Confluence website down but service and database connection is running

[Andre]

Since the last weekend our confluence site does not work anymore. The confluence service is running and the there are connections to the database but the browser shows "Error: Connection failed". The error appears both locally on the Windows server and on the client.

Any suggestions how to troubleshoot this?

Thanks a lot in advance.

[Tansu Akdeniz]

Hi @Andre,

Did you check the log files under <confluence_home_directory>/logs ?

[Andre]

After starting the service:

2018-08-01 10:48:40,859 INFO [localhost-startStop-1] [com.atlassian.confluence.lifecycle] contextInitialized Starting Confluence 5.10.1 [build 6441 based on commit hash ceb41ce4dba5df18f2191c32f0465b43365a715a]
2018-08-01 10:48:43,156 WARN [localhost-startStop-1] [atlassian.config.xml.AbstractDom4jXmlConfigurationPersister] saveDocumentAtomically Unable to move D:\confluence\home\confluence.cfg.xml5294087701310371946tmp to D:\confluence\home\confluence.cfg.xml. Falling back to non-atomic overwrite.
2018-08-01 10:48:43,218 INFO [localhost-startStop-1] [springframework.web.context.ContextLoader] initWebApplicationContext Root WebApplicationContext: initialization started
2018-08-01 10:48:46,890 INFO [localhost-startStop-1] [com.atlassian.confluence.lifecycle] <init> Loading EhCache cache manager
2018-08-01 10:48:48,031 WARN [localhost-startStop-1] [org.springframework.beans.GenericTypeAwarePropertyDescriptor] getWriteMethodForActualAccess Invalid JavaBean property 'cacheFactory' being accessed! Ambiguous write methods found next to actually used [public void com.atlassian.confluence.spaces.persistence.dao.hibernate.HibernateSpaceDao.setCacheFactory(com.atlassian.vcache.VCacheFactory)]: [public void com.atlassian.confluence.core.persistence.hibernate.VersionedHibernateObjectDao.setCacheFactory(com.atlassian.cache.CacheFactory)]
2018-08-01 10:48:57,093 INFO [localhost-startStop-1] [springframework.web.context.ContextLoader] initWebApplicationContext Root WebApplicationContext: initialization completed in 13875 ms
2018-08-01 10:48:58,046 INFO [localhost-startStop-1] [atlassian.plugin.manager.DefaultPluginManager] earlyStartup Plugin system earlyStartup begun
2018-08-01 10:49:12,608 WARN [ThreadPoolAsyncTaskExecutor::Thread 2] [spring.scanner.util.ProductFilterUtil] detectProduct Couldn't detect product, will use ProductFilter.ALL
2018-08-01 10:49:13,374 WARN [ThreadPoolAsyncTaskExecutor::Thread 3] [spring.scanner.util.ProductFilterUtil] detectProduct Couldn't detect product, will use ProductFilter.ALL
2018-08-01 10:49:16,483 WARN [ThreadPoolAsyncTaskExecutor::Thread 2] [spring.scanner.util.ProductFilterUtil] detectProduct Couldn't detect product, will use ProductFilter.ALL
2018-08-01 10:49:16,671 WARN [ThreadPoolAsyncTaskExecutor::Thread 3] [spring.scanner.util.ProductFilterUtil] detectProduct Couldn't detect product, will use ProductFilter.ALL
2018-08-01 10:49:16,702 WARN [ThreadPoolAsyncTaskExecutor::Thread 3] [spring.scanner.util.ProductFilterUtil] detectProduct Couldn't detect product, will use ProductFilter.ALL
2018-08-01 10:49:16,905 WARN [ThreadPoolAsyncTaskExecutor::Thread 3] [spring.scanner.util.ProductFilterUtil] detectProduct Couldn't detect product, will use ProductFilter.ALL
2018-08-01 10:49:16,936 WARN [ThreadPoolAsyncTaskExecutor::Thread 1] [spring.scanner.util.ProductFilterUtil] detectProduct Couldn't detect product, will use ProductFilter.ALL
2018-08-01 10:49:29,936 INFO [localhost-startStop-1] [atlassian.plugin.manager.DefaultPluginManager] logTime Plugin system earlyStartup ended
2018-08-01 10:49:29,967 INFO [localhost-startStop-1] [atlassian.plugin.manager.DefaultPluginManager] lateStartup Plugin system lateStartup begun
2018-08-01 10:49:30,796 WARN [ThreadPoolAsyncTaskExecutor::Thread 22] [spring.scanner.util.ProductFilterUtil] detectProduct Couldn't detect product, will use ProductFilter.ALL
2018-08-01 10:49:38,608 INFO [localhost-startStop-1] [atlassian.plugin.manager.DefaultPluginManager] logTime Plugin system lateStartup ended
2018-08-01 10:50:11,732 INFO [localhost-startStop-1] [confluence.upgrade.impl.DefaultUpgradeGate] waitForBooleanValue Waiting to find if plugin dependent upgrades are required. Maximum wait time will be 90 seconds.
2018-08-01 10:50:11,732 INFO [localhost-startStop-1] [confluence.upgrade.impl.DefaultUpgradeGate] waitForBooleanValue plugin dependent upgrades are required : false.
2018-08-01 10:50:19,857 INFO [localhost-startStop-1] [confluence.admin.actions.SystemInfoOnStartup] startup
--------------------------
Build Information
--------------------------

....

....

2018-08-01 10:50:19,857 WARN [localhost-startStop-1] [atlassian.config.xml.AbstractDom4jXmlConfigurationPersister] saveDocumentAtomically Unable to move D:\confluence\home\confluence.cfg.xml4085642328497246123tmp to D:\confluence\home\confluence.cfg.xml. Falling back to non-atomic overwrite.
2018-08-01 10:50:20,310 INFO [localhost-startStop-1] [com.atlassian.confluence.lifecycle] init Confluence is ready to serve
2018-08-01 10:50:39,091 WARN [SupportHealthCheckThread-2] [plugins.healthcheck.eol.EOLHealthCheck] getDaysUntilEOL Health check unable to look up version EOL, [5.10]
2018-08-01 10:51:10,763 WARN [UpmScheduler:thread-1] [atlassian.upm.pac.PacClientImpl] fetchMpacAppInfo Error when querying application info from MPAC: com.atlassian.marketplace.client.MpacException: org.apache.http.conn.ConnectTimeoutException: Connect to marketplace.atlassian.com:443 [marketplace.atlassian.com/52.44.245.245, marketplace.atlassian.com/52.3.83.24, marketplace.atlassian.com/54.236.84.244] failed: connect timed out
2018-08-01 10:51:40,012 WARN [Caesium-1-4] [client.hash.reader.RemoteHashingInstructionsReader] readInstructions Unable to read remote instructions with key 'uid.onewayhash'.
2018-08-01 10:51:40,012 WARN [Caesium-1-4] [analytics.client.hash.BcryptAnalyticsEmailHasher] create No instructions for hashing could be found.

[Danyal Iqbal]

Sounds like a network issue if the logs are clean. Contact your network.admin, your network configuration might have changed.

[Andre]

Hi @Danyal Iqbal,

if it's a network problem, would it work locally on the Server? But it does not.

[Danyal Iqbal]

What URL are you using to access it locally? It really depends on your network configuration. You can try to access it on the server with localhost:port (netstat -ano to find the port, 8080 by default) and make sure that jira is listening on all interfaces and all proxies are disabled.