Overview

This article will help agents troubleshoot two of the most common external stream integration errors:

• Feeds are not updating.
• The option to add feeds or external integrations are not available.

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Information

All versions of Jive.

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Root Cause Analysis

Follow the steps for each diagnosis below:

 

Diagnosis 1

The Add-on is displaying an alert.

 

Solution 1

1. Go to JCA.
2. Check Add-ons.
3. Check for any alerts within the Add-ons.
   
4. Resolve the alert issue.
5. Confirm if the alert is still displayed.

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Diagnosis 2

The Add-on has become disconnected from the service.

 

Solution 2

1. Go to JCA.
2. Check Add-ons.
3. Click on the Settings gear icon followed by Reconnect to Service.
   
4. Confirm the Add-on is reconnected.

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Diagnosis 3

The Add-on needs to be reinstalled to solve the issue.

 

Solution 3

1. Go to JCA.
2. Check Add-ons.
3. Check for any alerts within the Add-ons.
4. Resolve the alert issue by reinstalling the Add-on.
5. Confirm if the alert is still displayed.

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Diagnosis 4

The feeds need to be properly configured.

 

Solution 4

1. Go to JCA.
2. Configure feeds accordingly.
3. Confirm the feeds are enabled and displaying information.

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Diagnosis 5

The issue needs to be replicated to confirm if there is a bug

 

Solution 5

1. Create a test environment.
2. Install the add-on within the environment.
3. Reproduce the issue.
4. Confirm if it is a bug if the issue doesn't occur again.
5. Elevate the issue if there is a bug.

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Diagnosis 6

The instance is not properly connected to the Add-on registry.

 

Solution 6

1. Go to JCA
2. Go to Add-ons > Diagnostics.
   
   
3. Check Add-on registry connectivity.
4. Re-register with the Add-on registry if the instance has a registry connectivity issue.
5. Confirm the instance is properly connected to the Add-on registry.

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Confirmation

Should the troubleshooting solutions above be successful, then feeds will be displayed without any issues, and options to add feeds or external integrations will be available.

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