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ReferenceTroubleshooting

❓ Troubleshooting & FAQ

Common issues, their solutions, and frequently asked questions about Sniffer, Jira sync, the extension, and AI features.

🔧 Troubleshooting#

🔄 Jira Tickets Not Syncing#

Symptoms: Bugs created in Sniffer don’t appear in Jira, or status changes don’t propagate.

Solutions:

  1. Verify Jira credentials in 🏢 Company Settings → Integration  — test the connection.
  2. Check that a Jira project is selected in Project Settings → Integrations.
  3. Ensure sync toggles are enabled (Sync To Jira, Sync From Jira).
  4. Verify field mapping — all required Jira fields must be mapped.
  5. Check that the Jira user has permission to create issues in the target project.
  6. Look at the Activity History on the bug — sync failures are logged there.

💬 Feedback Widget Not Showing#

Symptoms: The floating feedback button doesn’t appear on your website.

Solutions:

  1. Verify the script tag is installed correctly: <script src="https://cdn.snifferweb.com/sniffer.js" data-project-id="YOUR_PROJECT_ID"></script>.
  2. Check that your domain is in the Whitelisted URLs list (🏢 Company Settings ).
  3. Open browser DevTools console and look for Sniffer-related errors.
  4. Ensure the project has the feedback widget enabled.
  5. Confirm no Content Security Policy is blocking cdn.snifferweb.com.

📡 Live Logs Not Capturing Errors#

Symptoms: No auto-detected errors appear despite known issues on the website.

Solutions:

  1. Ensure isLiveLogEnabled is turned on in ⚙️ Settings.
  2. Verify the Sniffer script tag is installed and loading (check Network tab).
  3. Check that your domain is whitelisted.
  4. Some errors from third-party scripts may be filtered by browser CORS policies.
  5. Check the 🤖 Sniffer AutoBug  Live Feed to confirm whether events are arriving but being filtered by configuration.

🚫 Cannot Create a Project#

Solution: Your account needs PROJECT.CREATE permission. Contact your organization admin to assign the appropriate role. See ⚙️ Settings & Permissions .

🧩 Sniffer Panel Not Appearing in Jira#

Symptoms: The “Sniffer” tab doesn’t show in the Jira issue sidebar.

Solutions:

  1. Verify the Sniffer for Jira app is installed from the Atlassian Marketplace.
  2. Check that your Jira admin has approved the app’s permissions.
  3. Try refreshing the Jira page.
  4. If the panel shows but is empty, click “Sign in to Sniffer” to authenticate.

🔑 Session Expired in Jira App#

Symptoms: The Sniffer panel shows a sign-in prompt even though you logged in before.

Solution: Sessions last 30 days. Click the sign-in button to re-authenticate. This is normal security behavior. See 🧩 Sniffer for Jira .

🎥 Recordings Not Attaching to Jira#

Symptoms: Screen recordings uploaded in Sniffer don’t appear as Jira attachments.

Solutions:

  1. Ensure the Sniffer for Jira app has write:jira-work permission.
  2. Verify the recording was generated with a shareable link that includes the Jira issue key.
  3. Check that the webhook trigger is configured.

🤖 AI Analysis Not Available#

Symptoms: The Bug Analyzer tab is empty or missing.

Solutions:

  1. AI analysis must be enabled for the project (check ⚙️ Advanced Settings).
  2. AI analysis is not available for Epic issue types.
  3. The analysis may need to be triggered manually via the Trigger Analysis button.
  4. Confirm AI provider credentials are set at 🏢 Company Settings →  A I Configuration (OpenAI/Anthropic key).

⚡ Bulk Operations Not Working#

Solution: You need TASK_BOARD.EDIT permission. Check your role in Settings → Members.

📊 Custom Statuses Not Showing on Board#

Solutions:

  1. Navigate to Settings → Statuses and verify they are created.
  2. Ensure the statuses are active (not deleted).
  3. Refresh the 📋 Task Board  page.
  4. Confirm your Jira mapping isn’t routing items to a status that’s filtered out.

🔌 Browser Extension Not Capturing#

Solutions:

  1. Ensure developer mode is enabled in chrome://extensions.
  2. Try reloading the extension.
  3. Check that you’re signed in to Sniffer within the extension popup.
  4. Verify the target project is selected.
  5. Confirm the current URL matches a Whitelist entry (Privacy tab).
  6. See 🔌 Extension Configuration→  for the full setup guide.

🤖 MCP Tool Calls Failing#

Solutions:

  1. Regenerate your API token in 🏢 Company Settings → API  Token .
  2. Verify the project ID in your MCP config.
  3. Run curl against the Sniffer API with the same token to confirm it works outside the AI tool.
  4. Restart your AI tool after editing the MCP config — config files are loaded on startup.
  5. See 🤖 MCP Integration → .

🛢️ Database Schema Not Pulling#

Symptoms: Schema discovery in 🛢️ Database & Schema  shows “0 objects”.

