Totesoft Documentation

Wake Troubleshooting

The gadget says it is not configured

Open the gadget menu, choose Edit, select a saved filter, add at least one field, and save.

My saved filter is missing

Confirm that:

• the filter still exists;
• it is shared with your Jira account;
• you can open it in Jira search;
• your permissions have not changed; and
• Jira is not temporarily rate-limiting the site.

Wake lists filters visible to the current user.

A field is missing from the picker

Wake does not offer large fields such as Description, Attachments, Comments, and Worklogs. It also filters fields by schema so only appropriate category and number fields receive group-by or metric controls.

A numeric operation cannot be saved

At least one categorical field must be marked Group by this field. A grouped result needs a category under which to calculate a sum or average.

The second group-by or another metric is disabled

The site is operating under Free behavior. Free allows one group-by and one aggregate metric. Paid/trial enables up to two nested dimensions and multiple metrics.

Wake shows only 500 issues

Free loads stop at 500 issues. The banner explains that tables, totals, and charts use the loaded subset. Upgrade to Paid/trial for paging without the Wake Free cap.

The count differs from Jira search

Check the banner and loaded count. Common causes are:

• Free 500-issue cap;
• an interrupted or still-running crawl;
• Jira rate limiting;
• viewer permissions;
• a saved filter edited after the gadget was configured; or
• Jira’s approximate count for very large JQL queries.

Loading stopped early

When partial issues are available, Wake keeps them visible. For a retryable failure, wait briefly and use Resume loading. If no resume action appears, refresh or reopen Edit to validate the filter.

The Chart tab has no category

Add at least one categorical field in Edit. The Analyzer intentionally limits choices to fields already configured and fetched.

CSV export is unavailable

CSV export requires Paid/trial behavior and is available from grouped results. If the site should be licensed, ask a Jira site administrator to verify the Marketplace license state.

CSV has fewer rows than the group

Each generated CSV is capped at 1,000 rows. The export is intentionally truncated above that limit.

Contact support

Email info@totesoft.com with:

• Jira site identifier or URL;
• approximate failure time and time zone;
• Wake version/environment if known;
• filter ID, but not full JQL unless requested through an approved channel;
• loaded and matching issue counts;
• selected field IDs and grouping/metric setup;
• browser; and
• sanitized screenshots.

Do not send passwords, API tokens, full issue exports, confidential JQL, or unnecessary personal data.