Troubleshooting add-ons

You can diagnose and fix common problems with add-ons by looking at our troubleshooting tips.

Why can't I uninstall this add-on?

Some add-ons cannot be uninstalled because they're distributed as part of Jive. These add-ons don't have the Uninstall option when you click the gear icon.

There are no add-ons in All Add-ons > Available

The Add-ons Registry may have been disabled, so check the Jive property jive.appsmarket.registry.enabled. The Add-ons registry is disabled by default on hosted and on-premise instances, so you may need to set this system property to true. If you don't have access to Admin Console: System > Management > System Properties, contact Support to make the necessary changes. For more information, see Getting started with the new Jive Support Portal on Worx.

I can no longer configure tiles, and they are not updating

The integration service may be down or unreachable. If it seems that everything is up and running, you may need to reconnect as described in Reconnecting to add-on services.

My add-on is gone! Can I get it back?

There are only two ways add-ons are uninstalled when it's not done by your Community Admin. First, if we need to ban the add-on in the Add-ons Registry. An add-on might be banned because it violates Jive policies, or because it references a cloud service that is no longer available. Second, add-ons delivered by a plugin may be discontinued. This may be due to licensing or Jive edition changes, or because the plugin was uninstalled.

When trying to configure a tile, the dialog hangs with a "Loading..." message

The lightweight user interface provided by add-ons for configuring tiles is almost always served on the integration server. Ensure this server is up and running, can be reached by Jive, and has an SSL certificate that Jive accepts. If the related add-on provides a health check URL, you can run service diagnostics from the add-on management page, as described in Using service diagnostics.

Using service diagnostics

Some add-on services use diagnostics, or a health check, that show the network status and provide other system messages. You can use the Service diagnostics to check on the network connection status of an add-on, as well as any messaging from the resources connected to that add-on.

Fastpath: User interface: Your avatar > Add-ons
Note: Not all add-ons include service diagnostics.

To check your add-on:

  1. In the user interface, click on your avatar in the upper right corner, and then click Add-ons.
  2. On the Add-ons tab, select All Add-ons > Installed.
  3. Click the gear icon next to the add-on that you want to check for updates, and then click Run Service Diagnostics, if available.
    Note: Some add-ons do not include diagnostics.
  4. Check the diagnostics to see if there are any communication issues with the add-on.
  5. Click Close at the bottom of the dialog.