Error when viewing Jira Board.

[Martin Quigley]

Something went wrong on our end

If this keeps happening, share this information with your admin, who should contact support.

Hash 15TMG3P
Trace 7b285a6793564842a3f1a6775014ea66

Can anyone help with this?

[Alexandre Pezzini]

The "Something went wrong" error with a specific Hash and Trace ID typically indicates a transient failure or a conflict in the browser's session data.

To resolve this, please follow these basic troubleshooting steps:

1. Check the Atlassian Status Page

Before troubleshooting locally, verify if there is an ongoing service disruption affecting Jira Software. You can check the real-time status here:

• Jira Software Status

2. Basic Troubleshooting Steps

If the status page shows all systems are operational, try the following:

• Hard Refresh: Press Ctrl + F5 (Windows) or Cmd + Shift + R (Mac) to force the browser to reload the board and bypass the local cache.

• Incognito/Private Window: Open the board in an incognito window. If it works there, the issue is likely caused by a browser extension or corrupted cookies.

• Clear Browser Cache: Clear your browser's cache and cookies specifically for your Atlassian site.

• Check Board Filters: Sometimes a complex or broken JQL query in the board's Saved Filter can cause the board to fail to load. If you are an admin, try verifying the filter under Board settings > General.

3. Next Steps for Admins

If the error persists after the steps above, your Jira Administrator should Atlassian Support. When raising the ticket, be sure to provide the following details from your error message:

• Hash: 15TMG3P

• Trace ID: 7b285a6793564842a3f1a6775014ea66

These IDs are unique to your session and will allow the support team to locate the specific error in our internal logs to identify the root cause.

[Martin Quigley]

Hi none of these ideas worked.  All my other boards are fine.

I can't contact help as I'm on the free version; when you go through the options, it says just post your issue here.

But thank you for trying. 

[Martin Quigley]

It seems I can't submit the bug because I'm on the free tier.

[Tomislav Tobijas]

Hi @Martin Quigley ,

On top of what Alexandre shared, you can ask your admin to check if, potentially, the board lost it's location. 🤔
We stumbled upon this scenario after migration, but there are some other cases when you can get to this board state as well.

Apart from that, can other users see this board, or are they also experiencing the same thing?

You could also try navigating to 

https://<sitename>.atlassian.net/jira/boards?contains= 

and see if you can find your board there. 👀

Cheers,
Tobi

[Martin Quigley]

I tried all your suggestions but none fixed my issue.  I can't contact help as I'm on the free version; when you go through the options, it says just post your issue here.

Thanks for trying though.

[Martin Quigley]

An error message also comes up in the bottom right with a red diamond and an exclamation mark:

Something's gone wrong
Try refreshing or navigating to another page.

[Tomislav Tobijas]

Ah, thanks for sharing @Martin Quigley 

It would seem that this is a backend issue then. 

@Alexandre Pezzini any chance you can raise a support ticket and share it with Martin so someone from the tech. support team can take a look at it? 👀

[Alexandre Pezzini]

Workaround for the "Something went wrong" error

Since this error (with the Hash and Trace ID) often points to a corruption in the board's specific configuration or metadata, a very effective workaround is to create a new board based on the same data. This essentially "resets" the view.

How to do it:

1. Go to Boards (in the top navigation) > View all boards.

2. Select Create board.

3. Choose the same type as your current one (Scrum or Kanban).

4. Select "Board from an existing saved filter" and search for the filter used by your original board.

5. If the new board loads correctly, you can simply move your work there and delete the old, "stuck" board.

@Tomislav Tobijas 

Regarding the request to open a support ticket for the user:

While we understand this is a frustrating technical blocker, Atlassian Cloud Free plans are not entitled to direct technical support.

According to the official Atlassian Support Offerings | Atlassian Support | Atlassian Documentation, the Free plan is designed for small teams and includes access to:

• Self-help resources (Documentation and Knowledge Base).

• The Atlassian Community (where we are now!).

• Public Bug Trackers (jira.atlassian.com).

Direct "one-on-one" technical support (the ability to have an engineer investigate specific Trace IDs in internal logs) is a feature bundled with Standard, Premium, and Enterprise paid subscriptions.

What the user can do:

• Try the "New Board" workaround mentioned above.

• Upgrade to a Standard Trial: If this is a critical issue, the admin can temporarily upgrade the site to a Standard plan trial. This will immediately grant the site "Support Entitlement," allowing them to Atlassian Support so our team can investigate the backend logs.