"An unexpected error occurred. Refer to the logs for more information." installing Service Desk

[Andrey Sharypov]

After updating Jira Software Server to 8.20.7, an error occurred when trying to update Jira Service Management. After removal, subsequent attempts to reinstall the Jira Service Management end with an error "An unexpected error occurred. Refer to the logs for more information.".  This continues after upgrading to 8.20.9 and 8.20.10

[Andrey Sharypov · Accepted solution]

systemctl stop jira
mysql -u jiradbuser -p
mysql> use jiradb;
mysql> select * from pluginstate;
| com.atlassian.servicedesk.application | false |
mysql> update pluginstate set pluginenabled='true' where pluginkey='com.atlassian.servicedesk.application';
mysql> select * from pluginstate;
| com.atlassian.servicedesk.application | true |
quit;
systemctl start jira

[Nic Brough -Adaptavist-]

Start by reading the application logs (in <jira home>/logs)

[Andrey Sharypov]

Deep thought. It's written in an obscure error message. I started with this.

Logs in the <jira home>/logs do not contain information about installing updates. They are in /var/atlassian/application-data/jira/log/atlassian-jira.log

2022-07-01 14:13:10,017+0300 DelayedLoginStore:thread-0 INFO [c.a.j.util.stats.JiraStats] [JIRA-STATS] [LOGIN-STORE-STATS] snapshot stats: duration=PT5M0.008S, statsOverhead=n/a, data={"settings":{"legacyMode":false,"flushIntervalInSeconds":30},"recordLoginAttemptSuccessfulInMillis":{"count":2,"min":0,"max":7,"sum":7,"avg":3,"distributionCounter":{"1":1,"10":1,"100":0,"1000":0,"5000":0}},"recordLoginAttemptFailedInMillis":{"count":0,"min":0,"max":0,"sum":0,"avg":0,"distributionCounter":{"1":0,"10":0,"100":0,"1000":0,"5000":0}},"updateLastLoginTimeInMillis":{"count":0,"min":0,"max":0,"sum":0,"avg":0,"distributionCounter":{"1":0,"10":0,"100":0,"1000":0,"5000":0}},"resetFailedLoginCountInMillis":{"count":0,"min":0,"max":0,"sum":0,"avg":0,"distributionCounter":{"1":0,"10":0,"100":0,"1000":0,"5000":0}},"getOrLoadLastKnownLoginInfoInMillis":{"count":3,"min":0,"max":6,"sum":6,"avg":2,"distributionCounter":{"1":2,"10":1,"100":0,"1000":0,"5000":0}},"delegateRecordLoginAttemptSuccessfulInMillis":{"count":1,"min":7,"max":7,"sum":7,"avg":7,"distributionCounter":{"1":0,"10":1,"100":0,"1000":0,"5000":0}},"delegateRecordLoginAttemptFailedInMillis":{"count":0,"min":0,"max":0,"sum":0,"avg":0,"distributionCounter":{"1":0,"10":0,"100":0,"1000":0,"5000":0}},"delegateUpdateLastLoginTimeInMillis":{"count":0,"min":0,"max":0,"sum":0,"avg":0,"distributionCounter":{"1":0,"10":0,"100":0,"1000":0,"5000":0}},"delegateResetFailedLoginCountInMillis":{"count":0,"min":0,"max":0,"sum":0,"avg":0,"distributionCounter":{"1":0,"10":0,"100":0,"1000":0,"5000":0}},"invalidateLastKnownLoginInfoCache":2,"flushDataToDBInMillis":{"count":10,"min":0,"max":34,"sum":34,"avg":3,"distributionCounter":{"1":9,"10":0,"100":1,"1000":0,"5000":0}},"flushUserAttemptsInMillis":{"count":0,"min":0,"max":0,"sum":0,"avg":0,"distributionCounter":{"1":0,"10":0,"100":0,"1000":0,"5000":0}},"flushRecordedSuccessfulLoginAttemptsMillis":{"count":1,"min":34,"max":34,"sum":34,"avg":34,"distributionCounter":{"1":0,"10":0,"100":1,"1000":0,"5000":0}},"flushLastLoginTimesMillis":{"count":0,"min":0,"max":0,"sum":0,"avg":0,"distributionCounter":{"1":0,"10":0,"100":0,"1000":0,"5000":0}},"unscheduledFlushUserAttemptsCount":0,"onClearCacheCount":0,"failedValidateRunningCount":0,"flushRecordedSuccessfulLoginAttemptsUnsuccessfulCount":0,"flushLastLoginTimesUnsuccessfulCount":0,"applicationUserToLastKnownLoginInfoMaxSize":11,"getLastKnownLoginInfoCacheCallCount":2,"getLastKnownLoginInfoCount":0,"usersFlushedToDB":{"count":0,"min":0,"max":0,"sum":0,"avg":0,"distributionCounter":{}}}
2022-07-01 14:13:10,020+0300 DelayedLoginStore:thread-0 INFO [c.a.j.util.stats.JiraStats] [JIRA-STATS] [LOGIN-STORE-STATS] total stats: