Email puller disabled after using Maintenance Mode for Jira

[Przemysław Boruta]

Hello,

I've installed, enabled and activated "Maintenance Mode for Jira" plugin few days ago. Next, disabled the plugin using "Save and Disable - Button".
Today I've found, that my email puller stoped working, and jira reports it is "Disabled by system flag"

Mail fetching was disabled with the -Datlassian.mail.fetchdisabled=true or -Datlassian.mail.popdisabled=true JVM argument before JIRA was started. JIRA cannot fetch email until you remove the JVM argument and restart JIRA.

I've inspected my setenv.sh file, and found "DISABLE_NOTIFICATIONS" line is commented out. Despite that I can still find "jira.mail.fetch.disabled : true" in jira startup log.

Also tried disabling, removing, reinstalling etc. plugin from plugin manager - no luck here.

The only change I've made is installing and using plugin, as mentioned above.
Hoping for quick help from You.

[Andy Heinzer]

It's possible that the setenv file would not be used to define these startup arguments, but that only applies if you were running Jira on Windows and starting it as a service.  If that is the case, then take a look at Setting properties and options on startup.  It explains how you can set these kinds of startup options in the service settings in a different method.

If this doesn't help, please tell us

1. The version of Jira you are using
2. The operating system Jira is running on top of

Just for reference, the setenv.bat is used for Windows, and the setenv.sh is used for linux/unix installations.   Despite that fact both files will typically exist in both environments, it's just that you are unlikely to use one of them depending on your OS.

I don't believe the plugin is actually disabled with the button you mentioned.  The core functions might be removed, but Jira still would load up the code on startup if that plugin is enabled.   You could confirm that this plugin is not being loaded in Jira by

1. Stop Jira
2. go to $JIRAHOME/plugins/installed-plugins/ and then locate this plugin's .jar file and move it out of the $JIRAHOME directory
3. start jira again

This is one way to make sure that the plugin is not loading in some unexpected code.   If that still does not help, then I'd like to see if we can gather a support zip from your Jira to better troubleshoot this.

[Przemysław Boruta]

Thanks for reply.

I'm running Jira 7.8.1 on Ubuntu 16.04, so thought, that setenv.sh was a good place to start.

I,ve moved plugin.460663483756260873.Maintenance-1.0.0.3.jar to my home dir (was a bit surprised founding it there, as plugin was already uninstalled by plugin manager)
Unfortunately nothing changed and I still have email puller disabled.

Should I attach support zip here?

[Andy Heinzer]

Unfortunately, our community site does not currently allow for attachments other than images.   Perhaps you can use another service like dropbox or google drive in order host the file and then share a link to your support zip.

[Przemysław Boruta]

Here it is: https://drive.google.com/open?id=1dKFrXSzB3ONYVwuyWS3FVfzAK6BmebAH

[Andy Heinzer]

Hi @Przemysław Boruta

I did some more searching on this and I found a related thread to this:
https://community.atlassian.com/t5/Jira-Core-questions/How-to-set-Outgoing-Mail-DISABLED-by-edit-DB/qaq-p/41993

In it, another user found a SQL command you can run against the database to set this value to re-enable this.   I wish it wasn't necessary to do this, but I don't know what settings that plugin might have changed.  I would recommend that you stop Jira before you run this SQL update command:

UPDATE propertynumber SET propertyvalue=1 WHERE ID=(SELECT ID FROM propertyentry WHERE ENTITY_NAME='jira.properties' AND ENTITY_ID=1 AND PROPERTY_KEY='jira.mail.send.disabled');

After you run this, you can then start Jira once more. This should fix the incoming mail problem here.  But please let me know the results either way.

EDIT: I think my above reply is incorrect as I confused the sendmail with fetch mail.  Sorry about that  As such I don't think the SQL steps I listed above will help.   Instead I found your JVM arguments have these lines:

-Datlassian.mail.senddisabled=false -Datlassian.mail.fetchdisabled=false -Datlassian.mail.popdisabled=false  

I would expect that these with a value of true would disable the send and receive of email in jira.  However in most systems we either see these with the true value or we don't see these arguments at all in the startup logs.   Perhaps there is a bug with the false value not working correctly.  I'd like to make sure that you have these commented out of the setenv.sh file with a #.

Try that and restart Jira.  If we're still seeing the same thing, try to gather another support zip, but this time please also include your $JIRAINSTALL/bin/ in a zip file.  I'd like to take a closer look at your configuration files there and many of them are not include in the support zip.

[Przemysław Boruta]

Did the query, 1 row was found and updated, but after starting jira email puller is still disabled. Attaching fresh zip, hoping You can figure it out.

https://drive.google.com/open?id=1yfqk1YgGEQInfbktP_cC3SNFzhQTO5Ue

[Andy Heinzer]

Hey, sorry, I realized my last reply was flawed and I edited it.  Sorry about that.  Please see my edit.

[Andy Heinzer]

Found some other resources to check here.  

If you go to your<JIRA_HOME> directory, it is possible that you might have a jira-config.properties file here.   By default Jira does not include this file, but it can be created in order to set system properties this way.   Because of that I would want  to check to make sure that you don't have this file with the below property:

jira.mail.fetch.disabled=true

If you have this file AND this property is set to true, remove the line, save this file, and restart JIRA.

Check <JIRA_INSTALL>/atlassian-jira/WEB-INF/classes/jpm.xml for the below properties if it is at false:

<key>jira.mail.fetch.disabled</key>

If true, set to false, and restart.

[Przemysław Boruta]

Hi @Andy Heinzer

I,ve commented out above JVM arguments.

I don't have a jira-config.properties file in jira home dir:

root@jira2:/var/atlassian/application-data/jira# ls
analytics-logs dbconfig.xml jira-healthcheck-eol.json logs tmp
caches export log monitor
data import logos plugins

Also,  jmp.xml looks correct:

<property>
 <key>jira.mail.fetch.disabled</key>
 <description>Disables fetching incoming emails in JIRA.</description>
 <default-value>false</default-value>
 <type>boolean</type>
 <admin-editable>false</admin-editable>
 <sysadmin-editable>false</sysadmin-editable>
 </property>

But my incoming messages are still disabled.
Attaching support zip and zipped bin:

 https://drive.google.com/open?id=15DhjieS38GH-Gt1zW8rdk8Imy3zeKCHF

[Przemysław Boruta]

I've also checked, that (as long as my query below is correct) propertynumber for jira.mail.fetch.disabled is already set to 1:

jiradb=# select * FROM propertynumber WHERE ID=(SELECT ID FROM propertyentry WHERE ENTITY_NAME='jira.properties' AND ENTITY_ID=1 AND PROPERTY_KEY='jira.mail.fetch.disabled');
 id | propertyvalue 
-------+---------------
 50444 | 1
(1 row)

[Przemysław Boruta]

Problem solved!

I,ve ran this query:

UPDATE propertynumber SET propertyvalue=0 WHERE ID=(SELECT ID FROM propertyentry WHERE ENTITY_NAME='jira.properties' AND ENTITY_ID=1 AND PROPERTY_KEY='jira.mail.fetch.disabled');

and restarted JIRA. Email puller is now working :)

Thanks @Andy Heinzer for pointing  right direction.

[Andy Heinzer]

Thanks for posting back with your solution!