When I click on any Jira task on my Mac a file with name getSyncStatus.dms gets downloaded.

[Siva Visveswaran]

We have been using for a long time; This started happening today: when I click on any Jira task on my Mac a file with name getSyncStatus.dms gets downloaded. What is going on and how do I turn this off?

[Andy Heinzer]

Hi Siva,

If I understand the problem here, your Jira Cloud site is not loading Jira issues when you click on them, but instead it seems to be downloading this file instead.  I have not been able to replicate this problem, nor have I found any other reports of this happening.

I took a closer look at your Cloud site and I found that you appear to have a few different add-ons here.  One of them is called Exalate Jira Issue Sync.  Perhaps this add-on could be a factor in this behavior.

I would suggest trying to reach out to this vendor directly in their support portal of https://support.idalko.com/servicedesk/customer/portal/8

Perhaps they can better help identify if their add-on might be causing this behavior.  If this doesn't help please let me know.  Perhaps creating a support case with the Atlassian Cloud support team could also help investigate this behavior further.

Regards,

Andy

[Siva Visveswaran]

Andy,

Thank you for your prompt and detailed response. The issue was due Exalate. I have disabled/uninstalled it now.

Thanks

Siva

[Vans Huang]

Andy, I have similar issue with our Jira instance, can you also help check if any add-on causes to the issue?

[Serhiy Onyshchenko]

Hello, @Vans Huang , I'm Serhiy, part of the technical team behind Exalate.
I'd like to know more about the issue, might I ask you to describe, which steps are you taking to get a file like that downloaded?

Hello, @Siva Visveswaran , would you still happen to have one of those .dms files? Is it possible to share one here? If not, would you be open to having a screensharing session with me to further troubleshoot? In case if you'd consider this option, feel free to send an email to support@exalate.com so I could send you a calendly link.

Regards, Serhiy.