Confluence - 'Processing error'

[Jay Harlan]

new install of great gadgets in sandbox environment. linked jira/confluence.

unable to add any stonikbyte graph in confluence. receive generic error immediately upon trying to insert.

works fine in Jira dashboard.

how do we address?

‌

[Danut M [StonikByte]]

Hi Jay,

Thanks for posting.

We suspect that this is related to an incident that Atlassian had recently: https://isdown.app/integrations/atlassian-developer/incidents/140045-some-connect-apps-shared-secrets-are-out-of-sync-causing-the-apps-to-not-load

Can you please try reinstalling (uninstall, then install again) the app from Jira? If does not fix, please reinstall the app from Confluence.

If this does not help, please tell us the base-url of your Jira so we can investigate the server logs.

Thank you,

Danut Manda

[Trifacta IT]

Hi Danut,

We had tried to re-install both yesterday but just to be sure we tried again today, it still does not work.

Our base URL is: https://alteryx-sandbox-799.atlassian.net/

[Danut M [StonikByte]]

Hi Trifacta IT,

We cleared some data related to these apps installation from our database.

Please reinstall them both. This should fix.

Let me know how this works.

Thank you,

Danut Manda

[Jay Harlan]

Hello Danut, thank you for the quick follow-up.

We were initially seeing the following in both Jira and Confluence [cid:image001.png@01D8DEDD.A1AC1E20]

The app was reinstalled and both confluence and Jira now appear to be working as expected.

Thank you for the help and quick follow-up/resolution.

Would you elaborate on the issue and if there is anything we can do on our side to prevent from occurring in the future? Or was this a bug in Stonikbyte? Or in Atlassian?

Thank you

Jay Harlan

[Jay Harlan]

Hi Danut

the reinstall has cleared the issue in both Jira & Confluence. will close tix

thank you

Jay Harlan

[Jay Harlan]

the app was reinstalled per guidance from Danut and is now working as expected

[Danut M [StonikByte]]

Hi Jay,

I'm glad that it works now.

As I mentioned before, there was an issue with Atlassian (https://isdown.app/integrations/atlassian-developer/incidents/140045-some-connect-apps-shared-secrets-are-out-of-sync-causing-the-apps-to-not-load) causing some info specific to Jira instances and app installations to get out-of-synch. Our app for Confluence connects to the one from Jira in order to retrieve the gadgets data. And due to this Atlassian issue, they failed to communicate with each other.

Although we do not expect this issue to reoccur, we will try to modify our app in such a way to not be necessary to clear the database entries from our servers (as we have done this time) in order to recover after such a situation. A simple app reinstall of the Jira app done by the Jira admin should be enough to make it work again.

Danut.