BigGannt Addon wont enable after license purchase

[Athena Admin]

I upgraded the BigGannt add-on to purchase the $10 license, but now the app wont enable. What can I do?

[Kristin Lyons · Accepted solution]

Are you receiving an error when you attempt to enable it?  Did you add the license to the plugin?

[Athena Admin]

Yes, I added the license to the plugin. When I went to enable it, the error said to check the logs. It also looks like it is suddenly no longer compatible with my instance of JIRA. It was working just fine yesterday.

[Kristin Lyons]

Which version of Jira are you on and which version of the plugin is installed?  Does it give you an option to update it?  You may have to uninstall it and re-install it.

[Athena Admin]

I'm not sure of the versions at the moment and I did not see an option to update. I've tried uninstalling and reinstalling but I keep having the same issue.

[Kristin Lyons]

Do you have access to the error logs?  You may have to look through the logs to see what is happening when you attempt to enable the plugin.  Is your instance behind a firewall at all or do you have a proxy?  Something could be causing an error with the plugin reaching the marketplace.

[Athena Admin]

I don't know how to access them.

[Kristin Lyons]

Do you have access to the server?  If not you could create a custom support zip (https://confluence.atlassian.com/support/create-a-support-zip-790796819.html ) and access the logs that way.  You would want the application logs and the plugin information.  Once you open the application log, you can scroll towards the bottom and find the last few errors that occurred. 

Another option is to use the Support and Troubleshooting plugin.  Go to administration -> System -> Troubleshooting and Support tools.  You will see a tab for Log Analyzer, if you click on that you should see some errors that Jira has recognized.  It's also a good idea to make sure that the Instance Health passed everything (everything has a green check mark next to it).

[Athena Admin]

According to the Log Analyzer, it said that our instance of JIRA has reached End of Life, but our license auto-renews every year. It is showing an update to JIRA CORE, but I'm not sure if that would fix the problem or not with our license type....

[Kristin Lyons]

Can you try uninstalling your current version of Big Gantt plugin, download and install the version that is compatible with your Jira instance here: https://marketplace.atlassian.com/apps/1213016/biggantt-gantt-chart-for-jira/version-history and see if that works? 

The End of Life error indicates that your Jira version is outdated, you can see more information here: https://confluence.atlassian.com/support/atlassian-support-end-of-life-policy-201851003.html it is recommending you update your Jira instance to a newer version, your Jira license being renewed is separate.

[Adam _SoftwarePlant_]

Hello Jessica,

I am very sorry to hear that you face some difficulties with our BigGantt product, and I would be more than happy if we can solve this for you so that you can start using it as soon as possible. 

With this having said, may I please ask you to create a ticket for our Support Team, by using Service Desk form, so that we can start the investigation? Our product specialist and developers will then check this thoroughly.

Best regards,

Adam

[Athena Admin]

Thank you. I already submitted a ticket and it is being investigated. It seems we have a JVM memory issue perhaps. I am waiting to hear back to see how we can correct it. We work with sensitive servers so I'd prefer to wait until we get specifics before we go poking about.

[Kristin Lyons]

Thanks for the update, glad to hear you have a better idea of why the error is occurring!