3 Hour copy to sandbox is taking over a day

[Bridget Caci]

Hello!

I recently created a new sandbox and selected only 2 JSM projects to copy.  I selected to copy the attachments and it told me it should take 3 hours.  It has been over a day, and the screen in Atlassian Admin shows it is still copying.  One project shows at 100% and the other project shows still in progress.  I did have an active launch sandbox button, but when I selected it, I can only see the completed project.  The in progress project is not listed.

What could cause the copy process to take so much time?  Is there a way to "break" the copy?  I don't see any options to pause or stop.

Appreciate any guidance you can offer.

Thanks!

[Trudy Claspill · Accepted solution]

Hello @Bridget Caci 

Have you opened a case with Atlassian support?

https://support.atlassian.com/contact/#/

[Bridget Caci]

No, not yet.  Is that my only avenue?  There are no troubleshooting steps on my end that I should try?

[Trudy Claspill]

Did you do any searching of the internet for troubleshooting steps? With one query in Chrome Gemini I got the following information (which I have not cross-checked against Atlassian documentation):

[Bridget Caci]

Just to share an update - the copy eventually failed.  I attempted again, this time not selecting the attachments.  The second attempt worked - and worked rather quickly - so there was something in the attachments that caused the delay and eventual fail.  If it happens again, I will open a ticket with Atlassian.

I appreciate the checklist!  I can verify the permissions - I am an org admin; there was no partial completion - the project did not appear in the sandbox for the first copy attempt; we have a limitation on the size of the attachment files, but I will make note of this for the future; and there were no parallel actions - I can confirm no other org admins were attempting to copy to the sandbox at the same time.

I appreciate you taking the time to help me troubleshoot this.  I will make note of the imaged steps if this happens again and I need to reach out to Atlassian.

Thanks!

[Trudy Claspill]

Good to know! Thanks for sharing what you learned!