How to understand the meaning of Atlassian Error Messages
- Elizabeth Milanova
This page is an attempt to document a somewhat cryptic error message that Atlassian products sometimes display and hopefully provide more meaning to the message.
Error messages:
1. We ran into a little trouble • It might just be a hiccup. Try again in a bit.
Scenario
You look for a new app by selecting Find new apps from the Apps menu:
Having found an app, you press the Try it free button:
In the popup, you attempt to start a free trial by pressing the Start free trial button
An attempt is made to install the app:
Then a generic error message is displayed:
Troubleshooting
This rather generic error message can be displayed for a number of reasons.
Here are some of the reasons we currently know about:
You have an inactive subscription for this app
If you’ve previously had a trial of this app which expired, then uninstalled and reinstalled the app, this error message may appear.
Check your subscriptions
In Confluence administration, select Billing from the left menu
In Billing Preview, select the product you are using, e.g. Confluence, and press the Manage link:
Scroll down and look for Inactive Subscriptions:
If the app is present there, then the only way to get it working again is to contact Atlassian’s customer support. Press the contact customer support link to discuss the issue with Atlassian
You have an outstanding quote with Atlassian
Browse to https://my.atlassian.com/billing/quotes and check whether you have any outstanding quotes with Atlassian.
Atlassian have no current payment details for you
There is no credit card on your account
Your credit card has expired
In Confluence administration, select Billing from the left menu
In Billing Preview, select the product you are using, e.g. Confluence, and press the Manage link:
If there is a problem with your credit card, you will see the We need your payment details box:
Click on the Add payment details link and update your details.
The app you are installing has the same macro alias as an existing app on your Confluence instance
If 2 apps have the same macro aliases, then this error will potentially also be displayed.
Atlassian have documented what is supposed to happen here: Prevent Connect apps with macro alias conflicts from installing
Restore from backup was done, displacing the default application access group
After a Restore from backup is done on an instance, an incorrect default application access group may be present on your cloud instance. Due to this, apps/plugins are unable to identify the default group required for installation.
Fix
If it's related to Default Group, navigate to your Admin Management section on https://admin.atlassian.com
Click on Product Access you'll see the below popup box, then click on Review Imported groups
Click on Approve for all Groups
See related article from Atlassian: Can't install cloud apps in Jira after restoring from backup | Jira | Atlassian Documentation
Atlassian are experiencing a problem validating app descriptors
Sometimes, Atlassian’s app descriptor validation does not work correctly and prevents apps from being installed.
An example of this happening occurred on June 13, 2023:
At the time, Atlassian's status page did not show any message about this degradation of functionality for a few hours.
As this particular situation is pretty obscure and difficult for end users to troubleshoot, our advise here is to ask us (if it’s our app) or your app vendors, or perhaps open a ticket with Atlassian.
Something has momentarily failed at Atlassian and you really should try again in a bit
We’re all human. Sometimes things really do fail.
You should take a look at Atlassian's status page and see if there’s any outage.
Alternatively, wait a while and try again.
2. Something's gone wrong • Our team has been notified. If the problem persists please contact Atlassian Support.
Scenario
This seems to happen when the Atlassian platform (Jira or Confluence) completely fails to load a Marketplace app within the page. The app is often completely absent from the page.
The full text of the error message reads:
Something's gone wrong
Our team has been notified. If the problem persists please contact Atlassian Support
Variant 1
This can occur when the client machine has connectivity issues with the Atlassian content delivery network (CDN).
Variant 2
This behavior has been observed when a user is not logged in, but is trying to access an app page.
Steps to reproduce:
Open the Atlassian Jira or Confluence page where the app is displayed
Copy the URL
Paste the URL in a private browser window
In this case, this error message can sometimes include an error code. The error codes are not published publicly, so are of little use to marketplace vendors at this time.
Troubleshooting
If your browser does not have access to the URL below, then apps can fail to load at all
https://connect-cdn.atl-paas.net/all.js
Top tip: Try pasting the above URL into your browser address bar to see if it will load for you.
If the URL does not load:
There may be a problem with the Atlassian CDN.
Your corporate firewall may be blocking the domain.
Further reading
These links are for the technically minded and give a background into what may be causing the error.
Jira tickets
Community posts
3. We ran into a little trouble • Unfortunately, we’re unable to process your request. Please retry again in some time.
Scenario
This can occur when installing a Marketplace app, but does not have a known cause.
The full text of the error message reads:
We ran into a little trouble
Unfortunately, we’re unable to process your request. Please retry again in some time.
Workaround
Waiting a while and repeating the operation is currently the best known workaround for this error message.
Link to the original article: Error messages from Atlassian and their meaning