrity errors is when the App revers date fields mapped as start/end dates once they are cleared.
Lock loggingEnable/disable the lock logging.
Maximum tasks to loadSpecify the maximum number of tasks in each Box scope. There is no maximum limit.
Synchronization time intervalSystem job checking and synchronizing changes made in Jira (a process known as partial-sync) are configurable. The allowed time interval is 1-10 seconds. 
Thread dumpA log informing about the processes and threads currently running within the Java Virtual Machine. Used in solving support tickets, in particular, in diagnosing performance problems.
You can download such logs directly from the Technical info section of the BigPicture Advanced configuration. Simply click the "Generate thread dumps" button to download the thread_dump.log file.

Basic Troubleshooting

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 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 Log.

FeatureDescription
Detailed logging

Three logging levels specify the amount of information that 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 a "Fine-grained" level.

Support dataSend logs to our Support Team directly using the app or via our ServiceDesk.
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 found in the right-bottom corner of the screen.

Reporting Procedure

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:

  1. Set the logging level to fine-grained.
  2. Click the Clear cache and Fix integrity error buttons.
  3. Reproduce the issue.
  4. If you managed to reproduce the issue, return to the troubleshooting section and click Download.
  5. Revert to Warnings only - logging level.

See the video for more information:

Performance

Set the maximum number of tasks that a single Box can hold to limit BP's performance impact on your Jira instance. The default value is 100,000 tasks, and there is no maximum limit.

For more information, see our BigPicture Sizing Guide.

The performance can also be improved by increasing the synchronization time interval.