---
title: "Troubleshooting BigPicture Gantt Export Issues in Jira Data Center"
canonical: "https://support.appfire.com/space/SUPPORT/3758588042/Troubleshooting%20BigPicture%20Gantt%20Export%20Issues%20in%20Jira%20Data%20Center"
format: markdown
---
This article explains how to resolve a case where exporting a BigPicture Gantt module to an MS Project-compatible format gets stuck and no file is generated in Jira Data Center.

> ℹ️ **Audience:** External customers
> ℹ️ 
> ℹ️ **Applies to:** BigPicture with BigTemplate on Jira Data Center
> ℹ️ 
> ℹ️ **Article type:** Troubleshooting

# Problem

When you export a BigPicture module to an MS Project-compatible format such as MPP or MPX, the export may remain on the loading screen indefinitely and never produce a file. Other export types, such as CSV or XLSX, may continue to work normally.

# Symptoms

- The export dialog stays in a loading state for a long time.
- No MS Project export file is created.
- CSV or XLSX exports work, but MS Project-compatible exports fail.
- Export environment checks may report temporary directory read or write failures.

# Prerequisites

- Administrator access to each Jira Data Center node
- Access to the operating system where Jira is running
- Permission to verify installed system packages and filesystem settings

# Solution

## Step 1: Confirm the temporary directory Jira is actually using

In Jira, open the system information page and find the value of `java.io.tmpdir`. BigTemplate checks and initializes export dependencies in that exact directory, not necessarily in the path you expect.

**Expected result:** You have the exact temporary directory path used by the running Jira application.

## Step 2: Verify Node.js and npm are installed for the Jira service environment

Make sure Node.js and npm are installed on the server and available to the account and service environment that runs Jira. If they are missing, BigTemplate may be unable to initialize the export tooling it needs.

> ⚠️ Install Node.js and npm using a system-level installation method that the Jira service can detect. Avoid relying on user-specific installation methods that may not be visible to the Jira process.

**Expected result:** Node.js and npm are available to Jira on every node where exports may run.

## Step 3: Check the export tooling directory under the Jira temp path

Look for the `puppeteer-export` directory under `{java.io.tmpdir}`. If Jira could not initialize dependencies, this directory may be missing or incomplete.

**Expected result:** The `puppeteer-export` directory exists in Jira's actual temp directory.

## Step 4: Verify permissions and execution capability

Confirm that the Jira service user can read, write, and execute files in the temporary directory and in the `puppeteer-export` subdirectory. Also verify that the filesystem is not mounted with a `noexec` option, because that can prevent required scripts from running.

**Expected result:** The Jira service account has the required access, and the filesystem allows execution.

## Step 5: Reinitialize export dependencies if needed

If the directory is missing, incomplete, or appears corrupted, reinitialize the export dependencies. One approach is to remove the existing `puppeteer-export` directory and restart Jira so the application can recreate it. If your environment cannot download dependencies during startup, manually prepare the export tooling and place the complete directory into `{java.io.tmpdir}/puppeteer-export/`.

> 📝 For environments with restricted internet access, use the offline export library installation process documented for BigTemplate and copy the fully prepared export directory into the Jira temporary path.

**Expected result:** The export tooling is fully present and ready to run in the Jira temp directory.

## Step 6: Repeat the checks on every Jira Data Center node

In clustered environments, make sure the same prerequisites and export dependencies are present on each node. A fix applied to only one node may leave exports failing intermittently or on specific requests.

**Expected result:** All nodes are configured consistently.

# Verification

After completing the steps above, run an export of a BigPicture Gantt module to an MS Project-compatible format.

- The export completes without hanging.
- The file is generated successfully.
- Temporary directory checks pass.
- The result is consistent regardless of which Jira Data Center node handles the request.

# Preventive Guidance

- Include Node.js and npm in your standard server build for BigTemplate on Jira Data Center.
- After upgrades or node changes, verify that Jira still detects Node.js and npm correctly.
- If you clear caches or rebuild nodes regularly, confirm that export dependencies can be recreated successfully.
- For restricted environments, document and retain your offline export tooling installation procedure.
- Keep configuration consistent across all Data Center nodes.

# Related documentation

- [BigTemplate installation](https://appfire.atlassian.net/wiki/spaces/BTdc/pages/3536388428)
- [Offline PDF export library installation](https://appfire.atlassian.net/wiki/spaces/BTdc/pages/3720216577)