duration=PT17H43M49.096S, statsOverhead=n/a, data={"settings":{"legacyMode":false,"flushIntervalInSeconds":30},"recordLoginAttemptSuccessfulInMillis":{"count":23,"min":0,"max":222,"sum":520,"avg":22,"distributionCounter":{"1":5,"10":7,"100":10,"1000":1,"5000":0}},"recordLoginAttemptFailedInMillis":{"count":13,"min":5,"max":94,"sum":268,"avg":20,"distributionCounter":{"1":0,"10":5,"100":8,"1000":0,"5000":0}},"updateLastLoginTimeInMillis":{"count":0,"min":0,"max":0,"sum":0,"avg":0,"distributionCounter":{"1":0,"10":0,"100":0,"1000":0,"5000":0}},"resetFailedLoginCountInMillis":{"count":0,"min":0,"max":0,"sum":0,"avg":0,"distributionCounter":{"1":0,"10":0,"100":0,"1000":0,"5000":0}},"getOrLoadLastKnownLoginInfoInMillis":{"count":168,"min":0,"max":56,"sum":157,"avg":0,"distributionCounter":{"1":148,"10":19,"100":1,"1000":0,"5000":0}},"delegateRecordLoginAttemptSuccessfulInMillis":{"count":18,"min":7,"max":221,"sum":517,"avg":28,"distributionCounter":{"1":0,"10":7,"100":10,"1000":1,"5000":0}},"delegateRecordLoginAttemptFailedInMillis":{"count":13,"min":5,"max":93,"sum":263,"avg":20,"distributionCounter":{"1":0,"10":6,"100":7,"1000":0,"5000":0}},"delegateUpdateLastLoginTimeInMillis":{"count":0,"min":0,"max":0,"sum":0,"avg":0,"distributionCounter":{"1":0,"10":0,"100":0,"1000":0,"5000":0}},"delegateResetFailedLoginCountInMillis":{"count":0,"min":0,"max":0,"sum":0,"avg":0,"distributionCounter":{"1":0,"10":0,"100":0,"1000":0,"5000":0}},"invalidateLastKnownLoginInfoCache":35,"flushDataToDBInMillis":{"count":2124,"min":0,"max":61,"sum":173,"avg":0,"distributionCounter":{"1":2120,"10":0,"100":4,"1000":0,"5000":0}},"flushUserAttemptsInMillis":{"count":13,"min":0,"max":2,"sum":2,"avg":0,"distributionCounter":{"1":12,"10":1,"100":0,"1000":0,"5000":0}},"flushRecordedSuccessfulLoginAttemptsMillis":{"count":31,"min":0,"max":61,"sum":173,"avg":5,"distributionCounter":{"1":27,"10":0,"100":4,"1000":0,"5000":0}},"flushLastLoginTimesMillis":{"count":13,"min":0,"max":2,"sum":2,"avg":0,"distributionCounter":{"1":12,"10":1,"100":0,"1000":0,"5000":0}},"unscheduledFlushUserAttemptsCount":13,"onClearCacheCount":0,"failedValidateRunningCount":0,"flushRecordedSuccessfulLoginAttemptsUnsuccessfulCount":0,"flushLastLoginTimesUnsuccessfulCount":0,"applicationUserToLastKnownLoginInfoMaxSize":15,"getLastKnownLoginInfoCacheCallCount":102,"getLastKnownLoginInfoCount":0,"usersFlushedToDB":{"count":0,"min":0,"max":0,"sum":0,"avg":0,"distributionCounter":{}}}
2022-07-01 14:13:12,250+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.plugin.loaders.ScanningPluginLoader] No plugins found to be installed
2022-07-01 14:13:12,287+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.plugin.manager.DefaultPluginManager] Updating plugin 'com.atlassian.servicedesk.application' from version '4.20.10' to version '4.20.10'
2022-07-01 14:13:12,288+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.plugin.loaders.ScanningPluginLoader] Removed plugin 'com.atlassian.servicedesk.application'
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.property.CachingPluginIndexConfigurationManager.cacheByEntityKey] Cache com.atlassian.jira.index.property.CachingPluginIndexConfigurationManager.cacheByEntityKey was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.c.persistence.CachedFieldConfigSchemePersister.fieldConfigSchemesById] Cache com.atlassian.jira.issue.fields.config.persistence.CachedFieldConfigSchemePersister.fieldConfigSchemesById was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.c.persistence.CachedFieldConfigSchemePersister.fieldConfigSchemeIssueTypesBySchemeId] Cache com.atlassian.jira.issue.fields.config.persistence.CachedFieldConfigSchemePersister.fieldConfigSchemeIssueTypesBySchemeId was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.c.persistence.CachedFieldConfigSchemePersister.cacheById] Cache com.atlassian.jira.issue.fields.config.persistence.CachedFieldConfigSchemePersister.cacheById was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.c.persistence.CachedFieldConfigSchemePersister.cacheByCustomField] Cache com.atlassian.jira.issue.fields.config.persistence.CachedFieldConfigSchemePersister.cacheByCustomField was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.c.persistence.CachedFieldConfigSchemePersister.cacheByFieldConfig] Cache com.atlassian.jira.issue.fields.config.persistence.CachedFieldConfigSchemePersister.cacheByFieldConfig was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.managers.CachingCustomFieldManager.cache] Cache com.atlassian.jira.issue.managers.CachingCustomFieldManager.cache was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.s.managers.DefaultSearchHandlerManager.helperResettableLazyReference] Cache com.atlassian.jira.issue.search.managers.DefaultSearchHandlerManager.helperResettableLazyReference was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.i.managers.FieldIndexerManagerImpl.customFieldIndexers] Cache com.atlassian.jira.issue.index.managers.FieldIndexerManagerImpl.customFieldIndexers