Cannot enter new licences for add-ons as the add-on details collapse within seconds

Stephanie S.

Hi Mirek,

 

my previous question was not answered but I could not continue the thread :-(

 

So here again my question with more input!

I am encountering issues when having renewed licences for add-ons within our Jira instance.

I go to manage add-ons and expand the according add-on details, the details expand shortly, approximately 3 seconds and then collaps again. With this I cannot enter the new license purchased.

This behaviour is consistent over all add-ons in the menu and with all browsers used!

 

Any ideas?

Earl McCutcheon

Hi @Stephanie S. ,

Thanks for reaching out, and this behavior on the surface defiantly sounds like something is disrupting the browsers ability to expand the option.

As you already Checked different browsers as a great first step, next I would suggest running through the following Browser troubleshooting guide that suggest a few different tests to look at the browser + some network settings to help narrow this down further under the "Indispensable tests" section:

• Atlassian: Browser Troubleshooting Guide

If the above KB does not find anything, and with a warning note on this step, Do not upload this file here into the public forum as it will contain detailed information about the instance from the page load and would more than likely contain your license keys and SEN numbers because of the location being the add-on management screen, but you should create a HAR file and run it through a HAR-analyzer tool to see if you can spot any specific errors on the page load, the following KB article give a walkthrough on how to do this and gives suggestions on what to look for:

• Generating HAR files and analyzing web requests

If you find any explicit errors please share the output after obfuscating any sensitive data points from the output.

Also check the Jira Server logs to see if a backend error is being triggered that could give us any additional context.

Regards,
Earl