Troubleshooting BulkOps app for Jira

Unable to sign in?

If you've encountered a problem with signing in while using the right password and username. There are two possibilities that could be the cause

• You do not have cookies enabled on your Browser. If you do not enable cookies, the app will be unable to work. We rely on setting a session for each user and thus cookies are required for the proper function of the app. The cookie expires the instant you close the tab of that browser window.

• You're not using all lowercase letters for your username. The app requires that the username is in lower cases. The moment you attempt to log in with an upper case in your username, the app will not recognise your user even though the username is correct the way you registered it. A text on the sign-in page shows information that instructs you the user to key in the username in small letters.

Unable to sign up?

• Are you attempting to sign up for an account and the form data is cleared without an error? This happens, because you do not have cookies enabled on your browser. Please enable cookies on your browser, so a session can be created for you to sign up.

Unable to receive the verification email?

• When you register for an account, we send two emails, a welcome and a verification email. The latter, helps you verify your account, so we are certain that it's an actual user that has created an account within our system. If for some reason (i.e. organisation firewall prevents email delivery) It is advisable that you contact our support to provide you with our domain name to whitelist.

• If you're using o365 as your mail provider, you might want to check if Mimecast has blocked our domain based on your configuration. You can get your administrator to contact mimecast to whitelist our domain after contacting our support as above and we've provided you with our domain.

• Alternatively, if for some reason you are unable to perform a whitelist of our domain, you can always re-register an account using an email address that is not blocking our domain. Mostly the user of a personal email address such as gmail.com performs your bulk operation task.

Received 500 error after login?

• At this time, this would be a rare case, the possibility is that you may have entered a wrong or non-existent Atlassian URL as your instance URL. You can navigate to the settings page after the said login and review the URL you've submitted during sign-up.

500 error upon file upload?

These are some of the likely scenarios that could cause this problem.

• You are uploading a CSV file that has multiple delimiters between each cell. Ensure that your CSV file has a 1-character string as a delimiter. If you're uploading an xlsx file ensure you use a semi-colon because those type of files uses a semi-colon as a delimiter by default.
• Your characters on the CSV files are not UTF-8 encoded. You can ensure that you're building a CSV file that is compatible with UTF-8 by using this text editor https://atom.io to structure your file. If you're uploading an xlsx file, ensure that when you exported it, it is in UTF-8 character encoding. If not, you will experience this sort of error.
• You've added a non-identical row between each column. E.g The bulk delete feature requires 2 columns, however after row 5, your column is 1. At this point, this will result in a 500 error. Ensure that each row are completely identical to the number of columns the file was structured too. i.e If it is a 2-column CSV file, each row must have 2 values and there should be no blank rows at the end of the file.

Error messages?

• If you receive an error message on the UI of "There's an incompatible character used on the text in your file" - This means that your file is not encoded or created in UTF-8 character encoding. You have to ensure that your file was created in that character format for the app to read the characters properly.

Received 400 error

When deleting users?

• If the user account has been disabled from the organization level. This means that the user cannot be removed hence a 400 error. We added more reasons to the audit log to show why the user cannot be removed. In most cases, it is due to an active issue that hasn't been closed. Either the user made a comment or is a reporter or assignee of the unclosed issue. If you want to know more about how we tracked this issue, visit this link here.

When creating users?

• If the user account already exists in your instance, creating the user again will return the error 400 error as the user already exist and creation isn't really taking place. The error just means that the request was not processed during such an action.

When adding users to the group?

• If the user already exists in the group, adding the user again won't work and it will throw a 400 error. The reason for the error is that the request is a bad request due to the fact that the user you're trying to add already exists.

Unable to delete my account?

• If you're unable to delete your account and received a 500 (Internal server error), please wait for a few minutes (e.g. 10 minutes) and try again. Most probably, you've accumulated a lot of records and while deleting it, an error occurred and a rollback was done. So attempting the same action afterwards might alleviate the problem.

Delete my account?

• Please do not request for your account to be deleted by us. This is a self-serve service, and you need to log in yourself and delete your account. We will not take any request to delete your account for any reason.

API key not working?

• Please ensure that you're generating your token from this link on API key. Once you do that, the token button should show as active if it's valid.
• My API token says it's "active" but I cannot perform any bulk action. I keep getting 401 status. That happens because for you to use the BulkOps app for Jira effectively, you have to be a site-admin or Jira administrator of your Jira instance. The former is the better option, so you can access all the features and bulk operation capabilities provided by the app.
• The API key is correctly generated. However, it shows as "inactive" and you get a 403 error in the audit log rather than a 401 error. Ensure that you've not done any IP whitelisting that may be blocking some of the Atlassian components needed to validate the token.
• As a final note, make sure that the email address that you registered with has the site-admin privilege and that the API token you're generating is for that particular email address and not for another account. Some users make the assumption and generate an API token for a different email account and use it and thus see that the token is inactive. Ensure that you are generating an API token for the email account that you have used to sign up for the BulkOps app account.

Unable to delete users?

• When a user cannot be deleted, you can check in the audit log to see additional information about why the user cannot be deleted. In most situations, a user cannot be deleted if they have commented, assigned or reported an issue that has not been resolved. An issue in Jira is considered resolved or closed when it has a resolution value. Therefore, deleting bulk users will show in the audit log why the user cannot be removed. N/B: The API used for deleting a user is experimental so for the current time, this is how it behaves.

Deleted user still show in my directory?

• The BulkOps app for Jira works only on a site level and not on an organisational level. Therefore when you delete a user, check the user's directory of the site and not the managed account section of your admin hub as both refer to a different user base.

Verification email comes without a verification link?

• This problem seems to happen with the o365 email service providers where outlook or o365 strips the <a> HTML element from the email that is sent and presents the verification email without a link. You can check your settings with your mail administrator or they should confirm if such settings exist that strip links from emails. If not, you can turn off HTML in your email settings and receive the plain text version which should just contain a link without any HTML tags. As an alternative, you can view the email header if you're using Microsoft tools will show you how you can see the plain text version of the message header and use the verification link. If all fails, you can always reach out to our support There shouldn't be an occurrence of this behaviour as a fix was applied.