Troubleshooting SprintPoker
Fix the common SprintPoker problems: linking an Atlassian account, Jira permission refusals, an expired Jira sign-in, estimates that didn’t save, and SprintPoker switched off.
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Most SprintPoker problems come down to whose account Laya.net uses. When SprintPoker reads an issue’s details from Jira or writes to Jira, it does so as you, with your own Atlassian account. When that doesn’t work and you are a member of the workspace whose Jira connection reaches the session’s Jira site, it goes through that connection instead, as the workspace’s connected boards do; it never uses another person’s own access. Match what you see to the fix below.
Match what you see
| What you see | Why | What to do |
|---|---|---|
| SprintPoker isn’t enabled on this server | An administrator has switched SprintPoker off on this Laya.net server. Sessions come back as they were when it is switched on again | Nothing to fix on your side. While it is off, changes are refused with “SprintPoker is switched off on this server for now, so nothing was changed.” |
| Link your Atlassian account to see this board’s Jira issues. | A Jira board’s issues are read as you, so Laya.net needs your own Atlassian account | Link your Atlassian account (the button beside the message), then try again |
| SprintPoker has no working Jira access of yours for this site. Connect your Jira access to see this board’s Jira issues. | Your Atlassian account is linked, but SprintPoker has no working Jira access of yours for that Jira site, and a Jira board’s issues are read as you | Press Connect your Jira access beside the message and approve it at Atlassian for that site, then try again |
| Your Atlassian access doesn’t include the site (for example newapps.atlassian.net) | Your Atlassian account is linked, but when you approved it at Atlassian that Jira site wasn’t chosen. Atlassian adds sites one at a time on its screen | Press Connect with the site’s name beside the message, and choose that site on Atlassian’s screen. Your identity shows which sites work |
| Your Jira access for the site stopped working | Jira no longer accepts the access you gave for that site (it expired or was revoked) | Press Connect with the site’s name, approve it again and choose that site on Atlassian’s screen |
| Link your Atlassian account to save | The person saving has no linked Atlassian account, or their link stopped working, so the estimate can’t be written to Jira as them | Link the account again, or use Ask a Jira moderator to save or Keep in session |
| Allow SprintPoker to save to Jira as you | Your Atlassian account is linked, but SprintPoker has no working Jira access of yours for that Jira site | Press Connect your Jira access and approve it at Atlassian for that site, then save again. Or use Ask a Jira moderator to save or Keep in session |
| “Your Jira account isn’t allowed to do that.” or “Jira didn’t allow that: …” | Jira refused the action for your own Jira account. After the colon are Jira’s own words | See Jira permission refusals |
| “Jira rejected your own Jira connection — it may have expired or been revoked.” | On a connected Jira board, Jira stopped accepting your own Jira sign-in | Press Reconnect Jira: see When your Jira sign-in expires |
| Jira is busy right now. Try again in a moment. | Jira is limiting requests for a moment | Wait, then try again. A save that met a busy Jira is retried by itself |
| This session belongs to SprintPoker for Jira. Delete it there. (or Erase it there.) | The session was created in SprintPoker for Jira | Delete or erase it in SprintPoker for Jira |
| Your role in this workspace can’t host SprintPoker sessions. The workspace owner can allow it in Settings → Permissions. | Your role in the workspace doesn’t include hosting, so the ways to start a session are switched off for you | Ask the workspace owner to allow it on the Permissions tab (Host SprintPoker sessions). You can still take part in sessions you are invited to |
| SprintPoker works in team workspaces. Create a team workspace to run sessions with your team. | You are in a personal workspace. It has no one else in it, so SprintPoker can’t start sessions there | Press Create a team workspace, bring your team in and start the session there. Sessions made in the personal workspace before keep working |
| This session needs an admin. | Nobody left in the session can run the room | A workspace admin opens People in the room and chooses Make host |
| This invite link has expired or isn’t valid | An external link sent before was replaced or ran out, or it wasn’t copied whole | Ask the host for the session’s Laya.net link |
| This session isn’t open to guests. | The session’s Guest access is off. A new session starts with it off | The host turns on Guest access in Invite people (or Sharing), on its Settings tab |
| Async sessions can’t be shared yet. | Async sessions are not shared with SprintPoker for Jira here yet | Play the async session on Laya.net, or use a Poker session to play with SprintPoker for Jira |
| A workspace admin has turned off AI hints for this workspace. | AI hints are off for the whole workspace | A workspace admin can turn them on in SprintPoker settings |
Link your Atlassian account
- Press Link your Atlassian accountIt is offered wherever SprintPoker needs it: in the room, in Ready or Not, under the people pickers that add people from Jira, when a new session could not add people from Jira or could not be made available in SprintPoker for Jira, and in SprintPoker settings under Personal, in Your identity. When your account is already linked, it reads Connect your Jira access: the steps are the same.
- Confirm it’s youIf your Laya.net account has a password or two-factor authentication, Laya.net asks you to confirm it first.
- Approve it at AtlassianAtlassian asks you to approve the access and to choose at least one Jira site. Choose the site of the session you came from: the button names it when Laya.net knows it (for example Connect newapps.atlassian.net).
- Back in Laya.netLaya.net confirms Your Atlassian account is linked. You can now also sign in to Laya.net with that Atlassian account. If your account was already linked, it confirms Your Jira access is connected. instead. If you started from a session and its Jira site wasn’t chosen at Atlassian, Laya.net says so and stays on the page, so you can connect again and choose it, or go back to the session.
If a site is missing from what your link can reach, Refresh my Jira sites in Your identity reads them again.
Jira permission refusals
SprintPoker never works around Jira’s permissions. When Jira refuses something, Laya.net shows Jira’s own reason where Jira gives one:
- “Your Jira account isn’t allowed to do that.” Jira refused the action for your account.
- “Jira didn’t allow that: …” is followed by Jira’s own words, such as a missing permission on the project.
- “Jira didn’t accept that: …” means Jira understood the change but rejected the value, for example a field that isn’t on the issue’s screen.
- On a connected Jira board, outside SprintPoker, a refusal for your own account reads “Your Jira account doesn’t have permission for this on this project.”
The fix is in Jira: ask a Jira administrator for the permission on that project, or ask someone who has it to make the change.
When your Jira sign-in expires
Edits you make on a connected Jira board are written to Jira as you. If Jira stops accepting your own sign-in, the message says “Jira rejected your own Jira connection — it may have expired or been revoked.” Press Reconnect Jira: Laya.net runs the Atlassian sign-in again and brings you back to the same page, where you can try again.
In a SprintPoker session the same problem shows on the save as Link your Atlassian account to save, or as Allow SprintPoker to save to Jira as you when your account is already linked. Connect your Jira access (or linking again) fixes it; then save again. When the access that stopped is the one your Atlassian sign-in gave Laya.net, that one approval mends Laya.net’s boards and SprintPoker together. If the workspace’s own Jira connection needs attention, see Jira connection issues.
Estimates that didn’t save
A save that couldn’t finish stays on the issue with what went wrong and what you can do: see When a save can’t finish. Later, moderators can use Save all unsaved and Retry failed saves on the session’s summary, and save a result kept in the session with Save to Jira or Save to the board on its row.
Still stuck?
Email Laya.net support on the Contact Support card in SprintPoker settings writes to support@laya.net. Include the session’s name, what you pressed, and the exact message you saw.
Email support@laya.net and include what you expected, what happened, and a link to the affected board or item so we can help quickly.