Manage apps shows An unexpected error occurred. Refer to the logs for more information.

[Rob Zinke]

We recently purchased and are hosting our own server. When I go to manage apps (this was fine last week when I installed a new app but now it is not working) it shows 

An unexpected error occurred. Refer to the logs for more information.

What logs are they talking about and how do I fix it? We want to install some more apps to try out but it is failing.

[Shannon S]

Hello Rob,

Welcome to Community! Nice to meet you.

You can find that information in your Confluence server logs. I would recommend tailing that log, trigger the error again, and find the error message and "caused by" lines that immediately proceed.

I look forward to your response!

Regards,

Shannon

[Rob Zinke]

This was absolutely zero help. The link you sent is even worse.  This is not helpful. I still have this issue and I have apps not working. I don't like paying for things that do not work and the support is not helpful.

[Shannon S]

Hello Rob,

I'd really love to get to the bottom of this, and I know how frustrating it is that you're not able to get into your brand new Confluence installation and get moving.

The error message you are seeing in the UI is letting us know that we can check the Confluence Server logs in order to see what the problem is. The article I sent can help you to find those error logs on your server.

Once you have a chance to review those logs, can you please send to me the error message that is occurring in your logs? If needed, you can send them using Dropbox or Pastebin.

Once I'm able to get a look at your logs, I can help to resolve your issue.

In the meantime, you can try to remove the app that was installed, in case that is causing the malfunction. Have a look at Uninstalling an app by removing its JAR file on Uninstalling Apps. 

It will also help me if you can let me know your Confluence version and database version. This will be helpful to my investigation.

Thank you, and take care!

Regards,

Shannon

[Rob Zinke]

I can't uninstall or install anything since the page doesn't load. Here is a log file but It has so many things nothing really helps me:

https://pastebin.com/cybQg56R

[Shannon S]

Hello Rob,

I'm looking over your logs now, but I just wanted to make sure you saw that the instructions for uninstalling an app manually doesn't require you to have access to that page.

I mentioned the section regarding uninstalling a JAR file (which is normally how you'd do it in our other applications), but there for Confluence it specifically links you to this page:

• How to manually remove malfunctioning add-ons

You can choose to either disable all add-ons to be sure (and manually re-enable one at a time until the issue returns), but I would recommend disabling the one you just installed prior to UPM breaking. Again, none of this requires you have access to the UI so it should be possible to do.

Once I have finished investigating your logs I will reply back here with my findings.

Regards,

Shannon

[Rob Zinke]

I removed all the plugins from the following locations and the message persists.

1. The PLUGINDATA table on the database
2. The <confluence-home>/bundled-plugins folder
3. The <confluence-home>/plugin-cache folder
4. The <confluence-home>/plugins-osgi-cache folder
5. The <confluence-home>/plugins-temp folder
6. The <confluence-install>/confluence/WEB-INF/lib folder (deprecated)

[Shannon S]

Thank you Rob,

I've reviewed the logs with the development team, and it appears that the template renderer thread was stuck. It seems that it is not related to the UPM after all, and should be resolved with a restart of the server.

However, to clear the cache, it's required that you stop Confluence, delete the directories, and start Confluence again.

Can you confirm that Confluence was completely restarted when you cleared the cache? If you are not sure, I would invite you to stop and start the server again now, and see if it resolves your issue.

Regards,

Shannon