Troubleshooting

Contact Refined support if you experience any issues. We may ask you to provide additional troubleshooting information:

Browser log

The console log tells us whether there are any errors when the page is being rendered. The network log shows us the requests that are sent between the server and the browser.

Go the page where the issue occurs.
Right-click the page > choose Inspect element. The inspect area may open in different positions or in a separate window, based on your browser and settings.
Go to the Console tab and the Network tab to look for errors, which are usually marked in red or purple. If available, click the triangle icon (console) or log (network) for more information about the error.

If the console log or network log is empty, reload the page.

Browser cache

If you can’t see the recent edit you’ve made in Refined, it might be because the browser has cached the content. Force the browser to clear the cache and to download the most recent version of the page and its styles:

Browser	Keyboard shortcut
Chrome	On Mac: `cmd` + `shift` + `R` On Windows: `ctrl` + `F5`
Safari	`cmd` + `alt` + `E`, followed by `cmd` + `R`
Edge	`ctrl` + `F5`
Firefox	Follow these instructions.

Service Entitlement Number (SEN)

All customers who have installed an app from Refined have a Service Entitlement Number (SEN).

If you are a Jira admin, you can find each app’s SEN number under Manage apps > Refined. If you are the billing contact of the license, you can locate the SEN number on my.atlassian.com.

Safe mode

To enter safe-mode in Jira:

Go to General Configuration > Manage apps.
Click Enter safe mode, located below the list of installed apps.
When Safe Mode is on, enable only the Refined app.
Recreate the issue you were having, and report your findings back to Refined Support. If the issue still occurs, we’ll know it has to do with the Refined app. If it doesn’t occur, it’s likely caused within another app or by a conflict between Refined and another app.
Go to Manage apps > Exit safe mode and restore previous configuration.

Jira support file

To generate a support file with information about the Jira instance setup and application logs:

Prepare the file for easier troubleshooting. Go to System > Logging and Profiling.
Go to Jira and perform the action that is causing the issue. This will populate the logs with information.
Go to System > Troubleshooting & Support Tools > Create support zip tab. Click Customise zip and remove all logging except Jira application logs.
Download the zip file and send it to Refined support.

Refined support file

To generate a Refined support file:

Go to Refined Administration > Site Builder tab.
In the right-hand list of HELP/TIPS, click Generate support file.

Generate a .HAR file

HAR files contain sensitive information. We use Securely, a Marketplace app to remove sensitive information from HAR files. You can also edit the HAR file in a text editor to remove any lines or sections containing sensitive information.

We use Chrome in the instructions below, but the process is nearly identical in other browsers.

Right-click anywhere on your browser page, and click Inspect. A panel will appear.
Go to the Network tab, and don’t close the panel.
With the panel open, recreate the issue you're experiencing. The Network panel will record all the communication between your browser and our app. If the issue involves opening more than one page, please enable Preserve log just below the Network tab.
Once everything is loaded, click the Export button
Share the downloaded file with us in your ticket.