❓ Troubleshooting & FAQ

🔧 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 → Integrations — 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

💬 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 → SNIFFER config)
3. Open browser DevTools console and look for Sniffer-related errors
4. Ensure the project has the feedback widget enabled

📡 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

🚫 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

⚡ 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

🔌 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
4. Verify the target project is selected

❔ 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.

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: Data can be accessed via the Sniffer API. Contact support for bulk export options.

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.

Bug Capture

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

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

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.

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.

Pricing

Q: Is there a free trial? A: Contact the Sniffer team at support@sniffer.dev for trial and pricing information.

🔗 Related Topics