Run into issues using Capture for JIRA? Below are some potential issues that you may be running into, as well as ways to verify and fix them.
Possible Reasons:
Reason | Symptoms/Solutions |
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Capture for JIRA license does not match JIRA license | I am receiving an "invalid license" message even though my license key is correctly pasted from my.atlassian.com. |
Possible Reasons:
Reason | Symptoms/Solutions |
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When trying to download the Capture for JIRA browser extension, an authentication box pops out | Check if you have any active browser plugin that lead the page to https version such as 'HTTPS Everywhere' for Firefox. As workaround, please disable the functionality of the plugin for Atlassian sites. |
Possible Reasons:
Reason | Symptoms/Solutions |
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After installing the Internet Explorer extension, only a blank sidebar is displayed | Third-party browser extensions are probably disabled. Go to Tools -> Internet Options and select the Advanced tab, then make sure the "Enable third-party browser extensions" option is checked (in the "Browsing" section). You may need to restart Internet Explorer for the setting to take effect. |
Possible Reasons:
Reason | Symptoms/things to check/Solutions |
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Capture for JIRA browser extension is on a beta version, but the server plugin is already running 1.0. | I am receiving a "404" error in the browser extension when trying to login. |
Possible Reasons:
Reason | Symptoms/things to check/Solutions |
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Remote API calls are not turned on on the JIRA server. | I receive a "Remote API not turned on" message. |
Invalid license or beta not activated | I receive a "JIRA Capture not activated" message. |
Cookies are not enabled | I receive a "Invalid username or password" message even though I am sure my username and password is correct. |
User does not have "JIRA User" Permission | I receive a "Remote Permission Exception" when trying to login. |
Customer running 4.3.x and the user is from a LDAP user repository | I receive a "Invalid username or password" message even though I am sure my username and password is correct. |
Reason | Symptoms/things to check/Solutions |
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Currently running JIRA Capture 1.0 Beta instead of final | We were experiencing this issue during JIRA Capture beta. We've resolved it in 1.0. Please upgrade to JIRA Capture 1.0. |
Reason | Symptoms/things to check/Solutions |
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A mandatory field is not being shown on the create issue form. Related to the issue above. | We were experiencing this issue during JIRA Capture beta. We've resolved it in 1.0. Please upgrade to JIRA Capture 1.0. |
User does not have permission to create issue | To verify, try and create the issue using JIRA's web interface. Capture for JIRA respects JIRA's permission for issue creation. |
Assignees invalid. | There may be a misconfiguration in the project which has a default assignee for the project, but the default assignee does not have assignable permissions in the project. To verify, try and create the issue using JIRA's web interface. Capture for JIRA respects JIRA's permission for issue creation. |
Reason | Symptoms/things to check/Solutions |
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Attachments are turned off | If attachments are turned off in the system, then Capture for JIRA will fail to attach the screenshot (which is an attachment). Turn on attachment. |
User does not have edit permission on an issue | Although it may appear that Capture for JIRA is creating the issue and uploading in one go, the attachment of the screenshot is actually an edit on the issue created. If the user does not have edit permission, they cannot attach the screenshot. |
Reason | Symptoms/things to check/Solutions |
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Using variables in the Create Issue tab rather than in a template. | Variables can only be used in an issue template, not in the create issue form. The issue will create with variables unevaluated (e.g. '{my_variable}') |
Invalid JS selector in the variable | Variables are based off simple javascript selectors, and if selector is invalid/doesn't evaluate, the form will show up with the variable with errors filled in (instead of expected value). To verify, try and evaluate the variable on the screen they are creating the bug on. To do this, invoke Capture for JIRA from the screen you want to raise the bug on, then go to the Templates tab. Under there, find the variable you are using, and then click the little "eye" — which will evaluate the javascript in a dialog. |
Possible Reasons:
Reason | Symptoms/Solutions |
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JIRA Capture (now Capture for JIRA) prior to version 1.0.2 had this issue | Update JIRA Capture to 1.0.2. |
Possible Reasons:
Reason | Symptoms/Solutions |
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Your JIRA instance needs a re-index | For information on how to re-index your instance of JIRA, see: Search Indexing |
Reason | Symptoms/Solutions |
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Logging in to JIRA Cloud with http:// | Use https:// in your URL instead, and you will be able to connect. |
We have an issue tracker tracking our bugs. Check them out.