We are working hard to minimize the occurrence of errors in ProForma. If you have encountered an error, this page will assist you in getting a quick resolution. Note that ProForma also includes dynamic error tracking which logs exactly when errors occur. If the error you are experiencing does not resolve, please submit a support request and we will endeavor to resolve the problem. 

  

'App is not responding'

If the form repeatedly fails to load and you receive a message that says the "App is not responding," it's likely that your firewall may be blocking Javascript requests to ProForma. To get it working, you would need to configure your firewall to allow Javascript from at least these two domains:
https://pf-internal.thinktilt.net
https://pf-v5.thinktilt.net

However these can change from time to time, so I would recommend using a wildcard to allow any thinktilt.net domain, eg https://*.thinktilt.net


Error 400: Client Error

There was an error coming from the user interface. Please refresh your browser and try the operation again. Submit a support request if the problem persists.

Error 401: User is Not Logged In 

The user is not logged into Jira. Log into Jira and try the operation again.

Error 401: Unauthorized 

Jira has has been configured with additional mandatory fields on this issue which have not been included on the ProForma form. ProForma needs enough information to satisfy the required fields in order for the issue to be created. Check for any fields that are required for issue creation and add them (as linked Jira fields) to the ProForma form.

Error 401JWT Parsing Error

This error occurs when ProForma is unable to verify your Jira connection (current session) and can usually be resolved by refreshing your browser.

Error 401JWT Signature  Error

This error occurs when ProForma is unable to verify your Jira connection (current session) and can usually be resolved by refreshing your browser.

Error 401JWT Verification Error

This error occurs when ProForma is unable to verify your Jira connection (current session) and can usually be resolved by refreshing your browser.

Error 401: Module Access Error

The user does not have permission to access this operation. Check your permissions and try the operation again. Submit a support request if the problem persists.

Error 402: Product is Unlicensed  

To confirm whether or not you have a valid license, navigate to the Manage add-ons administration page; click on ProForma and check that the License Status says 'Valid'.

If the license is not valid, then you will need to enter the license key which will be provided when you sign up for ProForma on the Atlassian Marketplace.

Error 403: Forbidden

The user does not have permission to perform this operation. The same permissions that apply to Jira issues also apply to ProForma. For example, if a user has permission to view an issue, but not edit it, then the user may view a ProForma form, but not edit or submit it. 

Creating forms in ProForma requires Project Administration permission.

If you are using Jira Service Desk, then no permission is required for users to submit forms via the customer portal.

Error 404: Not Found 

The item requested could not be found. Try the operation again and submit a support request if the problem persists.

Error 408: Timeout

The operation took to long to complete. We recommend saving and/or submitting frequently to avoid lost work do to timeout errors.

Error 500: Generic Server Error 

Something went wrong on the server. Try the operation again and submit a support request if the problem persists.