Impossible to install EasyMind app
Asked by Z?nab:

Hello,

I get an error every time I try to install EasyMind app since yesterday. Could I get help from official support please?

Yours sincerely,

Zenab.


Answers:
author: Ang?lica Luz
body: Hello [@Z?nab](/t5/user/viewprofilepage/user-id/4207183),

Thank you for reaching out to Atlassian Community!

Testing on my local Free site, I was able to replicate the same issue. The app was not installed and the same error message appears.

Then, I tested on my Standard site just to make sure that it was not a restriction on the Free plan and the same issue happened.

On the logs, I didn't find any error, just a warning related to the EasyMind app.

```
{"ctx":{"segment":"enterprise","tenantId":"xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx"},"ec2":{"sn":"confluence-prod-xx-x--xxxx-xxxxx--2020-12-17-17-12-51-435946-2020-12-1--2020-12-18-21-47-utc--88q9g4t42qjqognh","hn":"ip-10-106-58-246","ip":"10.106.58.246","id":"i-09a5fcb75b42cefd1","az":"xx-xxxx-xx"},"env":"prod-xxxxx","ext":{"confluenceVersion":"1000.0.0-da105be110ec","experience":"unknown","referer":"https://marketplace.atlassian.com/apps/1211267/easymind?hosting=cloud&tab=overview","traceId":"1d81d28a5d01cd08","url":"/wiki/plugins/servlet/ac/com.atlassian.confluence.emcee/discover","userName":"anonymous"},"hostname":"16eef31719df","level":"WARN","logger":"com.atlassian.plugin.connect.confluence.customcontent.events.CustomContentViewedListener.privacy-safe","m":{"sv":"2020-12-17-17-12-51-435946_2020-12-16_da105be110","si":"confluence-prod-xx-x","di":"88q9g4t42qjqognh","g":"WebServer","t":"application"},"message":"IFrame rendered event did not contain content.id: 'com.atlassian.plugin.connect.api.web.iframe.IFrameRenderedEvent@57b97be4'","micros_container":"confluence","product":"confluence","thread":"http-bio-8081-exec-37 [tenantId:xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx, experience: unknown] [traceId:1d81d28a5d01cd08]","time":"2021-01-04T17:22:24.39921788Z","timestamp":"2021-01-04T17:22:24.398"}
```

After that, I installed another add-on and it worked normally, so it's happening only with this specific app.

In this case, I would suggest contacting their support for them to check if there are no issues on their side:

* <https://helpdesk.morosystems.cz/servicedesk/customer/portal/43/>
* [atlassian@moroservices.cz](mailto:atlassian@moroservices.cz)

Regards,  
Ang?lica

comments: author: Z?nab
body: Hello Ang?lica,

Thank you very much for your answer and for your help, I will try to contact them through the links you sent me.

With kind regards,

Z?nab.


author: Z?nab
body: Unfortunately I am not eligible for it.![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/123770iE674B03FEC4977BD/image-size/large?v=v2&px=999 "image.png")

comments: author: Nic Brough -Adaptavist-
body: Ok, we've a route for getting these looked at by Atlassian, I've used it.


author: Nic Brough -Adaptavist-
body: Ok, yes, you'll need to talk to Atlassian support on <https://support.atlassian.com/contact>

That error is with the back-end of Cloud not being able to do something and only Atlassian can see the back-end


author: Z?nab
body: ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/123759i2D299B63FACB6C6B/image-size/large?v=v2&px=999 "image.png")


author: Nic Brough -Adaptavist-
body: Without knowing what the problem is, we can't even advise whether you need Atlassian support or Easymind support


Tags: addon-cz.morosystems.atlassian.plugin.easymind

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