was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.i.managers.FieldIndexerManagerImpl.allIssueIndexers] Cache com.atlassian.jira.issue.index.managers.FieldIndexerManagerImpl.allIssueIndexers was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.c.persistence.CachedFieldConfigSchemePersister.fieldConfigSchemesById] Cache com.atlassian.jira.issue.fields.config.persistence.CachedFieldConfigSchemePersister.fieldConfigSchemesById was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.c.persistence.CachedFieldConfigSchemePersister.fieldConfigSchemeIssueTypesBySchemeId] Cache com.atlassian.jira.issue.fields.config.persistence.CachedFieldConfigSchemePersister.fieldConfigSchemeIssueTypesBySchemeId was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.c.persistence.CachedFieldConfigSchemePersister.cacheById] Cache com.atlassian.jira.issue.fields.config.persistence.CachedFieldConfigSchemePersister.cacheById was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.c.persistence.CachedFieldConfigSchemePersister.cacheByCustomField] Cache com.atlassian.jira.issue.fields.config.persistence.CachedFieldConfigSchemePersister.cacheByCustomField was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.c.persistence.CachedFieldConfigSchemePersister.cacheByFieldConfig] Cache com.atlassian.jira.issue.fields.config.persistence.CachedFieldConfigSchemePersister.cacheByFieldConfig was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.s.managers.DefaultSearchHandlerManager.helperResettableLazyReference] Cache com.atlassian.jira.issue.search.managers.DefaultSearchHandlerManager.helperResettableLazyReference was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.i.managers.FieldIndexerManagerImpl.customFieldIndexers] Cache com.atlassian.jira.issue.index.managers.FieldIndexerManagerImpl.customFieldIndexers was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.i.managers.FieldIndexerManagerImpl.allIssueIndexers] Cache com.atlassian.jira.issue.index.managers.FieldIndexerManagerImpl.allIssueIndexers was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.l.field.DefaultFieldLayoutManager.fieldSchemeCache] Cache com.atlassian.jira.issue.fields.layout.field.DefaultFieldLayoutManager.fieldSchemeCache was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.l.field.DefaultFieldLayoutManager.fieldConfigurationSchemeCache] Cache com.atlassian.jira.issue.fields.layout.field.DefaultFieldLayoutManager.fieldConfigurationSchemeCache was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.l.field.AbstractFieldLayoutManager.fieldLayoutCache] Cache com.atlassian.jira.issue.fields.layout.field.AbstractFieldLayoutManager.fieldLayoutCache was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.l.column.DefaultColumnLayoutManager.userColumnLayoutCache] Cache com.atlassian.jira.issue.fields.layout.column.DefaultColumnLayoutManager.userColumnLayoutCache was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.l.column.DefaultColumnLayoutManager.filterColumnLayoutCache] Cache com.atlassian.jira.issue.fields.layout.column.DefaultColumnLayoutManager.filterColumnLayoutCache was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.screen.CachingFieldScreenStore.allScreensCache] Cache com.atlassian.jira.issue.fields.screen.CachingFieldScreenStore.allScreensCache was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.i.f.screen.CachingFieldScreenStore.fieldScreenCache] Cache com.atlassian.jira.issue.fields.screen.CachingFieldScreenStore.fieldScreenCache was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.portal.CachingPortletConfigurationStore.cacheByPageId] Cache com.atlassian.jira.portal.CachingPortletConfigurationStore.cacheByPageId was flushed
2022-07-01 14:13:12,310+0300 UpmAsynchronousTaskManager:thread-4 INFO jira 852x10773x1 1sk7ofq NNN.NNN.NNN.NNN,127.0.0.1 /rest/plugins/1.0/ [c.a.c.e.c.a.j.portal.CachingPortletConfigurationStore.cacheById] Cache com.atlassian.jira.portal.CachingPortletConfigurationStore.cacheById was flushed
2022-07-01 14:13:13,315+0300 UpmScheduler:thread-2 WARN jira [c.a.upm.pac.PacClientImpl] The request to check for app updates may take longer than expected because 195 apps are installed that could have updates. This may impact the performance of loading the Manage Apps page.
2022-07-01 14:13:14,772+0300 Caesium-1-1 INFO ServiceRunner [c.a.jira.servlet.ApplicationStateResolverImpl] Checking index consistency. Time taken: 3.864 ms