Customer Portal Doesn't Load Correctly

[Sean Locko]

We had a JIRA Service Management 8.14 and I recently updated to 8.22. Once the update completed I was able to log in and view all requests submitted and form and SA standpoint is was fine, but it seems the Customer Portal page broke to some degree. The page resolved and loads with no errors but nothing displays (See photo #1). I don't know what is causing it and searching online for hours yielded no results about my issue.

If I mess the the URL a bit I can get to the help center which displays the three projects we run but when clicking on any link from there I get a spinning wheel (See photo #2). I'm out of ideas and would appreciate any and all help.

[Brant Schroeder]

@Sean Locko Just a few basic questions.

1. Have you cleared the browser's cache to make sure that is not the issue?
2. What are you seeing in the logs?
3. What are you seeing when you inspect the page load?

[Sean Locko]

Cleared the cache already, no change.

Which log should I be looking at exactly?

And if you mean page load as in the browser console there are a heap of errors (16 in total). Referencing multiple different files getting 404 and 403 errors from jsm files. If you are referring to something else, could you please elaborate on "page load"

Also I'm using Firefox 91.7.0 ESR.

[Brant Schroeder]

@Sean Locko do you run a proxy?

I am thinking this is your issue: https://confluence.atlassian.com/jirakb/the-customer-portal-is-not-loading-when-jira-is-running-behind-a-reverse-proxy-or-load-balancer-1071819151.html

[Sean Locko]

I think the issue lies within the:

"uncaught exception: Attribute 'portalId' does not exist"

When looking at the page source one of the three portalID's (We have 3 projects) is -1

[Brant Schroeder]

@Sean Locko What does it look like in a browser on the server?

[Sean Locko]

Server shows the same as the picture of the blank screen above

[Brant Schroeder]

What apps do you have installed?  Have you tried starting in safe mode? 

Have you submitted a support issue with Atlassian with a support zip.  There was an issue like this a while ago that they never sent out the solution you had to contact them to get the information on how to fix it.  Make sure it is not an app first.

[Sean Locko]

We have no apps installed. Just the basic JIRA setup. And where can I submit a ticket with Atlassian? I have been looking for a way to do that with no avail. I tried to submit a bug but they won't allow it without a URL. Our JIRA is internal so no URL works with their form.

[Brant Schroeder]

@Sean Locko You can submit a support issue here: https://support.atlassian.com/contact/

Make sure that you select technical issue / bug and you will need to enter your SEN.  I would make sure that they know it is an outage so that it gets escalated.

[Brant Schroeder]

Just one quick question are you using a proxy?

[Sean Locko]

We have a proxy but since this is a instance that is hosted on site users don't go through a proxy to reach it. I got that information from our network engineer on site

[Brant Schroeder]

Ok, thanks.  Please let me know what you find out from support.

[Sean Locko]

Will do, thanks for your help!

[Sean Locko]

So I was helped by a gentleman from the Atlassian service team name Kevin. He asked me to upload the logs, some HAR files and a browser console log. He was able to determine that the service desk front end plugin never updated and was still running the 8.14.1 version rather than the 8.22.1 version. He instructed me to down the obr, extract the plugin and replace it. I downloaded and extracted the file. Shut down the service, replaced the file and deleted the old one. Started the service pack up and it worked like a charm.

[Sean Locko]

That looks exactly like my screen but we are not running HTTPS we are running HTTP. Also the browser console throws the error:

uncaught exception: Attribute 'portalId' does not exist

I don't think the work around will work in this case because I am not running SSL on the Jira Service Management. If I even wanted to try the code, I would need to know exactly where in the server.xml I would need to copy that line to. Thanks for your continued help

And yes we do run a proxy