Unable to Install BigPicture 8.1.12 on Jira 9.12.4 for Upgrade to BigPicture 8.35.0

[Akhmed Mokhamed]

Dear BigPicture Support Team,

I am currently experiencing an issue with upgrading BigPicture on our Jira instance and require assistance. Below are the details of the problem:

• Jira Version: 9.12.4
• Current BigPicture Version: 8.29.0
• Desired BigPicture Version: 8.35.0

Issue Details:

I understand that to upgrade to BigPicture 8.35.0, I must first upgrade to the latest 8.1.x version. Therefore, I attempted to install BigPicture 8.1.12, as it is the latest in the 8.1.x series. However, when I try to install BigPicture 8.1.12, I receive an error message indicating that this version is not supported on my Jira instance.

Steps Taken:

1. I uninstalled the current version of BigPicture from our Jira instance.
2. I downloaded BigPicture 8.1.12.
3. I attempted to install BigPicture 8.1.12 on Jira 9.12.4.
4. Installation failed with a message stating that BigPicture 8.1.12 is not supported on Jira 9.12.4.

Request:

Could you please provide guidance on how to resolve this compatibility issue? Specifically, I need to:

1. Understand why BigPicture 8.1.12 is not supported on Jira 9.12.4.
2. Identify any possible workaround or alternative version of BigPicture 8.1.x that is compatible with Jira 9.12.4.
3. Receive any instructions or assistance needed to successfully upgrade to BigPicture 8.35.0.

Your prompt assistance in resolving this matter would be greatly appreciated as it is critical for our project management processes.

Thank you for your support.

Best regards,

Akhmed Mokhamed

[Akhmed Mokhamed · Accepted solution]

I have found the solution.

I have imported backup of my Jira instance and deleted all caches.

[Akhmed Mokhamed]

I had a backup from today. Then I simply imported it into Jira which fixed my issue.

Thank you all for your support !

[Lukasz Romaniuk _Appfire_]

Hi @Akhmed Mokhamed ,

I am afraid that you cannot install the BigPicture version, which was released in July 2021, on Jira DC 9.12.4, which was released in February 2024. Versions are not compatible, there will be database conflicts, not to mention that BigPicture communicates with Jira through Rest API. 3 years ago that interface was completely different. 

To resolve that issue, please open a support ticket here.

Best regards,

Lucas

[Akhmed Mokhamed]

Hello Lukasz,

You are right, but my question is why BigPicture is suggesting me to install version 8.1.x, when I am trying to install the latest 8.35.0.

[Lukasz Romaniuk _Appfire_]

Hey 

What was the version that you had before the installation of 8.1.12?

[Akhmed Mokhamed]

Hello,

It was 8.29.0. Then I updated it to 8.35 thru Manage Apps and the error occurred.

[Lukasz Romaniuk _Appfire_]

Okay, so the BigPicture's database version is still compatible with application version 8.29. Please:

1. Uninstall BigPicture 8.1.12. 

2. Install 8.29.0 (please take note that this operation will not change the database version). Disable the browser cache from the developer console, and try to access BigPicture.

3. If you cannot launch it then (while database and application versions are the same), you will need to open a support ticket and continue the investigation there. Har file and Jira support zip would be necessary. 

4. If you can use the application, please try to upgrade BigPicture again. If it fails again, we would need to engage our developers, so a support ticket would be necessary. 

Best regards,

Lucas

[Sagar]

Hi @Akhmed Mokhamed Did you check the Jira application logs when you enabling the plugin or installing the same, that could give you insight what the cause here.

Also, most of the time plugin enable/disable issues are related to the plugin cache, so I would suggest try clearing the plugin cache as mentioned in the below document and restart nodes once by one, this should resolve the issues if there is no issues with the plugin version itself.

https://confluence.atlassian.com/jirakb/how-to-clear-jira-s-plugin-cache-1157468195.html

[Akhmed Mokhamed]

Hello Sagar,

Nice suggestion, I have tried to clear the plugin cache. Unfortunately, the issue is persisting.

I think something happened with the DB when all of these updates were happening:

Database upgrade is impossible because of the lack of upgrade tasks continuity. Current database version is: 0 but next Upgrade Task version is: Optional[TaskCoreUpgradeTaskV28@185@DML]