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Troubleshooting Common Problems

There have been a few reports of data failing to load when installing Optimizer for Jira for the first time. Unfortunately, this is caused by a problem outside of our control, but there are two workarounds that have resolved the problems for other customers.

Workaround 1 - Reinstallation

If data fails to load throughout the app e.g. on the Instance Overview or one of the Smart Tables (as shown in the screenshots below), try uninstalling and then reinstalling Optimizer.

Note: this will not affect your license status or free trial.

Data has failed to load on the Instance Overview page

Data has failed to load on the Active Projects Smart Table page

Workaround 2 - Review Access Groups

If the problem persists after reinstalling, it is possible that the root cause of the issue is that the default product access group for Jira is granting the Jira-software attribute instead of Jira-core in your Jira site. This could be due to a previous backup import (or similar) where not all administrative actions were completed. Some possible remedies for this are described in the following article https://confluence.atlassian.com/jirakb/unable-to-install-any-cloud-add-ons-971608404.html.

If neither of these approaches solves the problem, please contact our Support Team and provide the URL of the site on which you attempted to install the app, as well as the approximate time the problem was encountered.


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If you have any questions or would like to speak with us, please don’t hesitate to reach out to our Customer Support team.

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