System Error on Confluence

[Samer Harb]

Some users are unable to access any page on Confluence. They are getting the below error.

[Samer Harb · Accepted solution]

Our system admins found that the wiki home page was pointing to a certain (deleted space) but couldn’t render it.
It is believed that these users had that specific space marked as favorite and therefore Wiki was stuck on that specific action which is displaying a deleted space.

A reboot was performed for the 2 machines (app & DB) with a full re-index to rectify the issue.

[AnnWorley · Accepted solution]

Hi! It sounds like you are running into Unable to View a Page Due to UnexpectedRollbackException

There is usually something "funky" in the page or space that won't render properly when this happens. You can troubleshoot by removing elements until the page renders. This guide should help: Editing or Deleting a Page That Won't Render

[Samer Harb]

Hi Ann,

Thanks for your prompt reply.
In fact, it doesn't seem like a page issue since some users (including myself) are accessing Confluence and the wiki pages normally. Other just can't, they are getting this error. To note that these same users were able to access Confluence yesterday and never encountered this type of problem.

Have you encountered this type of errors before? Any feedback would be much appreciated.

Thank you!

[AnnWorley]

Today is Patch Tuesday - are the affected users on Windows? Especially IE?

We need to isolate the issue by finding out what the users experiencing it have in common. If one of the users who cannot render the page logs into a computer where the user can access Confluence, then will the page render on that computer? If we can determine whether the issue follows the user it will help us take a deeper look. Obviously, we need to try different browsers as well.

[Samer Harb]

Good point, yet all the users are using Windows machines. We tried using different browsers same issue. Will try logging in into a different machine with same account.

Thank you so much!

[Samer Harb]

Hi again,

For your info, we tried logging in into a different machine with a same account and same error appeared. So we can conclude that it is an account-related issue and not from the machine? Any idea what should be the next thing we should look into?

[AnnWorley]

Hi Samer,

Please check the <Confluence_home_dir>/logs/atlassian-confluence.log for errors that contain the user's name, the URL where they are seeing the error or the phrase "Could not commit hibernate transaction" (as you are seeing in the browser). I look forward to hearing what you find so we can take a closer look. Especially of interest are the "caused by" lines in the related stack traces.

Thanks,

Ann

[Samer Harb]

Hello Ann,

Our system administrators already checked the logs there wasn’t anything specific related to the affected users' usernames.

They found that the wiki home page was pointing to a certain (deleted space) but couldn’t render it.
It is believed that these users had that specific space marked as favorite and therefore Wiki was stuck on that specific action which is displaying a deleted space.

A reboot was performed for the 2 machines (app & DB) with a full re-index to rectify the issue.