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!

[Shalini Pradhan]

Hello @rmurphy  ,

Good day! Upon checking I can see the license for Exalate is deactivated. Also, this app was earlier activated in the past and it got deactivated due to non-renewal.

To reactivate the marketplace app, you will have raise a support ticket so that the concerned billing team can verify , and reactivate the Exalate Classic Connector for Jira

Thank you

[Kevin Yorston - Exalate]

Hi @rmurphy 

My name is Kevin and im the Services lead on Exalate.

I would also recommend raising a support ticket with Exalate, since the app was installed previously there is a chance that the Exalate instance is archived and even after the installation is successful you might not have full access to it. 

So I would recommend creating a ticket with Exalate to make sure that its ready to install from our side once Atlassian has solved the issue. 

Best,
Kevin