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Diagnosis for Enterprise Customers: "Runs Forever" Issue

Diagnosis for Enterprise Customers: "Runs Forever" Issue

Overview

On enterprise-level instances, the diagnosis process may sometimes run indefinitely and fail to complete. This behaviour is linked to limitations in Atlassian Forge's “docboard” when processing large-scale, aggregated reports. The following steps provide clear workarounds to reset the diagnosis settings and run each report separately for a more granular troubleshooting approach.

Description

The diagnosis process may sometimes get stuck and never finish due to the inherent limitations of Atlassian Forge's docboard on enterprise instances. Rather than processing a combined report, it is more reliable to run each report individually. This enables you to identify the specific report that might be causing the issue.

Troubleshooting Steps

1. Reset Diagnosis Settings

🛠️ Reset the Diagnosis Settings in the Configuration

  1. Access Configuration:
    Navigate to your instance's configuration settings where the diagnosis options are available.

  2. Reset Settings:
    Look for the diagnosis settings and choose to reset them to their default state.

2: Generate Diagnosis Separately for Each Report

🛠️ Run Each Report Independently

  1. Avoid Aggregated Reports:
    Instead of using the docboard to run the entire diagnosis as a single aggregated report, generate the diagnosis for each individual report separately.

image-20241227-131138.png

  1. Run Sequentially:
    Execute each report one by one. This sequential execution helps in determining if a particular report is causing the process to hang.

    image-20241227-131245.png

  2. Check Task Manager:
    Use your task manager to monitor the status of each report. Look for any error messages or signs of failure in execution.

    image-20241227-131325.png

  3. Identify the Issue:
    Once you pinpoint the report that causes the diagnosis process to stall, note the details and any error logs.

  4. Contact Support if Needed:
    If the problem continues with a specific report, gather all relevant error information and contact support for further investigation.

Contact Support

If the diagnosis still does not complete successfully after following these steps, please reach out to our support team with the relevant logs and screenshots. The detailed observations will aid in a more targeted investigation and faster resolution.