# Troubleshooting

The JXL app experience is built on the shoulders of various Atlassian platforms. Sometimes the underlying Jira or Atlassian Marketplace (opens new window) systems and services can cause unexpected outcomes. Here's a list of things that can (rarely) happen and how to respond to them.

# Installation fails in Jira Cloud

If the installation is taking a long time and/or ends in Jira showing an indefinite error message (along the lines of "We ran into a little trouble. It might just be a hiccup.") this is usually due to a missing or invalid payment method or an open quote (account in arrears). Even though the JXL trial is (and even your Jira trial or plan might be) free, Atlassian requires a valid payment method to be on file in order to start trials of third-party apps.

You can help

If you also think this is poor user experience, please help us by upvoting the Atlassian issue that causes this. Visit UPM-6047 (opens new window), sign in with your usual Atlassian account, and click the Vote for this issue button at the top right of the page.

# Can't buy JXL for Jira Data Center

If you are trying to purchase JXL from My Atlassian (e.g. by clicking the Buy now button in the Universal Plugin Manager (opens new window)) and see an error message (along the lines of "We are unable to add the plugin to your cart. The plugin key is invalid.") this is caused by an Atlassian bug.

Please try purchasing through the Atlassian.com order form (opens new window) instead.

# How to try/buy JXL for Jira Server

Atlassian has ended new listings and sales for Server apps via the Atlassian Marketplace. However, if you need more time to migrate to Jira Cloud or Jira Data Center, we are happy to offer a proprietary Fine Software licence directly to you.

See Installation and purchase for information on how to obtain a licence.

# Can't find JXL for Jira Server licence

Licence and maintenance period of JXL for Jira Server are not listed in Universal Plugin Manager (opens new window) and My Atlassian (opens new window), as it is our own proprietary licensing system independent of Atlassian’s.

# Sheets item not in Jira navigation after installation

The Sheets item in the navigation is only visible if you have been granted the JXL: View sheets Permission, which should happen for all Users by default. However, sometimes something goes wrong on the Jira side when registering the Global permissions during the installation of the JXL app.

Make sure you and all other relevant Users in your Jira site have this Permission, and ideally also the other two JXL Permissions JXL: Edit sheets and JXL: Make bulk changes in sheets.

# Error 'Couldn't create/save sheet' in Jira Data Center or Server

This can happen when your system is not currently connected to the internet.

Assuming the connection is stable, if you just installed JXL, it might also be a very rare case of a known Jira API bug related to the format of project keys. If your Jira system uses project keys that start with a number, which is a format not fully supported by Atlassian, some Jira APIs might fail to work as expected.

To compensate this Jira bug and prevent these errors in JXL, we have developed an alternative mode of exchanging data with the affected Jira APIs. You can switch to it by adding and enabling the Dark feature app.jxl.load-sheets-with-project-key in your Jira site (How to manage dark features in Jira (opens new window)).

Only do this if you are affected by this bug and it's not an option for you to adjust your project key format back to the standard pattern in Jira (Changing the project key format (opens new window)). Additonally, please contact us (opens new window) to let us know if you are using the Dark feature permanently.

You can help

If you also think this is poor user experience, please help us by upvoting the Atlassian bug that causes this. Visit JSWSERVER-21574 (opens new window), sign in, and click the This affects my team link at the top right of the page.

# Sheet loads slowly

JXL offers consistent speed and overall performance at any scale. Even with a scope of 10,000 Issues, your Sheets should load within a few seconds or faster. Usually, when a Sheet loads slowly (more than 10 s), it's caused by a third-party app's Function in the JQL statement of its sheet scope (a common example is issuesInEpic() from ScriptRunner (opens new window)).

There is no perfect solution to this, as we have no influence on the performance of Jira or other apps. Check if you really need to use Functions that cause slowness. As an example, the results of above-mentioned issuesInEpic() can often also be achieved using Structures, Level-specific column filtering and Level filtering in JXL.

# Can't update some field in sheets

While you can add any column to any Sheet in JXL, many table cells will only be available and editable for individual Issue types if you have configured Jira accordingly.

You need to have the appropriate Field added to the Issue type’s Screen in your Jira settings, specifically to the Edit operation Screen, or in absence of that to the Default Screen (Manage issue screens (opens new window)). The Field must also not be hidden in Field configurations. In Team-managed projects in Jira Cloud, the Field has to be added to the Issue type in Project settings (Customize an issue type's fields (opens new window)).

Generally, in order to be permitted to edit Fields of an Issue while it’s on a particular Status, its Workflow properties need to allow for it (Use workflow properties (opens new window)).

# Can't update time tracking fields in sheets

Jira only permits external apps like JXL to edit Fields if they are added to the relevant Screen. You need to have Time tracking added to the Issue type’s Screen in your Jira settings, specifically to the Edit operation Screen, or in absence of that to the Default Screen (Manage issue screens (opens new window)).

Adding this to the Screen/s can be an unexpected experience, as the necessary item to add is not named after the affected Fields (i.e. Original estimate, Time spent, Remaining estimate) but it's named Time tracking.

# Can't add some field's column to sheets

JXL supports a wide variety of Fields as table columns, including all Jira Standard fields, all your Custom field types, as well as many third-party apps' Fields (Supported fields).

If you come across a Field that's missing or that you think should work differently, feel free to let us know (opens new window) and we'll look into it.

# Columns with Builds information incorrectly empty in Jira Cloud

If some or all of the Builds status or Number of builds columns' cells are erroneously empty, this is caused by a known Jira bug.

You can help

If you also think this is poor user experience, please help us by upvoting the Atlassian bug that causes this. Visit JSWCLOUD-23831 (opens new window), sign in with your usual Atlassian account, and click the This affects my team link at the top right of the page.

# Incorrect data displayed in issue dialog in Jira Cloud

If you open a Jira Issue dialog within a JXL Sheet, then within the dialog click on an outward link e.g. to a parent issue, child issue, or linked issue, and as a result the dialog does not display the selected issue's data entirely, keeping some of the previously opened issue's data, this is caused by a Jira bug.

You can help

This is caused by a severe bug that's known yet so far misprioritised and neglected by Atlassian since it was first reported in May 2021. If you also think this is poor user experience, please help us by upvoting the issue. Visit JRACLOUD-78835 (opens new window), sign in with your usual Atlassian account, and click the This affects my team link at the top right of the page.

# Embedded sheet using iframe macro in Confluence Cloud doesn't load

If you are trying to embed a Sheet into a Confluence page by using the iframe Macro (Insert the iframe macro (opens new window)), the referenced Jira page may load but the JXL Sheet's data does not. This is caused by a known Jira bug.

You can help

If you also think this is poor user experience, please help us by upvoting the Atlassian bug that causes this. Visit JRACLOUD-79756 (opens new window), sign in with your usual Atlassian account, and click the This affects my team link at the top right of the page.

# More

If the hints above didn't help, contact us (opens new window).

Updated: 24 Jan 2023