Problems Installing Apps from Marketplace

[Mark Janecek]

I am using a Jira cloud instance, and I am having issues getting any add-on app to install on this instance. When I go to an app page in the Marketplace, and click "Get app" at first I get a message that reads:

Adding <app name>

Followed very quickly by:

"We ran into a little trouble"

Then nothing...

I contacted the publisher of the addon app who asked me to install another one of their apps. It too didn't work, so I tried another app for a different third-party publisher, same issue.

In searching this forum, the related type posts indicated that you needed the correct rights and payment method...

So I have added a payment method (I am using the free instance so I didn't have one before), and I verified that my login has the appropriate rights (currently I have "administrators", "jira-administrators" and "site-admins" rights.

Any help appreciated.

[Prince Nyeche · Accepted solution]

Hi @Mark Janecek 

It could be one of the two problems as mentioned on this documentation 

1. You do not have the default application access group setup in your Product Access. so there must be at least one group that should show as "default access group" for your Application.
2. Your Application subscription is expired. Since you're on a free instance, I don't think this might be the blocker.

[Andy Heinzer · Accepted solution]

Howdy,

I would be interested to learn more about the specific apps you have tried to install here.  I see that you're using the free plan for Jira Cloud.  There are some known limitations of the free plans Atlassian has documented in Limitations in Jira Cloud Free plans.  This also includes a list of known marketplace apps that are not compatible with Jira Cloud free plans.

I would like to learn more here to better understand if we need to update that list to include other apps as well.

Please let me know.

Andy

[Mark Janecek]

Andy,

Thanks for the reply. 

One of the apps I had a problem with is Issue Checklist Free, which is on that list. I contacted their support team first, and they suggested this was a Jira problem, not an issue with their installer/application. 

In my back and forth with them, I pointed out the list on the page you provided, and was told they had reduced functionality but that the solution would work and should install - stating it was a Jira issue and to look for Jira support.

Note: I have tried other add ons that are not on this list and I am getting the same issue.

Thanks

-Mark

[Jack Hunter [HeroCoders]]

@Andy Heinzer,

The documentation you linked clearly says that:

Some apps might have reduced functionality in Jira Software Free and Jira Core Free, as they may affect features like permissions that can't be changed in Free.

It doesn't say that the apps cannot be installed. 

IMO, the problem described here (apps fail to install), is of different nature and indicates some configuration issues in Jira. The payment method might be one of them. However, it would be weird to expect a valid payment method for a free Jira instance. 

Also:

• our Issue Checklist Free app does use Permissions and should not be listed on that page anymore, I think. 
• as @Mark Janecek mentioned, he tried to install other apps (not listed on the linked page), and they failed too. 

As an app vendor, we've had "install fails" reports in the past, and Atlassian support was always able to help. So, @all-affected, please reach Atlassian support directly at support.atlassian.com and raise a support request. I hope it is possible for Free users. Getting support here, on Community, is not as effective as from Jira support directly. 

Cheers,
Jack

[Jack Hunter [HeroCoders]]

@Mark Janecek,

To further validate the case, could you please try to install a free Epics Map app, please? 

Thanks,
Jack

[Andy Heinzer]

@Jack Hunter [HeroCoders] Well there in lies the problem.  Free Cloud sites don't have direct access to Atlassian support portal at all.  All support for Free Cloud plans is provided here in Community.  More details are explained in Atlassian Support Offerings.

In cases like this that require such intervention of support, we can create support cases on customer's behalf, but this is not something that site-admins of free plans can do themselves.

I just tested out the free version of the checklist app and it seems to be working just fine on my free cloud site, so I'll work with our documentation team updating that list of apps with limitations in our free plans of Cloud.  Thanks for the input here!

@Mark Janecek Sorry for the confusion here.  I have created a support case on your behalf over at https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-598167 Our Cloud support team can better investigate this problem.

