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NEXUS / SUPPORT / GETTING HELP

Stuck?
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A one-page guide for Jira administrators and testers.

Most questions have a quick answer. Check the table below first. If it does not solve it, email us with the details in the checklist and a person will reply.

Email support

Quick answers

What you seeWhat it meansWhat to do
"Nexus is finishing setting up on this site"Nexus is preparing its storage after install. This happens once and takes about four minutes.Nothing. It finishes by itself and the message updates on its own. You can already set up projects.
"Nexus is read-only" with a licence messageThis site's Nexus licence is not active, so you can view and export but not change anything.A Jira administrator checks the subscription under Jira settings, Apps, Manage apps. Your data is untouched and everything works again as soon as the licence is active.
"Nexus isn't switched on in this project yet"The project does not have the Nexus issue types (Test Case, Test Set, Test Execution) yet.A project administrator presses Set up this project. To set up many projects at once, use Nexus Setup under Jira settings, Apps.
A message that Jira is busy, or a page that is slower than usualNexus shares Jira's request limits with the rest of your apps. When Jira is busy Nexus slows itself down instead of failing.Wait a minute and try again. If it keeps happening, tell us which page and roughly when.
No Record button when creating a test caseEither Nexus Recorder is not installed in this Chrome profile, or a Jira administrator switched the Recorder off.Install Nexus Recorder from the Chrome Web Store (publisher Resync Labs). Administrators can check the switch under Nexus Setup, Site Defaults.
AI features are missing or say they are not availableAI runs on your own AI account. It needs a connected account and AI turned on for the project.A Jira administrator connects the account under Nexus Setup, AI setup, then turns AI on for the project.
Test results from your pipeline do not appear in NexusThe upload was refused or never reached Nexus. Common causes are a revoked or wrong API key, a key without permission to record results, or a results file with no tests in it.Check the key under Project Settings, API Keys and CI, and read its request log: it shows each call and why it was refused.

Before you email

A few details let us answer in one reply instead of several:

  • Your Jira site address, for example yourcompany.atlassian.net.
  • The Nexus page you were on and what you clicked.
  • What you expected, and what happened instead, including any message word for word.
  • A screenshot of the problem. If you are a Jira administrator, add a screenshot of Nexus Setup, Health.
  • Your Nexus version, from Jira settings, Apps, Manage apps.

What happens next

  • A person replies within 24 hours (our target for a first reply), 9am to 5pm New Zealand time, Monday to Friday.
  • We may ask for one more detail. We never need passwords, API keys or real customer data, so please do not send them.
  • If it is a fault in Nexus, we tell you when a fix is planned. Fixes are listed in the release notes with what the problem was and how it was fixed.

Email nexus-support@resync.co.nz. For an urgent problem (Nexus is down or your data is at risk) put "Urgent" in the subject line and we respond at any hour. To report a security concern, put "Security" in the subject.

See also: Support contact details and the release notes.