Issue collector sometimes not working, trying to track down possible causes

[Emma Pease]

We've had an issue collector embedded on a couple of websites that has been working fine for several years; however, in the last few weeks it has sometimes not been working (the form does not show up or, in one possible case, the form was filled in but it never showed up as an issue in Jira).   Any thoughts on what might be going on?   We haven't been able to really get diagnostics on it on our side.

Also do people have suggestions on alternative means?  

[Brant Schroeder]

@Emma Pease Have you updated Jira recently?  

[Emma Pease]

We're in the cloud.

[Brant Schroeder]

Sorry should have been clearer, any app updates?   

Are the individuals who are having issues regular users of the issue collector?  If yes, have they cleared their cache to see if that resolves the problem?

[Emma Pease]

It seems to be systematic.   In other words if one person reports the problem, other people usually have the same issue including us (admittedly the form doesn't get much action and for most people it is likely the first time using it) and then the problem vanishes.  Clearing the cache seems to do nothing.  I'm waiting for the next time it happens to see if I can get more diagnostics from the browser console. 

[Brant Schroeder]

@Emma Pease Ok that makes more sense.  Sounds like it might just be something with your instance.  Since you are on cloud I would submit a support issue to Atlassian here so they can look at your instance https://support.atlassian.com/contact/