-
Bug
-
Resolution: Fixed
-
High
-
Severity 3 - Minor
-
14
Issue Summary
Apps are able to be installed and start a trial, however, a minute or less later, the app disappears from the managed apps.
- There isn't any indication that a third-party app installation has failed due to a billing/expired evaluation issue
- Customers are left with the impression that the product is broken and are not given any direction
- Currently, the Manage apps > Audit log shows the site admin having installed and then uninstalled the app immediately after installation - there is no indication that there has been a failure
Steps to Reproduce
- Create and start a trial for Confluence Cloud site Standard/Premium or install an app trial
- Let the site/app payment details expire
- Check internally if the payment tried to process the payment up to three times
- Go to Confluence Settings > Find apps (or go directly to a Confluence cloud app at the https://marketplace.atlassian.com/)
- Find an app and install/start a trial
- After a minute, check if the app is still installed on the site
(Annual subscriptions payment logs will not "fail", but will display the same behavior when trying to install an app - it will automatically uninstall - check the app audit log)
Expected Results
The add-on stays installed, as there was no indicator of failing/errors
Actual Results
The app installs and then it disappears from the managed apps.
There is no errors or warnings. You can see it uninstalled from the audit log but no motives why.
Workaround
Fixing the payment expired should allow new apps to be installed without any issues.
Open a support ticket with the Billing and Licensing team at https://support.atlassian.com/contact/ to help you figure out the billing and payment issues.
- is related to
-
MP-87 Customers should be informed that third-party app installations are failing due to non-payment or expired evaluation
- Closed
- mentioned in
-
Page Failed to load
-
Page Failed to load
-
Page Failed to load
-
Page Failed to load
-
Page Loading...
-
-
-
-
-
-
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[MP-126] Failing to install trial apps/add-ons if there is billing/payment details expired
Replicating my update from similar ticket CONFCLOUD-74823
Update:
still blocked on this. Turns out the fix that was stated by Confluence team was actually not fixed and we (Marketplace UPM cloud team) have been trying to spin up instances with no luck even after asking and scrolling slack here and there (because usually these are repeated errors and doing investigation by self is better than checking with a dedicated #cc-be-developer-experience channel) to figure the issue out.
We have now escalated this to their team and their manager & if they need to bring in On-call to free India team. (UPM team is based out of India), this issue is only happening in India zone.
This includes ~13-14 days of wait + innovation week + 1 more week of back and forth discussions with Confluence team (US time zone) with the instance not spinning up, leading us to keeping this ticket open.
f7ae1d98cc50 the update is: We have released this change for Jira right now, and are replicating the same changes in Confluence.
similar tickets were open on our end: https://jira.atlassian.com/browse/JRACLOUD-73724 and have been closed. We will close this as well.
The fix will introduce a new error message for the users which will occur if the user's instance has some issue with the license status of the App / site or the instance (jira/confluence) which looks like the screenshot below.
Most of the cases that have been analyzed internally are
Please reach out to the our support / billing team and they would take the required steps for the same. Please pay if any quote is generated and continue using the app.