Installation of ProScheduler and/ or BigPicture App is not working

[Lena Jung]

Hello,

I would like to install the ProSchedular and/ or the BigPicture App into my Jira Instance. But I constantly get an error message for both apps. The app has been installed in this instance before, but was canceld a while ago. Now I want to reinstall it. 

I have another instance in Jira, there the apps can be installed. 

Anbody here, who could give me a tipp how to get these apps installed?

Many thanks in advance :-) 

Best,

Lena

[Liam - DevSamurai]

Welcome to the community @Lena Jung 

I'm Liam from the development team of ProScheduler.

Could you share more details of the error message you've got (a screenshot of it would be great)

Also, you can try to install the apps with another browser to see if it works; sometimes it's a cache issue.

[Lena Jung]

Hello Liam,

thank you very much for your reply!

I tried with another browser, but received the same error, unfortunately,

Screenshots you can see in my comment below.

Best,

Lena

[Liam - DevSamurai]

I found several explanations for your attached error message.

This particular error most commonly appears when the person trying to subscribe to the app doesn’t have billing admin rights on both invoice groups involved:

• The invoice group of the original (parent) product (like Jira)
• The invoice group of the app (like ProScheduler or BigPicture) itself

To fix this, please follow these steps:

1. Make sure you are a billing admin for both:

   • The app’s invoice group, and

   • The parent product’s invoice group (e.g., Jira or Confluence).

2. You can check and update your billing permissions here:
   https://admin.atlassian.com/billing 

3. After confirming that you have the correct permissions for both invoice groups, try subscribing to the app again.

If the issue continues, feel free to share more details and I’ll be happy to help!

[Trudy Claspill]

Hello @Lena Jung 

Welcome to the Atlassian community.

What error are you getting?

When you had it installed previously did you use it just for a trial or did you subscribe and pay for it?

Are you trying to install it now for a trial, or are you trying to get a paid subscription?

[Lena Jung]

Hello Trudy,

thank you very much for your reply! 

I attached images of the notifications I am getting

1. Processing Notification

2.

We use Jira in the free version, so with less than 10 users. So when we previously had the app installed, it was for free as well. I also had the idea, that the error might occur, because we already had the version installed as trial, but there is also no option to pay for it, even if I wanted. Plus, I tried to install another app (BigPicture), which we never had installed before and received an arror as well. 

[Trudy Claspill]

I have not run into this problem before, but found a few suggestions in my internet searches.

1. Make sure that the person who is trying to install the app has the right permissions to install apps. If the same problem is happening for apps that have never been installed on your site, it could be a permissions issue.

Refer to this documentation for information about the roles that have permission to manage/install apps. Note that there are two types of user management experience and the admin roles differ between them. Make sure you are looking at the documentation for the user management experience for your Organizations.

https://support.atlassian.com/user-management/docs/what-are-the-different-types-of-admin-roles/

2. If you don't have any billing information entered for your Jira subscription then try entering some, and then try installing the app again.