Spinning wheel when trying to access automation

[Raymond Soltes]

Im new to Jira, using free version of Jira software in the cloud and when I try to access automation I get a spinning when that does not go away

[Andy Heinzer · Accepted solution]

Hi everyone,

Just wanted to follow up here.  We found that the Cloud site in question here was renamed at some point.  It appears that the Automation app was still attempting to make web requests back to that original hostname.  Normally those are automatically being redirected to the current Cloud site name.   For some reason, that did not happen here.

Our solution in this case was to remove the Automation app, and then reinstall it.  After that automation appears to be loading correctly in that Jira site.

Sorry for the inconvenience here.  Glad to see this is working correctly now.

Andy

[Andy Heinzer]

Hi @Raymond Soltes 

I took a closer look at your site, and I think I found a potential misconfiguration that could account for this problem.  I can see that your account is a member of the site-admins group, but your account is not a member of the jira-software-users group.  That latter group is the default group to give you product access to Jira Software.  More details in Update product access settings.

Basically, what I think is happening is that you can still login to the Cloud site because you're a site-admin, but your account is not currently consuming a license seat for Jira Software.  This could explain why the account is unable to access the automation feature. Try adding your account to the jira-software-users group, per the steps in Give existing users product access.  If my hunch is correct there, this will then allow that user to fully access the automation features here.

Andy

[Raymond Soltes]

Hi Andy, sorry it did not correct the problem

[Andy Heinzer]

Hi @Raymond Soltes 

Sorry to hear about this problem.  I understand that your account appears to be unable to use automation within Jira Cloud, but that using another account appears to work correctly.

I suggest trying to use an incognito or private browser session to see if you can login to that and see if this problem persists with your first account.  If this works, then it tends to indicate to me that there might be something wrong with a cookie or cache in your browser.  If that is the case, you can clear the browser cache and cookies relating to Atlassian as a means to potentially resolve this.

If using the incognito window does not help, then clearly cookies/cache probably won't help either.  In that case, I would want to make sure that this account is a member of the same groups as the other working account.  It could be that automation is preventing that account from using its features if it believes there is some kind of permission check.

Should the accounts have the same permissions and this problem persists, I would be interested to see if you can generate a HAR file when this happens.  This can potentially tell us more about what your browser is seeing/doing when trying to load this page.

Regards,

Andy

[Raymond Soltes]

I Andy, thanks for the response I have tried as suggested using incognito mode as well as logging in for another machine.  I get the same results, additionally I have tried IE, Chrome, and firefox.

As for the 2 accounts both are owners of their respective jira accounts

I do not see where I can attach the Har.log to this thread but I do have it available.

To be completely honest the VizmegOh account can be completely destroyed and I can start over with very little effort.

Lastly if I had to guess the only thing that I can think that I did was to modify the Jira auto created simplified workflow before noticing the warning not to modify it

[Daniel Ebers]

Hi @Raymond Soltes

is this still happening to your instance? If so, please inform us here. We then can try go get somebody from Atlassian to chime in to help on sorting out this matter.

Regards,
Daniel

[Raymond Soltes]

Yes there is no change

[Daniel Ebers]

I try to get some help. Please post back here in 2-3 days in case you did not receive feedback.

[Raymond Soltes]

Well nothing :(

in trying to troubleshoot this myself I created a new Jira account using my personal email and the automation is working

There is nothing in my work Jira account I need so how do I just delete it and start over

[Benjamin]

Hi @Raymond Soltes . I just check my instance and it is fine. Do you get the same issue if you use another browser or computer? If it still has issue, contact support.

Both the current and legacy automation pages came up fine for me 

[Raymond Soltes]

Hi Benjamin, thank you for the response, yes the same thought crossed my mind and it is the same from my home PC in all 3 major browsers

[Benjamin]

@Raymond Soltes - Definitely something particular to your instance. Contact Atlassian support. They should be able to get you up and going. I have tried on both my free and paid instance and it's ok. 

[Raymond Soltes]

Sadly running free version no support from Atlassina only community

Thanks for the response