Focused articles for problems you may encounter when using or administering Snapshots. Each article describes the symptom, the cause, and the resolution.
If your issue isn't listed here, contact us at support@radbee.com — see Support for response-time expectations and what information to include in your message.
Snapshot retrieval fails or is incomplete
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429 Error - too many requests — Jira throttles Snapshots when too many data requests arrive in a short period. Common with very large or multi-level snapshots, and on busy Jira instances.
Recent Jira changes aren't appearing in snapshots
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Clear Cache if Recent Jira Data is Not Showing in Snapshots — when newly added Jira fields, projects, statuses, or option values don't appear in new snapshots, the cache may need a manual flush.
Connection issues
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Xray connection error: data is in another region — Xray reports that credentials are invalid even though they are correct, because of data residency configuration on the Xray side.
More articles to be added as the topics come up:
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Connection between Snapshots and Jira isn't opening.
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Access Agent installed but Snapshots doesn't see it.
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Cross-site setup not connecting.
Permission issues
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Take snapshot button is disabled even though I have edit access. From 10 to 23 October 2026, after the move to Forge, the Snapshots app needed its own edit access to the page as well as yours. Since version 4.10.0 (23 October 2026), your edit access is enough again. If you can edit the page and the button is still disabled, contact
support@radbee.com. -
Automation, or a member of a group granted the take-snapshot override, cannot take a snapshot. In these cases the Snapshots app creates the page version itself and needs edit access to the page: either permission to edit pages in the space, or, if the page has page-level restrictions, a place among the people who can edit it. See Permissions for snapshots.
(Pages to be added.)
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Snapshot doesn't render for some page viewers.
How to write a useful support ticket
When contacting support@radbee.com, include:
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Your Confluence site URL.
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The page URL where you're seeing the issue.
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The Jira tier and Jira site URL Snapshots reads from.
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For 429 errors: how many issues are involved and how many levels the snapshot has.
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A screenshot of the error or the unexpected behavior.
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The time (with time zone) when the issue occurred.
This information speeds up triage and is the same set Atlassian's own support tooling collects, so most users have it close to hand.
See also
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How snapshots work — the data model that explains many "why is this happening?" questions.
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Permissions for snapshots — most permission-related symptoms have an answer here.
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Administering Snapshots automation — useful when automated triggers stop working.