Troubleshooting in Jira on-premise

Problem You are developing a synchronization between Jira software and JIRA Service Management instances (or projects) and you bump into an error as detailed below. Error detail: com.exalate.api.exception.IssueTrackerException: It was not poss...

Problem Attachments do not synchronize for some of the issues. Error Details: Proxy user can not create attachments Cause The  Proxy User  does not have permission to add attachments. Solution Make sure the Proxy User has perm...

Problem Exalate Authentication fails. Cause The additional plugin blocks non-authenticated requests. Note : Known issue: Exalate for Jira on-premise is not compatible with Prevent Anonymous Access add-on. Solution  Disable Prevent Ano...

Problem Jira does not fire any issue event when some of the fields are updated. The following fields won't get an issue update event: Votes Voters Epic link ( for more details please refer to the Atlassian ticket ) Solution Note : Changi...

Problem Error detail: An unexpected error occured. Refer to the logs for more information Cause The .jar file size is too big. Solution Copy the Download link address and install the app by pasting this link in the Upload app - From thi...

Problem You have 2 Jira on-premise instances and you're trying to set up a Connection between them. Error detail: Cause When the instances are created from the same back up they have the same server ID. Exalate uses the server ID to dete...

Problem The Exalate servers were not accessible and the interface claimed that the service is not available. I've noticed that some of the changes were not synchronized, but the synchronization status shows "synchronized". Solution Go to Adminis...

Problem When a user tries to exalate an issue from the operation menu, Jira responds with a 500 error. Error detail: java.lang.NoSuchMethodError: com.atlassian.jira.issue.Issue.getCreator()Lcom/atlassian/crowd/embedded/api/User The loggin...

Problem Error detail: java.sql.SQLException: Incorrect string value: '\xF0\x9F\x98\x8A",...' for column 'PAYLOAD'. Cause Some versions of MySQL don't support emojis in the description or comments of issues, raisin...

Problem When using the Exalate external scripts library you get an error as shown below. Error detail: groovy.lang.MissingPropertyException: No such property: StatusSync for class: Script Note : Please note, that the error message might...

Problem When upgrading from Exalate 3. X version to 4. X the following error is raised: com.microsoft.sqlserver.jdbc.SQLServerException: The object 'U_AO_08F1AF_INSTANCE_NAME' is dependent on column 'NAME'. Cause We are using Atlassian Act...

Problem In some cases, Exalate won't load when updated to a newer version. Cause One of the reasons for this problem is the lack of tablespace in the database. If the net.java.ao package is in DEBUG level, after re-enabling Exalate, you ...

Problem When establishing a Connection in Basic Mode with the Exalate version lower than 5.2.0 on Jira on-premise, you will get the following error: Error detail: Project key was not set Cause Connections in Basic Mode were introduced in...

Problem You are developing a synchronization between 2 instances one of which is Jira on-premise. Error detail: No signature of method: java.util.Date.toTimestamp() is applicable for argument types: () values: [] Cause Since the recent ...

Problem In some cases, whenever a lot of users navigate to view issue screens at the same time, Jira's performance goes down seemingly due to a deluge of SQL queries. Cause Every time you have an open tab with the issue view, Exalate will s...

Problem When syncing the Organization field between two Service Desk projects in Jira on-premise, the following error occurs: Error detail: Exalate has problems while trying to create an issue in this Jira. Details: Error occurred while cre...

Problem While installing Exalate on Jira on-premise v.9.0.0 or upgrading Jira to v9.0.0 with Exalate already installed, you might get the following error:   Error detail: HTTP Status 405 - Method Not Allowed Cause There is ...

Problem The field Security Add-on is not compatible with the Exalate App. The symptoms of the incompatibility are stack traces in the logs such as: [2020-10-12 10:13:15,411] <compatibility.CompatibilityService> An exception occurred while ...