Troubleshooting License Issues in Getint
If you’re experiencing license-related issues in Getint, follow this guide to diagnose and resolve common problems, such as selecting the correct app, handling license verification errors, and ensuring proper integration setup. This will help you address issues independently and ensure your integrations run smoothly.
Common License Issues
Getint users may encounter the following license issues:
Missing or Expired License: The license is missing or expired, preventing integration.
Invalid License Key: An unrecognized or incorrectly entered license key.
Incorrect App Selection: Attempting to create an integration under an app that does not align with the intended integration type.
Deployment-Specific Issues: Differences between Jira Cloud, Data Center, and on-premise setups that may impact license.
Key Troubleshooting Steps
1. Verify App Selection for Integrations
Each Getint app is tailored to specific integrations (e.g., Jira-Asana, Jira-DevOps). It is crucial to select the correct app for your integration to avoid licensing errors.
How to Select the Correct App:
Jira Cloud:
Confirm the integration type you’re creating (e.g., Jira with Asana).
Navigate to Apps at the top of your Jira screen.
Select the appropriate Getint app matching your integration (e.g., “Jira-Asana” if integrating Jira with Asana).
Jira Data Center:
Confirm the integration type you’re creating (e.g., Jira with Asana).
Go to Manage Apps on the Settings Icon.
Select Administration on the appropriate app, like “Jira-Asana” if integrating Jira with Asana.
If you see the error message “Failed to fetch flow triggers: Invalid Jira license,” this may indicate the incorrect app has been selected for the integration or that you do not have the license for that integration.
2. Confirm License Status
To check the status of your license, follow these steps based on your environment:
For Cloud and Data Center:
Go to Marketplace > Manage Apps in your Atlassian instance.
Locate the Getint app to confirm the license is active.
On-Premise:
Access Settings > License within the Getint app to verify your license status.
3. Renewing or Updating a License
If you find your license has expired or you need a new one:
Jira Cloud / DataCenter - Renew Your License:
Go to the Atlassian Marketplace and search for the relevant Getint app (e.g., Jira-Asana).
Renew, purchase a license, or activate a trial if you’re to start the trial period.
Getint OnPremise - Updating the License Key:
If you have a new key, navigate to Settings > License in Getint.
Enter the new license key and click Update.
4. Check for Common Errors in the Logs
For detailed troubleshooting, review the logs in Getint to identify any license-related errors:
Where to Find Logs:
Access logs by checking the latest Runs, then select the 3 dots on the right corner and details. Select Logs on the left side
Enable Debug and HTTP Logging:
Go to Settings> Data Storage. Set logs level to Debug level and enable HTTP logging for detailed error tracking.
Look for keywords like License and Invalid.
Diagnosing Specific License Issues
Invalid License Key
If you encounter an Invalid License Key error:
Re-Enter the License Key, if you have received a license from us:
Go to Settings > License and carefully re-enter the license key.
Ensure the key matches the one provided by Getint.
Check for Key Formatting:
Avoid extra spaces or incorrect characters.
If errors persist, reach out to Getint Support for assistance.
Missing Permissions on Jira Integration
If the Jira integration isn’t running as expected:
Confirm the Jira user used for integration has the required permissions, as Getint uses the Jira REST API to validate licenses.
To validate the connection:
Go to Integrations > select the connection name > click Update to refresh the connection and test permissions.
Contacting Getint Support
If you cannot resolve your issue using this guide, contact Getint Support with the following details:
Instance ID and Entitlement number (SEN).
Screenshots of the license settings and any error messages.
Logs (ensure Debug and HTTP logging are enabled).
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