Administration or Technical issues

[David Karapetyan]

Hello,

I am using Jira Cloud Free and I’m experiencing multiple issues in Admin Hub.

1) When I try to export Audit Logs, the exported file is empty, even when I clear all filters and select a wide time range (last 7 days / all events).

2) I sometimes receive errors such as:
- “The request has been rate-limited. Please try again later.”
- “500 Internal Server Error” when accessing Admin Hub features.

My site:
 https://xxxx.atlassian.net

Error details:
- Error type: The request has been rate-limited
- Log reference: cf80ae66-3e81-4abd-b029-cf8398c41992
- TraceId: 7c22ab188a2d46b9873d210a254fffc4

Could you please confirm whether this is a known issue or a limitation of the Free plan, and how I can properly access or export audit logs?

Thank you.

[Trudy Claspill]

Hello @David Karapetyan 

Welcome to the Atlassian community.

1) When you view the Audit Log in the Admin hub, do you see any entries? As stated on the screen:
"Guard
Quickly investigate user access changes
The audit log is an Atlassian Guard feature. To see audit log activity, you need to have an Atlassian Guard subscription."

Do you have an Atlassian Guard subscription? If not there will be no entries in the Audit log and nothing to export.

2) What are you trying to do when you get the rate limiting message? Have you tried to do something (like export the audit log) multiple times in quick succession?

Which features are you trying to access when you get the Internal Server Error?

[David Karapetyan]

Hi @Trudy Claspill 

Thanks for your response.

1. I do not currently have an active Atlassian Guard subscription. When I open Security > Audit log, I see a prompt to start a free trial and no audit entries are shown. That explains why the export file is empty.
2. I am not intentionally doing repeated exports. My main goal is to open Jira and access my board to view and manage tasks. However, I sometimes receive the rate-limiting message and a 500 Internal Server Error when navigating in Admin Hub or returning to my Jira board.

The primary issue I want to solve is that I cannot reliably open my board to see tasks.

Best regards,
David

[Trudy Claspill]

Thank you for that additional information, @David Karapetyan .

If this is a sporadic problem, when it occurs you might want to check the Atlassian Status page to see if there is an active incident that could be impacting your Jira or the Admin hub.

https://status.atlassian.com

Since this is a user community, where users help users, we don't have access to check any backend information for your instance. If you were on a paid subscription I would recommend you open a support case with Atlassian, but that is not available to you when on a Free subscription. So I am going to flag your post here to raise it to the attention of Atlassian team members. They should respond within 2 business days.

[David Karapetyan]

Hi @Trudy Claspill ,

Thank you for flagging this and for the guidance.

I will keep an eye on the Atlassian Status page when the issue occurs and appreciate you raising this to the Atlassian team. I’ll wait for their response.

Best regards,
David