Troubleshooting | Sprint Organizer Documentation

Troubleshooting documentation.

Overview

Most issues encountered while using Sprint Organizer are related to synchronization, Jira permissions, or recently modified sprint data.

Because Sprint Organizer synchronizes sprint information asynchronously, changes made in Jira may not be reflected immediately. In many cases, waiting for the next synchronization cycle resolves the issue.

Before contacting support, review the troubleshooting topics below.

Installation & Licensing

App is not visible after installation

Symptoms

The application does not appear in Jira after installation.

Possible causes

• Installation is still in progress.
• The app has not yet been initialized.
• The current user does not have permission to access the application.

Recommended solution

• Refresh Jira.
• Wait a few minutes after installation.
• Verify that the app was successfully installed.
• Confirm that you have permission to access Sprint Organizer.

License is inactive or expired

Symptoms

Sprint Organizer is unavailable or displays licensing information.

Possible causes

• The Marketplace license has expired.
• The trial period has ended.

Recommended solution

Verify the app license in Manage Apps and renew or reactivate it if necessary.

Synchronization

Sprint Reporting fields are empty

Symptoms

Sprint Reporting custom fields contain no values.

Possible causes

• Synchronization has not completed.
• The issue is not assigned to a sprint.
• The sprint was created recently.

Recommended solution

• Wait for synchronization to complete.
• Verify that the issue belongs to a sprint.
• Refresh the issue.

Sprint data is not up to date

Symptoms

Sprint Name, Goal or Dates do not match Jira.

Possible causes

• Sprint metadata has recently changed.
• Synchronization is still processing updates.

Recommended solution

Allow a few minutes for Sprint Organizer to complete synchronization before verifying the data.

Newly created sprint is not visible

Symptoms

A sprint exists in Jira but is not yet displayed.

Possible causes

• Synchronization is still running.
• The sprint belongs to a board that is not accessible.

Recommended solution

Wait for synchronization and verify board permissions.

Deleted sprint is not displayed

Symptoms

A deleted sprint cannot be found.

Possible causes

• The sprint was deleted before Sprint Organizer was installed.
• Synchronization has not yet processed the deletion.
• The sprint is outside the current permissions.

Recommended solution

Verify the Sprint Audit Log and confirm that Deleted Sprint Tracking is available for the sprint.

Sprint Reporting

Sprint fields contain unexpected values

Symptoms

Sprint metadata differs from Jira.

Possible causes

• Sprint information has recently changed.
• Synchronization is still processing updates.

Recommended solution

Wait for synchronization to complete and compare the values with the Sprint details.

JQL does not return expected results

Symptoms

Search results are missing expected issues.

Possible causes

• Sprint Reporting fields have not yet been synchronized.
• The JQL query is incorrect.
• Jira permissions limit the returned issues.

Recommended solution

Verify the query, confirm synchronization, and check issue permissions.

Dashboard reports differ from JQL results

Symptoms

Dashboard statistics and JQL searches return different values.

Possible causes

• Data synchronization is still running.
• Different filters are being applied.

Recommended solution

Refresh the dashboard, verify active filters, and allow synchronization to finish.

Space Pages & Global Administration

I cannot see a sprint

Symptoms

A sprint visible in Jira is missing from Sprint Organizer.

Possible causes

• Missing Jira permissions.
• No access to the board.
• Synchronization has not completed.

Recommended solution

Verify permissions and wait for synchronization.

Dashboard statistics seem incorrect

Symptoms

Dashboard totals do not match expectations.

Possible causes

• Recent sprint changes are still being processed.
• Filters are applied.

Recommended solution

Refresh the dashboard and compare the information with the Sprints page.

Sprint Audit Log does not contain the expected event

Symptoms

An expected audit event is missing.

Possible causes

• The event occurred before Sprint Organizer was installed.
• The event is older than the retained audit history.
• The event has not yet been synchronized.

Recommended solution

Verify the event time and allow synchronization to complete.

Permissions

Missing projects, boards or sprints

Symptoms

Some resources are missing.

Possible causes

The current user does not have permission to access them.

Recommended solution

Verify Jira project, board and issue permissions.

Users see different sprint information

Symptoms

Different users see different Sprint Organizer data.

Possible causes

Jira permissions differ between users.

Recommended solution

Compare user permissions in Jira.

Performance

Synchronization takes longer than expected

Large Jira instances require more time to process sprint updates.

Allow synchronization to complete before verifying newly created or modified sprint information.

Large Jira instances

Sprint Organizer processes sprint updates asynchronously to ensure reliable synchronization while respecting Jira API limits.

Short synchronization delays are expected in environments containing large numbers of projects, boards, and sprints.

Still Need Help?

If the issue cannot be resolved using this guide:

• Review the FAQ.
• Collect screenshots and information describing the issue.
• Contact the Sprint Organizer support team.

See the Support page for available support channels.