Solutions:

  1. Verify the credential reference (connectionRef) is valid — test from Company Settings.
  2. Confirm the connecting user has SELECT on information_schema (Postgres), INFORMATION_SCHEMA.TABLES (Oracle), or listCollections (Mongo).
  3. Check for IP allow-list / VPN requirements on the DB side.

🔁 Recurring Task Not Generating#

Solutions:

  1. Confirm the parent issue is marked as Active and not archived.
  2. Verify the recurrence end date hasn’t passed.
  3. For “When done” triggers, the previous instance must be in a DONE status.
  4. See 🔁 Recurring Tasks → .

🔁 Retrospective Real-Time Updates Not Working#

Solutions:

  1. Confirm your network allows WebSocket connections (wss://).
  2. Check that no corporate proxy is stripping Upgrade headers.
  3. Reload the page — the canvas re-syncs from the server on each load.

❔ Frequently Asked Questions#

General#

Q: How many projects can I create? A: There is no hard limit on the number of projects. Create as many as your team needs. Storage and active-user limits apply by plan — see 💳 Billing .

Q: Can I use Sniffer without Jira? A: Yes. Sniffer works as a standalone defect tracker. Jira integration is optional and can be enabled at any time. See 🔗 Integrations .

Q: Does Sniffer support on-premise Jira (Server / Data Center)? A: Currently, Sniffer integrates with Jira Cloud only. On-premise support is on the roadmap.

Q: Can I export my data from Sniffer? A: Yes — CSV export is available from the 📋 Task Board , Dashboard, and Feedback list. Bulk export via API is supported. Contact support for one-off exports.

Q: Is data encrypted at rest? A: Yes — AES-256 at rest, TLS 1.2+ in transit. Sensitive credential fields are additionally encrypted using a separate KMS key.

Jira Integration#

Q: How does two-way Jira sync work? A: When a bug is created in Sniffer, a Jira ticket is auto-created. Status changes, comments, and field updates sync bidirectionally in real time. See 🔗 Integrations .

Q: Can multiple team members use the Jira panel simultaneously? A: Yes. Each user authenticates independently. Session data is stored per Jira account ID.

Q: What happens if I delete a Sniffer bug that’s synced to Jira? A: The Jira ticket remains but no longer syncs. The link is broken.

Q: Can I customize the Jira field mapping? A: Yes. See Project Settings → Integrations → Jira → Field Mapping.

Bug Capture#

Q: What data is captured with each bug report? A: Screenshot, screen recording, console logs, network logs, DOM snapshot, action timeline, browser/device info, and page URL. See 🐛 Bug Details .

Q: What browsers does the extension support? A: Chrome and Microsoft Edge (Chromium-based, Manifest V3). See 🔌 Browser Extension .

Q: Can I mask PII before it leaves the browser? A: Yes — define masking rules in the extension’s Privacy tab and in ⚙️ Settings → Field Configuration → Auto-Blur Rules .

Feedback#

Q: How do I customize the feedback widget appearance? A: Configure brand color, position, display mode, categories, dark mode, and more in Feedback Config or during project creation. See 💬 Feedback .

Q: Can I use my own widget UI? A: Yes — the underlying API is documented; you can build a custom widget that POSTs feedback to the Sniffer API.

Integrations#

Q: What’s the difference between company-level and project-level integrations? A: Company-level sets shared credentials. Project-level chooses which specific Jira project, Slack channel, etc. to link. See 🔗 Integrations .

Q: Can I connect MCP to my AI coding assistant? A: Yes — Sniffer supports Model Context Protocol for Claude, Cursor, and VS Code. See 🤖 MCP Integration .

Q: How do I connect my database for schema linking? A: See 🛢️ Database & Schema  — supports MongoDB, PostgreSQL, and Oracle.

AI Features#

Q: Which LLM does Sniffer use for analysis? A: Configurable per company. Defaults to Claude, but you can bring your own OpenAI / Anthropic / Azure OpenAI key.

Q: Does AI analysis read my source code? A: Only if you’ve configured 🔗 GitHub / Bitbucket integration  and granted repo read access. Otherwise, analysis is limited to bug-attached context (logs, screenshots, descriptions).

Q: Can I disable AI features entirely? A: Yes — turn off Auto-Analysis in project settings and unlink AI provider credentials.

Pricing#

Q: Is there a free trial? A: Yes — see 💳 Billing & Plans  for trial details. Contact the Sniffer team at support@sniffer.dev for enterprise pricing.

🔗 Related Topics#

TopicDescription
🚀 Getting Started → Initial setup and configuration
🔗 Integrations → Jira, Zendesk, Slack setup details
🧩 Sniffer for Jira → The Jira sidebar panel
🔌 Browser Extension → Capture bugs from anywhere
🤖 MCP Integration → AI assistant connectivity
⚙️ Settings → Roles, permissions, and configuration
💳 Billing & Plans → Pricing, invoices, plans
✅ Conclusion → Feature summary and getting help
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