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Cannot install addons

Mark Murawski

The Jira Cloud site we have is broken (cannot install addons) and we are unable to submit an issue to tech support!!

What???

We're planning/testing our Jira migration and have Jira Cloud Free right now, but it's broken. How do we contact support?

When trying to install an app that's needed for our migration, we get:

We already have about 15 addons installed with no issue. Now we're at some sort of maxumum and cannot install any more? Or the addon install system is maybe just broken completely?

Accepted answers

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Marc -Devoteam-

HI @Mark Murawski

You are mentioning you are testing a migration, so you have another Cloud of on-prem instance correct?

If this is not free, you should still be able to contact Atlassian Support, just don't select you free tier instance, but mention it when submitting a request.

https://support.atlassian.com/contact/

Mark Murawski

Thanks!

Yeah we have another product, but we have Jira Server that we paid for. The support page does not allow to get any kind of technical support for bugs.

Marc -Devoteam-

HI @Mark Murawski

Go to the link I provided, choose for DC product and enter your SEN in the summary and description mention the Cloud instance and that you are executing this as part of your migration path.

Atlassian will provide you with support, as they will sure be able to help you to move to Cloud.

Mark Murawski

Yeah this dosn't work. It does not take our SEN for Jira Server

Andy Heinzer

Hi @Mark Murawski

From looking at the details about your site, it looks like your site has a subscription to that JMCF app already, but it doesn't look like that app is installed to your site right now. I created a support case on your behalf for this over in https://support.atlassian.com/requests/JST-1053193/

Andy

Mark Murawski

Thanks for creating the request!

This was quite helpful. Looks like there is a mismatch in our status on the jira cloud portal.

They found that the addon was actually already installed, but for some reason it wasn't showing up properly in the marketplace.

The situation is:
The addon is showing the 'try now' button on the listing, instead of the normal 'get started' button you would see if the addon was already installed.

So, there's an internal state problem with our addons list. Atlassian is saying it's already installed, but we don't have access to it in our apps portal.

Andy Heinzer

Hi @Mark Murawski

Sorry to hear this isn't resolved yet, I understand there is a disconnect here. I have re-opened this case and reached out to the CA team to help here.

Andy

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