---
title: "Troubleshooting and Debugging Information"
canonical: "https://support.appfire.com/space/JCPP/71272867/Troubleshooting%20and%20Debugging%20Information"
format: markdown
---
> Macro (aura-html)

# Overview

If the app is not working as expected, it can often be resolved by checking the configuration and looking at the errors produced. For certain errors, more detailed information on the problem should be sent to us.

# Initial steps

1. Have you made customizations?  If so, double-check your configuration properties.
2. Look through your Data Center log for entries indicating various problems that can occur.
3. If you are debugging a new or changed customization, turn on the debug logging (see below) to get more information on how your properties are being used.
4. If you still face a problem, [open an issue](https://appf.re/support) with the information on your configuration including the Jira version and plugin version.
  - If it is a custom field-specific issue, indicate what type of custom field is causing problems.
5. In most cases, that will be sufficient to resolve the issue. In some situations, more information can be required. For instance, you can attach your exported workflow. In more difficult cases, **you may be instructed to collect debug information**. These are the steps to follow. You will need access to the Jira Data Center log file.

> ℹ️ Look for lines in the Data Center log with **.ClonePlus **or **ClonePlusDetails**

# Steps to collect debug information

1. Refer the [Jira logging and profiling](https://confluence.atlassian.com/display/JIRA/Logging+and+Profiling) page to configure additional temporary logging in Jira
2. Add an entry for **DEBUG** using **org.swift.jira.**
  - Temporary logging will get you started without a Data Center restart. It does **not** carry over after restart.
3. Run a test scenario and then look in the Data Center log. Find the time period close to your test run time and look for entries including text: **.ClonePlus**
4. Attach one of the following:
  1. Cut and paste the entries into a comment (if small) or into a file and attach.
  2. Zip of your Data Center log and ensure it does not contain sensitive information.
  3. Copy your Data Center log and remove earlier entries or other information you may not want to share.

> ℹ️ For more detailed steps, refer to the [How to retrieve debug logs for Bobswift apps in Jira](https://appfire.atlassian.net/l/cp/eURNR1cx) page.

# Troubleshoot possible scenarios

This section lists common errors users can encounter. The table lists such errors with possible causes and the actions administrators or users can take to resolve the error. 

> ℹ️ Ensure to make a copy of the Data Center log to resolve any possible issues encountered.

| **Error encountered** | **Possible causes** | **Recommended actions** |
| --- | --- | --- |
| Unresponsive UI | Insufficient memory if bulk clone operation was performed | It is recommended to follow the Atlassian guidelines during the initial Jira instances' setup.<br>For more details, refer to any of these articles:<br>- [Jira applications installation requirements](https://confluence.atlassian.com/adminjiraserver/jira-applications-installation-requirements-938846826.html#Jiraapplicationsinstallationrequirements-Server-siderequirementsforproduction)
- [Jira Data Center size profiles](https://confluence.atlassian.com/enterprise/jira-data-center-size-profiles-955171062.html) |
| User does not have relevant permissions to perform the bulk clone operation | The administrator must review the given roles and permissions for the user and verify that the specified user has the relevant permissions to perform bulk cloning. |