App fails to install with PRODUCT_ALREADY_ACTIVE message

Question

I had Zephyr Scale already installed and running, but it stopped working saying that the license was invalid. So I tried starting a Free Trial, but only got a PRODUCT_ALREADY_ACTIVE error message. So I tried uninstalling the app and reinstalling (by starting a free trial), and I get an error message saying to confirm payment details and license status.

I checked the response to the http request, and it returns the same PRODUCT_ALREADY_ACTIVE message, with subcode "connect.remote.upm.install.payment.failure.exception".

Earl McCutcheon · Answer

Hello @darkness_s ,

Thanks for reaching out and there is a lot to unpack here and i have some questions and follow up advice of what you can do,

So first off, Are you paying for the license on Zephyr?

If you are the in most cases the vendor should be providing support for the app, as Yes it is still possible to install add-ons, even to the Free tier of Jira Cloud.  However not all add-on vendors are required to support their add-ons on the Free tier and there are compatibility issues with many apps on the free tier, which is most likely why Zephyr referred you to Atlassian for assistance, however Atlassian Also does not provide support for errors in third party apps so this one is a bit of a Grey area and a best efforts case for troubleshooting.

With the Free tier of Cloud there are some architectural differences and limitations, such as project permissions, issue permissions, anonymous access to projects, and more detailed in Jira Cloud plans: What do I get with each plan? Additionally Third party apps generally do not offer extensions to the apps free trial.  So if you are trying to Renew the free trial on zephyr it is most likely not offered which would mean that you would have to upgrade to a paid version of  the app and JIra since the free trial is expired.

I also recommend Limitations in Jira Cloud Free plans.  It contains a current list of some of the popular known add-ons that will not work in the Free service level Jira Cloud sites (Noting Zephyr is not on that list but it does not contain a full list of incompatible apps).

Looking things over though, I am wondering if the Zephyr Scale app once completing the free trial is incompatible with the free tier of Jira, as Some apps might have reduced functionality, and others are completely incompatible within Jira Free tier. This occurs because they utilize features such as permissions that can't be changed in Free tier of Jira and therefore conflict on functionality requirements.

What Did the Zephyr support team tell you about compatibility as for reasoning behind the suggestion to reach out to Atlassian Support?  i.e. did they note that you would need to upgrade the Jira license tier for compatibility or did they note that it should be working even when using the free tier?

Regardless you had also noted:

I don't mind paying for one; I've been trying to start the free trial because that's the option I get on Jira. I don't see a way to skip the free trial, though.

And to get the free tier upgraded to a trial on Jira check out the following Documentaion for more details:

* https://support.atlassian.com/subscriptions-and-billing/docs/manage-your-bill-for-standard-and-premium-plans/

You should be on the "Improved experience" noted in that doc, so  a overview of the steps

* Go to admin.atlassian.com
* Choose your desired Instance URL if the list contains access to multiple JIra instances
* Go to the "Products" tab
* Select Manage Product next to the jira product you want to extend (Software/Servicedesk/core JIra, etc...)
* Select the option "Change Plan"* If there IS an option to "Start Free Trial". * then you can enable the Jira trial
* This will allow testing compatibility of the app with the paid version vs the free version

* If ther IS NOT an option for free trial and it is missing*  it means that you have already claimed the Jira free trial and will need to Either* Select a new license tier to upgrade jira to a standard or premium tier
* OR reach out to support.atlassian.com/contact and create a request under "Billing and licensing" to Request a trial extension for testing app compatibility

Regards,
Earl

Brant Schroeder · Answer

This has been escalated to Atlassian.

darkness_s · Answer

@Brant SchroederYes. Thank you.