Licensing

Troubleshooting

Common issues and solutions for Effort Tracker.

Installation Issues

Extension Not Visible

Symptom: After installation, the Effort tab doesn't appear on work items.

Solutions:

1. Refresh the page: Hard refresh with Ctrl+F5
2. Check installation: Go to Organization Settings > Extensions and verify Effort Tracker is installed
3. Wait for propagation: New installations may take a few minutes to propagate
4. Clear browser cache: Clear cache and cookies, then refresh

Permission Denied

Symptom: "You don't have permission" error when accessing the extension.

Solutions:

1. Verify you have at least Basic access level in Azure DevOps
2. Check project permissions with your administrator
3. Ensure the extension is installed for your organization

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Login / Authentication Issues

Unauthorized Error

Symptom: "Unauthorized" error when loading the Effort tab.

Solutions:

1. Refresh the page: Your token may have expired
2. Sign out and back in: From Azure DevOps, sign out completely and sign back in
3. Check organization header: Ensure you're accessing the correct organization

Token Expired

Symptom: Errors after leaving the page open for a long time.

Solution: Refresh the page to get a new authentication token.

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Effort Logging Issues

Cannot Add Entry

Symptom: Error when trying to add an effort entry.

Possible Causes:

1. Validation error: Check that hours > 0 and ≤ 24
2. License limit: Your organization may have exceeded its user limit
3. Activity type missing: Ensure activity types are configured for the project

License Limit Reached

Symptom: "License limit reached" error.

Solutions:

1. Check user count: Go to Organization Settings > Effort Tracker
2. Buy or update seats: Use the seat controls in the License Management tab
3. Contact admin: Ask your org admin about upgrading

Entry Not Appearing

Symptom: Added an entry but it doesn't show in the grid.

Solutions:

1. Refresh the page: The entry may need a refresh to display
2. Check pagination: The entry may be on a different page
3. Check work item ID: Ensure you're on the same work item

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Activity Type Issues

No Activity Types Available

Symptom: Activity type dropdown is empty.

Solutions:

1. Seed defaults: Go to Project Settings > Effort Tracker > Seed Defaults
2. Create types: Add activity types manually
3. Check project: Ensure you're in the correct project

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Reports Issues

Query Returns No Results

Symptom: Running a query returns empty results.

Solutions:

1. Check filters: Remove or adjust filters
2. Check date range: Ensure dates are correct
3. Check project: Ensure you're in the right project
4. Try without filters: Run with no filters to see all data

Export Fails

Symptom: CSV export fails or downloads empty file.

Solutions:

1. Run query first: Ensure the query returns results before exporting
2. Check browser: Try a different browser
3. Disable popup blocker: Ensure downloads aren't being blocked

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Performance Issues

Slow Loading

Symptom: Effort tab or Reports hub takes a long time to load.

Solutions:

1. Reduce data: Use filters to limit results
2. Check network: Ensure stable internet connection
3. Reduce page size: Use smaller page sizes for large datasets

Timeout Errors

Symptom: Requests time out on large operations.

Solutions:

1. Break into smaller operations: Export/purge in smaller batches
2. Try during off-peak hours: Less load on servers
3. Contact support: For persistent issues

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Import Issues

Import Fails

Symptom: CSV import fails with an error.

Common Causes:

1. Invalid format: Ensure CSV matches the template format
2. Invalid date format: Use YYYY-MM-DD (e.g., 2025-01-15)
3. Missing columns: All required columns must be present

Import License Error

Symptom: "Import would exceed license limit"

Cause: The import contains new users that would push you over your seat limit.

Solutions:

1. Update seats: Increase seat count using the Update Seats button
2. Import fewer users: Split import into batches
3. Remove existing users: Purge data from inactive users

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Subscription Issues

Subscription Not Showing

Symptom: Just subscribed but status still shows "Free".

Solutions:

1. Click Refresh: Use the refresh button in License Management
2. Wait a moment: Paddle webhooks may take a minute
3. Check email: Confirm payment was successful

Past Due Status

Symptom: Subscription shows "Past Due".

Solutions:

1. Update payment: Click Manage Subscription and update payment method
2. Check card: Ensure card hasn't expired
3. Check balance: Ensure sufficient funds

Canceled by Mistake

Symptom: Accidentally canceled subscription.

Solution:

1. Go to Organization Settings > Effort Tracker > License Management
2. Purchase a new subscription
3. Your data is preserved

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Browser Compatibility

Supported Browsers

• Microsoft Edge (Chromium)
• Google Chrome
• Mozilla Firefox
• Safari (latest)

Known Issues

• Internet Explorer: Not supported
• Edge Legacy: Not supported
• Private/Incognito: May have issues with authentication

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Getting Help

Before Contacting Support

1. Note the exact error message
2. Screenshot the error
3. Note the steps to reproduce
4. Check this troubleshooting guide

Contact Support

• Documentation: GitHub Wiki
• Email: support@sinaware.com
• GitHub Issues: Create an issue

Information to Include

• Azure DevOps organization name
• Project name
• Browser and version
• Steps to reproduce
• Screenshots
• Error messages