---
title: "Extracting Jira Support zip (plugin doesn't start)."
canonical: "https://support.appfire.com/space/DLP/296981153/Extracting%20Jira%20Support%20zip%20(plugin%20doesn't%20start)."
format: markdown
---
### When?

If you are experiencing problems preventing our plugin from starting, please follow these guidelines to extract the Jira Support zip that we can analyze while troubleshooting.

### The procedure

- Go to: Jira Administration >> System >> Logging and profiling
- Mark the logs with something like "Logs for BigPicture support". **This helps the team find the relevant logs easily so please do not skip this step**. Thank you 🙂
- Find the "configure logging level for another package" link, click it, and set the "DEBUG" level for "com.softwareplant" package see the screenshot:

![image](media://1d9b3c0c-fc3c-47c7-9abe-50cc2bb8ff0b)

- Try to reproduce the problem(depending on your specific case it can be reinstalling the plugin etc..) Our helpful Support staff will provide more detailed guidelines in that respect.
- Download the log from: Jira Administration >> System >> Troubleshooting and support tools >> create support zip
- Please consider limiting the log file according to the following guidelines:

![image](media://e5531533-f1e4-430a-97a8-ea884515dc5b)

- Finally, attach the extracted file **along with the phrase you used for marking the logs and the date you created the support zip** so the team can analyse it.

> ℹ️ Please remember to switch back to WARN as it impacts performance.

### In case your problems are more complex

You are always welcome to contact our [support](https://appfire.atlassian.net/servicedesk/customer/portal/11) directly.