JIRA Capture Troubleshooting Guide

Owned by Former user (Deleted)
Last updated: Apr 05, 2016 by Former user (Deleted)

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.

I can't activate Capture for JIRA

Possible Reasons:

Reason

Symptoms/Solutions

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.
Capture for JIRA and JIRA user license tiers have to match in order for Capture for JIRA license to accept it. If you would like to trial Capture for JIRA - feel free to use a free 30 day evaluation license by going to my.atlassian.com.

I can't download the browser extension

Possible Reasons:

Reason

Symptoms/Solutions

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.

I get a blank sidebar after installing the browser extension

Possible Reasons:

Reason

Symptoms/Solutions

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.

 

Browser extension is not connecting with my JIRA server

Possible Reasons:

Reason

Symptoms/things to check/Solutions

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.
Capture for JIRA's beta browser extensions are not compatible with the final 1.0 (or above) server plugin. You can verify this by checking the server plugin version (in UPM on JIRA) and the browser extension (in the browser's extension manager). Both versions should have the same number before the first "."
To fix, un-install and reinstall the browser extension from the JIRA's "Get Capture for JIRA" page. The browser extension will not auto-update.

I can't login with the browser extension

Possible Reasons:

Reason

Symptoms/things to check/Solutions

Remote API calls are not turned on on the JIRA server.

I receive a "Remote API not turned on" message.
Check the "Accept remote API calls" setting under "General Configuration" of the JIRA server.

Invalid license or beta not activated

I receive a "JIRA Capture not activated" message.

If the beta is not activated, or license is invalid, the Capture for JIRA browser will not connect to the server. Check your license on the JIRA server.

Cookies are not enabled

I receive a "Invalid username or password" message even though I am sure my username and password is correct.

Capture for JIRA requires cookies to work. Turn on cookies for the browser.

User does not have "JIRA User" Permission

I receive a "Remote Permission Exception" when trying to login.

The remote API will not allow connections for a user if they do not have the "JIRA User" permission. On the server, any user who has "JIRA Administrator" permission but no "JIRA User" permission will still be able to login. However, that's not the case for the remote API. Ensure users have "JIRA User" permission.

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.

There was a bug in embedded Crowd in JIRA which causes issues for REST authentication (including Capture for JIRA). To resolve this, there are two workarounds for this:
1 - Start JIRA with the following JVM argument:-Datlassian.org.osgi.framework.bootdelegation=sun., com.sun., org.springframework.ldap.core.*2 - Before trying to log in via the browser extension, first log into JIRA via the web interface.

I am seeing fields that do not belong to this project or issue type, or a field isn't there and it should be

Reason

Symptoms/things to check/Solutions

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.

I can't create an issue with the browser extension

Reason

Symptoms/things to check/Solutions

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.

I created an issue with the browser extension, but no screenshots

Reason

Symptoms/things to check/Solutions

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.

Variables don't evaluate properly

Reason

Symptoms/things to check/Solutions

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.

I can't retake a screenshot after taking the first one

Possible Reasons:

Reason

Symptoms/Solutions

JIRA Capture (now Capture for JIRA) prior to version 1.0.2 had this issue

Update JIRA Capture to 1.0.2.

The session information I am seeing is not correct

Possible Reasons:

Reason

Symptoms/Solutions

Your JIRA instance needs a re-index

For information on how to re-index your instance of JIRA, see: Search Indexing

Capture for JIRA has run into an unexpected fatal error.
Possible Reasons:

Reason

Symptoms/Solutions

Logging in to JIRA Cloud with http://

Use https:// in your URL instead, and you will be able to connect.

 

None of the above? Try known issues.

We have an issue tracker tracking our bugs. Check them out.