Short answers to common questions. If yours is not here, contact VIEW26 support.
Files and projects
A project or its files are missing
Only tracked projects appear in the app, and you only see projects you can browse in Jira. Ask a Jira administrator to check the Projects tab of the app settings.
A new project is not showing, or a project shows Pending or Never
The app has not read that project yet. This happens to projects created after the app was installed. A Jira administrator selects Index now on the Projects tab.
A project shows Paused (storage)
The app keeps its list of your files in a storage area of its own, and that area is nearly full. Your Jira storage is not affected. A Jira administrator can stop tracking projects that are not needed, then select Retry backfill to read the project again. Stopping tracking permanently removes the labels on that project's files, so read Projects, indexing and settings first.
I cannot see the Attachments panel on a work item
Look on the right side of the work item, under its fields, for the Attachment Manager section labelled Attachments, and select it to open it. If it is not there, you may not have access; see Editions and permissions.
Does the panel work in projects that are not tracked?
Yes. The panel lists the files of any work item. Only the Attachments, Folders and Overview tabs are limited to tracked projects.
Does the app copy our files?
No. Your files stay in Jira. The app keeps a list of them: name, size, who uploaded them and when.
The numbers on Overview look old
Labels change straight away, but counts and storage figures are updated every night. Check the As of time. A Jira administrator can select Rebuild rollups on the Projects tab to update them now.
Searching
Search does not find my file
Search name looks at file names, not inside files. Type at least two characters, and mind capital letters: “Report” does not find “report.pdf”.
How do I find files that have two labels at once?
The Labels filter shows files with any of the labels you pick. Pick one label, then look at the Label column for the other.
Labels
I cannot add or remove a label
You need permission to edit the work item in Jira. Ask whoever manages that project's permissions.
Are these the same as Jira's labels? Can I search for them with JQL?
No. They are separate from Jira's own Labels field, so Jira search (JQL) cannot find them. Use the Labels filter on the Attachments tab.
I cannot rename or delete a label
Only Jira administrators can rename, merge or delete labels.
Deleting
Some files could not be deleted
Attachment Manager deletes files with your own Jira permissions, work item by work item. The message tells you why: the file was already deleted, you have no permission to delete on that work item, or Jira returned an error.
I see “Request timed out” while deleting many files
Each file takes a moment to delete. Some were deleted before time ran out; reload the list and delete fewer at a time.
Setup and access
I see “No access to Attachment Manager”
You need the Attachment Manager - Use App permission. A Jira administrator grants it under Global permissions.
Setup seems to have paused, or did not finish
Select Check again. If setup did not finish, the screen offers Retry indexing (read the projects again) or Rerun migration (bring labels over from the previous version again). If it still fails, contact support and include the details shown on the screen.
I see “Jira is busy”
Jira is limiting requests for a moment. Wait a little and try again.
Folders or the REST API show an upgrade notice
They are part of the Advanced edition. See Editions and permissions. If your site moves from Advanced back to Standard, your folders are kept and come back when you upgrade again.
Limits
How many files you can label, download or delete at once, how big folders can get, and the REST API limits are all on Limits.