Troubleshooting and limitations

Troubleshooting

A feed shows fewer events than the query returns

This is the most common report, and it usually is not a fault.

Work items whose date field is empty, or holds a value the app cannot read, are excluded from the feed. Which fields have to be readable depends on the Time Type:

Work items where the calculated end falls before the start are also excluded.

To see which ones are affected, use Test Query on the JQL Query tab - it lists the actual value of each mapped field per work item, so blank cells show you exactly where the gaps are.

Also, check the 2,000 work item limit below.

A feed's status is error

The export failed. The usual cause is a JQL query that is invalid, or that references a field, project or filter that has since been renamed or deleted.

Open the feed, go to the JQL Query tab, and use Test Query. Jira's own error message tells you what is wrong. Fix the query and save the feed, which queues it for rebuilding.

If a previous export succeeded, the calendar keeps serving that older data until a rebuild succeeds - so a subscription does not break the moment a query does.

My Calendars shows BUILDING and no URL

The feed has not completed its first export yet. No URL is issued until it does.

Feeds are queued for building when they are created, and the app checks hourly, so this normally clears within about an hour. If it has been longer, check the feed's status on the admin page and the global configuration - sync may be disabled, or today may not be an allowed day.

"Finalizing setup, please wait…"

The app is creating its storage. This is a one-time step that also runs after an upgrade.

It usually takes a few minutes and can take 5 to 10 minutes or longer on a large site. The page refreshes itself when setup completes. If the message persists for more than 20 minutes, contact support - the app shows a diagnostic screen after a few minutes of waiting, and the information on it is useful to include.

A calendar URL returns an error

In every case, the fix is to take a fresh URL from My Calendars and check the feed's status on the admin page.

Nothing is syncing at all

Check, in this order:

1. Enable Global Calendar Sync in the global configuration. If it is off, no feed anywhere is rebuilt, and a Scheduler Disabled warning appears at the top of the feeds page.

2. Allowed days in the same dialog. If today is not selected, nothing is rebuilt today.

3. The app licence. While it is inactive, no feed is rebuilt, and calendar URLs return 403.

Older events are missing in Outlook

Outlook only displays subscribed events from roughly the last 365 days. The events are present in the feed; Outlook will not render them. This applies to both Outlook desktop and Outlook.com, and it is not something the app can change.

Bounding your query by date - created >= -365d - matches the feed to what clients actually show, and makes the export faster.

A query using currentUser() returns nothing

Expected. Feed queries run as the app, not as the person looking at the calendar, so currentUser() matches nothing. Use explicit criteria in the query and the Security tab to control who sees what. See Configuration and Common use cases.

My calendar is out of date

Check whether it is actually late or actually wrong. Two delays stack up: the feed is rebuilt every 12 hours, and your calendar application then collects that data on its own schedule - up to 12 hours for Google Calendar and more than 24 for Outlook.com, in both cases with no manual refresh available. A day's lag is normal. See Calendar updates.

An event's time looks wrong by a few hours

Check the Default Timezone on the feed's Event Date & Time tab. It tells the app how to read your Jira date fields; if it does not match the timezone those dates were entered in, every event shifts by the difference.

Times are written into the feed with an explicit timezone, and calendar applications convert them into each viewer's local time - so two people in different timezones will correctly see different clock times for the same event. All-day events are the exception: they carry no timezone and fall on the same day everywhere.

The organiser is not shown on my events

Google Calendar and Outlook ignore the organiser recorded in a subscribed calendar. The Organisation Email you set on the Basic Info tab is written into the feed, but those clients will not display it.

Limitations

Behaviour worth knowing about:

• Work items with unreadable date fields are silently excluded from the feed. See above.

• Repetition only supports repeating on consecutive days, driven by a number field.

• Grouping and per-user calendars are not available in this release, so each feed produces exactly one calendar containing all of its events. Planned for a future update.

• There is no export or import of feed configurations in this release. Feeds are created through the admin page. Planned for a future update.

• There is no per-feed manual refresh button. Saving a feed re-queues it.

• Configurations do not carry over from the Connect version of the app. Feeds must be recreated. See Feature parity.

Client-side limitations, outside the app's control:

• Outlook does not display subscribed events older than roughly 365 days.

• Google Calendar and Outlook ignore the calendar's organiser.

• Google Calendar and Outlook.com do not let users refresh a subscribed calendar manually.

Getting help

When raising a support request, include:

• the Feed Name and the Calendar ID shown on the feed's Basic Info tab

• the feed's Status and Last Export from the feeds page

• the JQL query, and what Test Query returns for it

• which calendar application the user is subscribing from.