Andy

[Mark Janecek]

@Jack Hunter [HeroCoders] Thanks for your comments, but I already worked directly with you on this issue. Per that engagement you requested that I try to install other add-ons, and I reported back to you then that it didn't work. It was based on this result that you sent me to Atlassian, but as @Andy Heinzer indicates - free plans don't have support team access - but community access - which is why we appear to be repeating this exercise. 

@Jack Hunter [HeroCoders], in both this thread and our email exchanges - you have been quick to point out the following from this page :

"Some apps might have reduced functionality in Jira Software Free and Jira Core Free, as they may affect features like permissions that can't be changed in Free."

While you are correct, it does read as reduced functionally, you would need to ignore the next line in the following paragraph that reads: 

"See apps not compatible with Free..." which you then expand to see a list of products.

One easily can understand this as, apps may work with less functionality in paragraph 1, and this list in paragraph 2 contains a list of apps that simply don't work. Based on more than one of us reading this this way (me in our email exchange and now on this board), it is as minimum confusing and needs update.

As to the actual issue:
@Andy Heinzer Feel free to close the support ticket, I corrected the issue today. @Prince Nyeche response pointed me in the right direction.

One other point.

I have a Jira Server instance and this Jira Cloud instance.

In the past few months I have encountered 3-4 instances were I have run into documentation issues that were the root cause of my problem. When I was attempting to setup my server instance a few months ago, the directions for database connectivity were flat wrong. I finally found the answer in one of these forums via a google search, and that answer indicated the instructions were wrong because the "required settings" were no longer supported MySQL. Yet, that answer was 2 years old and the documentation never updated. This means everyone who is installing server right now is going through the same bad experience.

There was another incident where I encountered an error and the message that Atlassian put on the screen was vague. It resulted in a support ticket that was never address/resolved. Later I found in searches it was due to installed browser extensions. The disappointing part - the community answer that indicated how to actually fix this was years old and the Jira screen gave me other more complicated and challenging solutions that that didn't help - but not the answer. The point is, the documentation wasn't updated again, and the result was a bunch of wasted time.

Now we we have a third example.

I do appreciate the help, but it seems pretty clear that documentation updates are lacking and even internal KBs for both Atlassian and third-party publishers need updates. I know that Jira is a great product, but if I didn't have my level of competency with this system - like it was new to me - I would just have walked away long before this.....

Just my two cents.

I do appreciate the assistance everyone provided here, but there is obvious room for some improvement specifically in documentation.

All the best.

[Jack Hunter [HeroCoders]]

@Mark Janecek, @Andy Heinzer 

I've just tried the Issue Checklist Pro (listed in the mentioned docs) with my free Jira instance, and it works just fine.

The custom permissions feature won't work obviously because Jira permissions are not available for free users, but all other features work fine.

@Andy Heinzer, could you please ask the documentation team to rephrase the misleading and confusing text/link mentioned by @Mark Janecek,

See apps not compatible with Free...  

It does indeed suggest that the listed apps don't work at all. It should rather say 

See apps with reduced functionality ... 

Thanks,
Jack

[Jack Hunter [HeroCoders]]

@Andy Heinzer, any progress on rephrasing the confusing part of documentation?

I think that owners of the apps listed as incompatible might be losing customers because of it.

Thanks,
Jack 

[Jack Hunter [HeroCoders]]

@Mark Janecek, if you still cannot install free apps (which means that Atlassian didn't solve your problem), then I suggest starting a new Jira instance.

If it works, you can migrate your data from the old to a new Jira easily. 

Cheers,
Jack

[Andy Heinzer]

Hi @Jack Hunter [HeroCoders] 

Thanks for the feedback here.  I have reached out to our documentation team to review this again.  I believe I misunderstood the first request, but now I can see that there is value to make the distinction between not compatible and reduced functionality.  Ultimately, I am very much in favor of helping to manage customer expectation here, so it makes sense that we would try to document and record which apps.

[Zoryana Bohutska _SaaSJet_ · Accepted solution]

You need to have valid payment method in your account

[Mark Janecek]

Thanks for your response. As noted, I added a valid payment method to the account even though it is a free account before my post and still get the error.

Thanks