Tempo Timesheets cannot install Jira Cloud

[Joe Gorin]

I am once again faced with this same error message that others have had in the past. We have plans to move over to Jira Cloud in our production environment on the 29th and this will be a major blocker for us if we cannot get this installed and configured.

error message

Installation failed. Dependencies could not be installed. (The add-on host returned HTTP response code 401 when we tried to contact it during installation. Please try again later or contact the add-on vendor.)

[Joshwa Marcalle]

Hi Joe, 

You can just use something simpler and more reliable: 

https://marketplace.atlassian.com/apps/1219348/hours-reports-for-jira?hosting=cloud&tab=overview

Josh

OB1

[Angélica Luz]

Hi Joe,

I've checked that you opened a ticket with our support related to the same question.
I'll be watching the ticket and once it's resolved, I'll post the resolution here.

Regards,
Angélica

[Alfredo Justo]

Hi Angelica,

Was there any resolution for this?

[Angélica Luz]

Hi Alfredo,

I've checked on the ticket that Joe created with our Support and the only information that Tempo posted is that they confirmed that they have an issue on Tempo support system.
I've contacted Tempo and asked them to post the resolution here to help us or to share with me what can be done.
As soon as I get a response, I'll let you know.

Regards,
Angélica

[Angélica Luz]

Hi @Alfredo Justo,

I've received a response from Tempo on the ticket that I've opened with their support:

There are a few scenarios that can lead to this error. Most of them are related to database export/import which has the affect that for instances that already have Tempo installed.
In those cases, Atlassian/Jira then issues a new plugin client key for the instance which makes the previous Tempo installation which points to the previously used database, unusable.
The reason for why the customers are then unable to install Tempo, is because their instance url and client key already exist in our instance registry and we do not allow duplicate installation.

Atlassian is aware of this as we've raised this through other channels.

The solution for this issue is this:

Raised this with our support and we need to manually disable the older client key & instance url configuration within our system. After this is done, the customer should be able to install anew.

This is the link to their portal to open a ticket: https://tempo-io.atlassian.net/servicedesk/customer/portal/6

Hope this helps!

Regards,
Angélica

[Alfredo Justo]

Thanks Angélica!