---
title: "Jira Cloud BigPicture Configuration Page Error and Resolution Steps"
canonical: "https://support.appfire.com/space/SUPPORT/3558244475/Jira%20Cloud%20BigPicture%20Configuration%20Page%20Error%20and%20Resolution%20Steps"
format: markdown
---
## Problem

When navigating to **Apps > Manage Apps > BigPicture configuration** in Jira Cloud, the page throws an error instead of displaying the configuration panel. The error may appear as "Installation failed" or a generic loading failure.

## Symptoms

- The BigPicture configuration page displays an error or fails to load.
- The error is typically observed in **sandbox environments** or instances with low usage.
- Production environments may briefly exhibit the same error but recover on their own after some time.

## Prerequisites

- Jira Cloud instance with BigPicture installed and enabled.
- Jira administrator permissions to access Apps > Manage Apps.

## Solution

### Step 1: Wait and retry

BigPicture Cloud instances become **dormant** (frozen) after approximately 10 days of no usage. When you access the application again, the backend automatically detects activity and begins the unfreezing process. Wait a few minutes and refresh the page.

**Expected result:** The configuration page loads correctly after the backend has restarted.

### Step 2: Contact Support if the issue persists

If the page still fails to load after several minutes, contact Appfire Support and request a manual **instance unlock**. Provide:

- Your Cloud Instance Address (e.g., `your-site.atlassian.net`)
- Your Entitlement Number or SEN
- A screenshot of the error

**Expected result:** Support will manually unlock your instance, and the configuration page will become accessible immediately.

### Step 3: Generate diagnostic logs (if requested)

If Support needs additional data, generate a HAR file:

1. Open BigPicture in Chrome (Incognito mode).
2. Press F12 (Windows) or CMD+ALT+I (Mac) to open DevTools.
3. Go to the **Network** tab and ensure recording is on (red dot).
4. Check **Preserve Log**.
5. Clear existing logs (Ø icon).
6. Reproduce the error.
7. Right-click in the Network panel → **Save all as HAR with content**.
8. Also save the **Console** tab output.

### Verification

After Support confirms the unlock (or after the auto-unfreeze), navigate to Apps > Manage Apps > BigPicture configuration and confirm the settings page loads properly.

## Preventive Guidance

- This issue primarily affects **sandbox or test environments** that are not regularly used. Production environments with daily activity are unlikely to experience this.
- If you plan to use a sandbox environment after a period of inactivity, simply access BigPicture once — the auto-detection mechanism will begin unfreezing the backend.
- When copying production data to a sandbox, be aware that the sandbox may need to be manually unlocked if it was dormant.