Troubleshooting

On this page:

Installation

Jira issues import

  • If the import fails with errors, then please send us all eazyBI log files or eazybi-queues.log file. 

  • If the import is very slow, check recommended database memory settings (for MySQL and PostgreSQL).
  • If not all Jira issues are visible in eazyBI, then see how to re-import all issues. You also need to re-import all issues if any dimension members (for example, statuses, priorities, or custom field select list values) are renamed. You would like to see new names in eazyBI.
  • If you are importing issues into Jira from an external system, please ensure that the issue update date is set to the current date timestamp. If issues are imported with the old update date (before the last eazyBI Jira import timestamp), then eazyBI incremental import will consider these issues as already imported.

Import error notification email

If the scheduled data import fails with an error, eazyBI would automatically try to reimport data after 10 minutes and repeat these attempts 9 more times. After the 10th unsuccessful import attempt, a notification email would be sent to the eazyBI account's owner and the user who authorized data import from Jira.

eazyBI log files

eazyBI stores its log files in the Jira home directory log subdirectory (if you do not know where is your Jira home directory then go to the Jira Administration / System / System Info page and see Location of Jira Shared Home):

  • eazybi-web.log contains the log of web requests
  • eazybi-queues.log contains the log of background queue jobs
  • If the child process is enabled, then there will also be child process log files

You can download a ZIP archive with all eazyBI logs from the Troubleshooting page as well:

If you have enabled Mondrian logging - Mondrian log files won't be included in the ZIP archive because of their possible huge size. You can access Mondrian log files only directly in the file system.


Reports

  • If queries in the Analyze tab are failing with an error message,  find the error in System Events and send Payload column content to eazyBI support.

  • If there are problems with measures containing Unicode characters, then check that UTF-8 encoding is used for Jira.

HAR file

HAR is the short form for HTTP ARchive format, which tracks all the logging of web browsers' interaction with a site.

HAR files can be a requirement for troubleshooting issues, specifically for problems listed below:

  • Performance Issue: slow page load, a timeout when performing a certain task
  • Page rendering: incorrect page format, missing information

First-line troubleshooting can be conducted by following this guide. Providing this information to the support team will help expedite the troubleshooting process.

1. Open problematic page
2. Open Developer Tools using Keyboard Shortcut (⌘⌥ + i on OS X, Ctrl + Shift + i on Linux, F12 on Windows)
3. Navigate to the Network tab on the Developer Tools
4. Reload problematic page so that all network traffic is recorded
5. Right-click on the Developer Tools and Select Save as HAR with content

Send us a generated HAR file.

 

Please read about HAR files for other browsers here: https://confluence.atlassian.com/kb/generating-har-files-and-analyzing-web-requests-720420612.html