Execution page for test case looks 80% empty, due to a white overlay

[Iris Andersen]

I am using Jira cloud with Zephyr squad that was updated to 9.0.0. Essential and after that there has been various issues.

One that came after a few days is that the execution info of the test case including the execution steps look to be gone. However, I noticed that I have a scrollbar at the right that allows me to see everything, in the 20% part of the window, the rest of the window is white. I click on the bell symbol in the upper right corner and the window showing did also hide behind the this 80% white area. 

Anyone, seen something similar and know how to fix it?

I am not able to change the size of the upper part of the window, it is just blocked by this white area. i can zoom in and out, but I do not manage to see more, the white area just take up more or less of the screen. It scales with zoom.

I tried Edge and Chrome.

[Germán Morales _ Hiera]

Hi @Iris Andersen, the symptom you describe (80% of the panel blank, working scrollbar inside the 20% strip, the notification bell hidden behind the overlay, persisting in both Edge and Chrome, and the overlay scaling with browser zoom) usually points to the Zephyr iframe rendering but failing to fetch the execution details, rather than a browser-side glitch. The fact that it scales with zoom is a giveaway that the overlay is part of the app's own DOM, so cache and browser are unlikely to be the root cause.

Quick clarification first: versions like 9.0.0 belong to Zephyr Essential Data Center / Server. On Jira Cloud the app is a Connect app (migrating to Forge) and does not use that numbering scheme. Can you confirm you are on Cloud (your post says so but the version label is unusual)? If it is actually DC, the troubleshooting path is quite different.

Assuming Cloud and a recent app upgrade, there are three things worth checking. SmartBear has documented these as common causes when Test Details or execution steps come up empty after an upgrade:

• Global permissions for atlassian-addons-admin. Go to Jira Settings > System > Global permissions and confirm the atlassian-addons-admin group has the Jira Administrators permission. Then in User management confirm the technical user Zephyr for JIRA Cloud belongs to that group. If those permissions were tightened at any point, Zephyr cannot read or write the execution payload and the panel renders empty.
• Issue Security Level on the project. If the project has Issue Security configured, the Zephyr for JIRA Cloud user has to be added explicitly to the security level under Project settings > Issue security. Without that, the Zephyr panels do not render for issues protected by the scheme.
• Disable and re-enable the app. From Apps > Manage apps, disable Zephyr Essential and enable it again. This forces a token and permission resync against your site, which often fixes UI panels that broke during an upgrade.

One more thing worth checking from your side: open DevTools (F12) on the broken execution page, look at the Console and Network tabs, and see if the Zephyr iframe is throwing 401 / 403 against prod-api.zephyr4jiracloud.com or returning HTML where JSON is expected. That tells you fast whether this is a permission issue (the three checks above) or an app-side outage.

If none of the above clears it, this lands squarely on the vendor side. Open a ticket directly with SmartBear from the Zephyr Essential listing on Marketplace using the Support link. They can correlate the install with the exact 9.0.0 build that landed in your site, and from their logs they can tell whether the iframe is failing to authenticate or the execution endpoint is returning stale data.

Hope this narrows it down.