Troubleshooting
Common issues and solutions to help you resolve problems quickly with Reqase Lite.
Quick Troubleshooting Tips
- • Try refreshing the page after making configuration changes
- • Check that you have the necessary permissions in Jira
- • Verify all API keys and credentials are entered correctly
- • Review the error message carefully for specific details
Installation & Setup Issues
I don't see the Reqase Lite panel on issues
Possible Causes:
- • Plugin not enabled in Project Settings
- • Insufficient permissions to view issue panels
- • Reqase Lite not enabled on Issue View
Solutions:
Ensure the plugin is enabled in Project Settings
Check that you have permission to view issue panels in Jira
Refresh the issue page after enabling the plugin
Enable Reqase Lite on Issue View (can be done per ticket or set as default for all issues)
Zephyr Integration Issues
"Connection failed" error
Possible Causes:
- • Incorrect Client ID or Client Secret
- • API access not enabled in Zephyr
- • Network connectivity issues
- • Expired credentials
Solutions:
Double-check your Client ID and Client Secret (copy-paste to avoid typos)
Verify API access is enabled in your Zephyr account settings
Try regenerating your API credentials in Zephyr
Check your internet connection
Disable VPN if you're using one
Try a different browser
"Unauthorized" error after saving
Possible Causes:
- • Credentials changed in Zephyr
- • API key revoked
- • Insufficient permissions
Solutions:
Regenerate API credentials in Zephyr
Update credentials in Reqase Lite
Verify your Zephyr account has permission to create test cases
Check if your Zephyr subscription is active
AI Generation Issues
Generation fails immediately
Possible Causes:
- • Custom AI provider misconfigured
- • API key invalid or expired
- • Insufficient API credits
- • Network issues
Solutions:
Go to Settings → Custom AI Integration
Disable all custom providers to use built-in AI
If using custom provider:
- • Verify API key is correct
- • Check API credits/quota
- • Test connection again
Try generating fewer test cases (5 instead of 20)
Generation takes too long or hangs
Possible Causes:
- • Generating too many test cases
- • Complex requirements
- • AI provider rate limits
- • Network latency
Solutions:
Click Stop Generating button
Reduce test count (try 5-10 instead of Unlimited)
Simplify custom instructions
Wait a few minutes and try again (rate limit may reset)
Check your internet connection speed
Generated test cases are low quality
Possible Causes:
- • Insufficient context provided
- • Vague custom instructions
- • Wrong test type selected
- • AI model limitations
Solutions:
Add a detailed Project Description in Advanced Settings
Select relevant Requirement Custom Fields
Provide specific Custom Instructions
Try a different AI provider or model
Use Regenerate with AI to get new results
Review and edit test cases before approving
Test cases are in wrong language
Possible Causes:
- • Default language not set
- • Custom instructions in different language
Solutions:
Go to Settings → Custom AI Integration → Advanced Settings
Select your preferred language from Default Language dropdown
Ensure custom instructions are in the same language
Regenerate test cases
Custom AI Provider Issues
OpenAI connection fails
Solutions:
Verify API key from OpenAI Platform
Check if you have available credits
Ensure API key has correct permissions
Try a different model (GPT-3.5 Turbo instead of GPT-4)
Google Gemini connection fails
Solutions:
Verify API key from Google AI Studio
Check if Gemini API is enabled for your project
Verify you're within rate limits (60 requests/minute)
Try Gemini 1.5 Flash instead of Pro
Custom LLM connection fails
Solutions:
Verify the API URL is correct and accessible
Test the endpoint with curl or Postman:
curl -X POST https://your-api-url/v1/chat/completions \
-H "Content-Type: application/json" \
-d '{"model":"your-model","messages":[{"role":"user","content":"test"}]}'Ensure the endpoint supports OpenAI API format
Check authentication headers are correct
Review custom LLM documentation for compatibility
Still Need Help?
If you're still experiencing issues after trying these solutions, our support team is ready to assist you.
When contacting support, please include:
- • The exact error message you're seeing
- • Steps to reproduce the issue
- • Your Jira Cloud instance URL
- • Which test management system you're using