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Bigpicture loading crashed

Sanu Soman

Hi,

As part of JIRA version upgrade we have done BigPicture upgrade from v7.9.5 to v8.1.4 and then getting error "BigPicture upgrade crashed" .

As per my understanding BigPitcure ideally doesn't support on weekend so anyone know their contact details to reach out for weekend support?

Thanks,

Accepted answers

All comments

Sanu Soman

Open vendor ticket - https://jira.softwareplant.com/plugins/servlet/desk/portal/1/SUPPORT-369302
but no response till now.

@Anna-BigPicture - Could you please help?

Sanu Soman

@Tomek-SoftwarePlant @Patryk-SoftwarePlant @Patryk-SoftwarePlant

Could you please help?

Anna-BigPicture

Hi @Sanu Soman

Indeed, BigPicture technical support is available 5 days per week, from 6 AM to 10 PM CET.

I've reviewed your support ticket, and it looks that the upgrade was successful the second time. Could you please confirm that the issue was resolved? Thank you!

Sanu Soman

@Anna-BigPicture Hi, thanks for your reply.
yes, noticed and updated back on the ticket.

FYI - Everything looks good from our side as well after upgrade.

Thanks,

Sanu P Soman

Nadav Levi_cnlgej

Hi @Anna-BigPicture

We just purchased Big Picture and are experiencing the same issue.

Thank you

Anna-BigPicture

Hi @Nadav Levi

I am sorry for the inconvenience caused.
Please reach out to our Technical Support via Service Desk, sharing with us Jira Support logs to speed up an issue diagnosis.

The BigPicture Team will provide you with a solution in a timely manner.

Atlassian 29495

Hi @Anna-BigPicturewe're running Jira v8.5.1 and BigPicture crashes daily, possibly hourly depending on load etc. This behavior can only be fixed manually (reset) and IMHO is completely inacceptable in production/corporation environment from either sides of softwares.

Unfortunately I do not have deeper access to logs etc. and we cannot update our systems as fast as the normal cycles suggest due to long-term licensing etc.

What else can be done?

Regards

Anna-BigPicture

@Atlassian 29495, the situation you described requires further investigation by our technical team. Therefore, please raise a ticket via our Service Desk. Regarding Jira support logs - please get in touch with your Jira Administrator.

Atlassian 29495

Has this been fixed in the meantime?

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