---
title: "How do I troubleshoot issues with Xray?"
description: "When running into issues with the Xray integration to Ketryx, there are several steps that can be taken to discover missing information or resolve Xray issues. Download the full item record from Ketryx to see the raw Xray data that Ketryx has."
category: "Frequently Asked Questions"
section: "Test Management"
keywords: ["xray", "troubleshoot", "issues", "installed", "resolve", "sync", "link", "check"]
source_url: "https://support.ketryx.com/hc/en-us/articles/38339543163277-How-do-I-troubleshoot-issues-with-Xray"
last_reviewed: 2026-06-11
---

# How do I troubleshoot issues with Xray?

> **In short:** When running into issues with the Xray integration to Ketryx, there are several steps that can be taken to discover missing information or resolve Xray issues. Download the full item record from Ketryx to see the raw Xray data that Ketryx has.

When running into issues with the Xray integration to Ketryx, there are several steps that can be taken to discover missing information or resolve Xray issues.

1. Download the full item record from Ketryx to see the raw Xray data that Ketryx has.
2. Perform a full sync with Jira - this can resolve issues of data not transferring between Xray and Ketryx. A full sync ensures that Ketryx has the latest data from your connect systems (like Jira and Xray).
3. Reindexing Xray in Jira: Testing Board > Configure Project >Re-Indexing
4. Check for double “tests” link:
1. JQL: issueLinkType = Test
2. Test -> Xray’s installed link
3. Testing -> Zephyr installed link (or custom client-created)
5. Check the validity of the API Key
1. Which key is being used in Ketryx settings?
2. Is this a service account with the correct permissions in Jira?

## Related articles

- [Why are my Xray Test steps not showing up or updating in the Ketryx UI?](why-are-my-xray-test-steps-not-showing-up-or-updating-in-the-ketryx-ui.md)
- [Does Ketryx integrate with Xray?](does-ketryx-integrate-with-xray.md)
- [How do I add Xray items to Jira and see them in Ketryx?](how-do-i-add-xray-items-to-jira-and-see-them-in-ketryx.md)
- [How do Xray items link with other items compared to Jira items?](how-do-xray-items-link-with-other-items-compared-to-jira-items.md)
- [How do Ketryx's Testing Features Compare to Xray's?](how-do-ketryx-s-testing-features-compare-to-xray-s.md)