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FAQ (Problem Determination)

FAQ (Problem Determination)

Owned by Bob Swift (Deactivated)
Last updated: Jun 11, 2025 by Pooja Gopalnaidu

Summary

If you run into a problems, there are some self service steps to help you:

  1. Look at the error message. We strive to provide reasonable error messages to help you figure out the problem yourself.

  2. Look at the tables below for your symptom and further actions you can take.

  3. Google your error message. All documents, questions, and most existing issues are public and searchable by Google. This is the quickest way to find information. You can restrict google to this site by prefixing your search using site: appfire.atlassian.net

  4. Use Confluence site or space search.

  5. Still need assistance?

    • For simple usage problems - ask a question on this site (sign in required - see Help). Provide you specific usage example and what you have tried.

    • For problem reports or complex usage questions - open a support issue in the product specific issue tracker. Provide server version and add-on version information. Include details, action and log information to enable us to resolve the problem as quickly as possible. If you include any confidential information, make sure you set the security level to Reporters and Developers. Leaving the issue public is most desirable as this will help you and others by involving the community.

  6. Some problems require collection of more detailed logging information. If asked, please follow the following steps to collect more information.

    • Client problem determination: Usually adding --verbose to the action will provide sufficient information. In some cases --debug may be necessary.

    • Server problem determination: Normal logging is usually sufficient

    • CLI Connector problem determination: 

      1. Go to Administration -> Logging and Profiling (or similar)

      2. Find area that allows you to add another package to be logged

      3. Use the package name correspond to the specific product. One of: com.appfire.jira.rest, com.appfire.confluence.rest, com.appfire.bamboo.rest, com.appfire.stash.rest

      4. Set logging level to DEBUG

      5. Rerun the scenario that is failing and provide the resulting log information from your server application log in the issue.

    • Run CLI Actions problem determination: 

      1. Go to Administration -> Logging and Profiling (or similar)

      2. Find area that allows you to add another package to be logged

      3. Use the package name correspond to the specific product. One of: org.swift.jira.acli, org.swift.confluence.acli, org.swift.bamboo.acli, org.swift.stash.acli

      4. Set logging level to DEBUG

      5. Rerun the scenario that is failing and provide the resulting log information from your server application log in the issue.

Problems and Resolutions

General Errors

Name

Error

Discussion

Name

Error

Discussion

Parameter error

Client reports a parameter error

See Tips for correct syntax.

Client exception

Client reports a client exception

If the original error message does not provide enough information, add --verbose (or the short equivalent -v) to the action to see more detailed information.

Remote exception

Client reports a remote exception

This often means that the request made is considered invalid by the server or the server is having a problem.

  • Add --verbose (or the short equivalent -v) to the action to see more detailed information

  • Look in the server application log to see if there is an error reported there

Changes not made

Client reports a successful operation but not all requested changes were made

JIRA silently ignores updates to fields that are not available based on the JIRA UI configuration.

  • If the same user can not do the action via the UI, they are restricted using remote access as well.

Installation and Licensing Errors

Since version 4.0, CLI clients require a CLI Connector add-on be installed on the server.

Name

Error

Discussion

Name

Error

Discussion

Connector not installed

Client error: CLI connector is not installed or enabled on the server.

A connector is required on the server. See Installation and use.

If you are getting this using one of the Run CLI Actions add-ons, upgrade to release 4.1.

Connector not licensed

 

Client error: Notify your administrator that Bob Swift Atlassian Add-ons - <product> CLI Connector requires a valid license. Reason: No license found for add-on with key: ...

One of the following is required:

  • CLI Connector must be validly licensed on the server

  • Run CLI Actions add-on must be installed, enabled, and validly licensed on the server

    1. Must be at version 4.0.0 or higher

    2. The server's base url must be set correctly in general administration

    3. The server's Java configuration must enable contacting REST API services from the same server

      • Upgrade to at least release 4.1 and look for error messages in the server application log

Cannot be enabled

Add-on cannot be installed or cannot be enabled.

See How to resolve installation problems