Troubleshooting and Support Tools missing

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Platform notice: Server and Data Center only. This article only applies to Atlassian products on the server and data center platforms.

Problem

The Troubleshooting and Support Tools option is missing on the left menu from the System page:

Diagnosis

The "Troubleshooting and Support Tools" is an embedded system plugin installed and enabled by default.

Check the plugin state following the steps below: 

  1. In the top navigation bar click on  > Manage Apps;
  2. On the left menu click on Manage Apps;
  3. In the Manage Apps screen on the Filter visible apps field insert Troubleshooting;
  4. On the dropdown menu that shows "User-installed", change it to "All apps";
  5. Locate the Atlassian Troubleshooting and Support Tools plugin under the System apps section and expand it;

Possible Causes

There are a few possible known causes that can make the "Troubleshooting and Support tools" unavailable in the interface: 

  1. The entire plugin or one of its modules may be disabled;
  2. The plugin may be missing in Jira;

Resolution

For Cause 1 - Plugin is Disabled

  1. In the top navigation bar click on  > Manage Apps;
  2. On the left menu click on Manage Apps;
  3. In the Manage Apps screen on the Filter visible apps field insert Troubleshooting;
  4. On the dropdown menu that shows "User-installed", change it to "All apps";
  5. Locate the Atlassian Troubleshooting and Support Tools plugin under the System apps section and expand it;
  6. Ensure that the plugin is enabled together with all its modules;


For Cause 2 - Plugin is missing

  1. Download the Troubleshooting and Support - Jira plugin from the Atlassian Marketplace (This is exactly the same embedded plugin provided with Jira)
  2. In the top navigation bar click on  > Manage Apps;
  3. On the left menu click on Manage Apps;
  4. In the Manage Apps screen click on the Upload app button; 
  5. In the Upload app pop up screen click on Choose File and select the downloaded plugin file;
  6. Click on the Upload button. 


Last modified on Oct 19, 2021

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