Unable to install app: We ran into a little trouble

[rmurphy]

We have the Jira Cloud (Free version). I'm trying to install "Exalate Classic Connector for Jira" but get the error "We ran into a little trouble: Unfortunately we're unable to process your request. Please retry again in some time" when trying to install. I've tried it a number of times over the last 3 days before logging it with the app developers.

Their response was the it seems to be a license issue, the logs show the following error:

2026-03-31 07:00:23,379 [ERROR] from application.services.jcloud.JCloudLicenseService in application-akka.actor.default-dispatcher-5 - Unexpected error while checking tracker license.

They advised us to contact Atlassian to get a new trial license.

[Shalini Pradhan]

Hello @rmurphy ,

Good day! Welcome to Atlassian Community :)

Can you share your cloud site URL, so that I can check the license for this app in the backend?

Thank you

[rmurphy]

Hi Shalini,

It's https://datapac-team.atlassian.net/

I think the issue might be that Exalate was installed and uninstalled previously without running a trial because our partner wasn't ready to synch!