Do you know why I cannot create support zip file on Jira prod? on test it created

[Inna Litvak]

I managed to create Zip file in Jira test env, but when try to create the file on Prod, it looks that it not generated - show 0% and nothing happens

Doi you know why?

Thanks

[Andy Heinzer]

Hi Inna,

There are two scenarios I can think of that might cause this:

1. First is a known bug in some versions of the support tools plugin, this is explained in the KB Creating a Support Zip results in Error in this case, you might not see any error in the webpage, but you'd have to look in the logs to see if you have these errors.  I doubt this is the case here because this is for a much older version of the support tools plugin
2. It feels more likely that the user account running Jira, might not have the file system permissions needed to create this file.  Please see the KB Support.zip file generation fails with No such file or directory error for more help here.

If neither of these help, I'd be interested to see if you can recreate this problem, and then go into the $JIRAINSTALL/logs/catalina.out file to see what error messages Jira might record in that log file at that time.

Andy

[Kurt Klinner]

@Inna Litvak 

Hi Inna

which version of Jira are you using?

Did you check the log files if errors are reported?

Cheers

Kurt

[Inna Litvak]

Hi,

The version 7.6.0

I didn't see any errors

thanks