Error on first start after upgrade, when supplying new license key

[DanRMeyer]

Completed the upgrade (from 7.3.3 to 8.4.2), using the installer, on Windows.  After attempting to start it the first time, it said the license was out of date and requested that I provide a valid license.  I supplied it with the valid license from my.atlassian.com/product.  It then returned this error message.

Technical details

Log's referral number: d98cda2e-82f1-476a-b7a7-3771a8657a7e

Cause

Referer URL: http://localhost:8089/secure/ConfirmNewInstallationWithOldLicense!default.jspa

java.lang.IllegalStateException: setLicense called with illegal ValidationResult object

these are the first few lines of the illegalstateexception... its a few hundred lines long.
java.lang.IllegalStateException: setLicense called with illegal ValidationResult object
	at com.atlassian.jira.bc.license.JiraLicenseServiceImpl.setLicense(JiraLicenseServiceImpl.java:172) [classes/:?]
	at com.atlassian.jira.web.action.admin.ConfirmNewInstallationWithOldLicense.executeNewLicense(ConfirmNewInstallationWithOldLicense.java:303) [classes/:?]
	at com.atlassian.jira.web.action.admin.ConfirmNewInstallationWithOldLicense.doExecute(ConfirmNewInstallationWithOldLicense.java:254) [classes/:?]
	at webwork.action.ActionSupport.execute(ActionSupport.java:165) [webwork-1.4-atlassian-30.jar:?]
	at com.atlassian.jira.action.JiraActionSupport.execute(JiraActionSupport.java:63) [jira-api-8.4.2.jar:?]

[Andy Heinzer]

Hi Dan,

Sorry to hear that there is a problem here with upgrading Jira server.  I have seen this kind of licensing error before with upgrades of this nature.  Typically it is happening because one or more of the Jira applications licenses (Jira Core, Jira Software, and/or Jira Service Desk) is expired at the time of this upgrade.

Unfortunately, I fear that the web interface and this error message lack the ability to tell us which of the three it might be.  So it is possible that you did supply a new, updated license, but that the old expired license for a different product is still applied.

There are a couple of different ways to try to identify which is the problem license here:

1. If you are doing this upgrade on a new server or a staging server, then simply returning to the source Jira site to take a look at the Cog Icon -> Applications -> Versions & Licenses page can tell us what licenses are applied and their expiration dates.
2. Alternatively you can lookup these licenses in the SQL database with a query such as
   

   SELECT * FROM productlicense;

While method #1 can show you the expiration dates clearly, method #2 only provides us the keys themselves.  If you'd like to post all the values of that SQL query I can lookup those keys to see which is expired, as well as the license type (Core, Software, Service Desk), and then I can edit your post to remove the license details.  

Once we know which key or keys is at fault here, then we can work past this problem a couple of different ways.

1. You could go back to the source Jira site, or a backup and apply the new license keys for each product before the upgrade, and then perform the upgrade again.
2. You can restart this Jira 8.4.2 instance and apply a new license key that way on startup.  Since I would expect it to still have the same kind of error when you startup
3. OR you could follow the KB Manage Jira server license using database queries  in order to update the license keys directly in the database.  If you follow this method, you do need to restart Jira after the changes are made to the SQL database for them to take affect. 

Please let me know the results of the SQL query, or if you have any concerns about these steps.

Cheers,

Andy

[DanRMeyer]

Hi Andy,

The key from the sql query is:

[redacted]

Thanks

[DanRMeyer]

Andy, I need to transfer this support issue to another person here.  He has been added as a tech contact for the license/installation.  [redacted email address]

Not sure if this is possible? or if he should just open a new incident from his account so he can see the email follow ups for this?

thanks.

[Andy Heinzer]

I can see that this license key had an expiration date of 2019-04-22.  This was a 10 user Jira Software license.  In turn it means that while this key is applied, you won't be able to upgrade Jira to any version released after this date.

I would suggest that you either generate a new 30 day evaluation key on https://my.atlassian.com just to get through this upgrade or purchase a new key.  Once you have that new key that is not expired, you can then apply this to Jira.   If trying to apply this key in the web is not working, then let's try to follow the steps in the KB Manage Jira server license using database queries.  

In addition to that key, the SQL query should have returned an id value.  You can then use that id value to update the license in the database as described in the KB.   So if the id was 12345, then you're SQL update would look something like this:

update productlicense set license ='<license_string>' WHERE id=12345;

Although you do need to replace that <license_string> with the actual license key.  Once this is done, restart Jira once more and the upgrade should now be permitted.  If you run into any problems with this let me know.

Andy

[Andy Heinzer]

@DanRMeyer looks like we posted about the same time.

That's fine.  We could create a new support request if you like, but since this is a starter license issue, the support for this products comes to Community anyways. And since anyone can view this thread, let's just add that user to the thread so he can see it better too. I believe that account belongs to @Neil Froggatt 

Hi Neil, please see my response just above this one and let me know if you have any concerns with these next steps.

Andy

[Neil Froggatt]

Hi Andy, this is perfect.

Our license purchase method is set to auto-renew... so I have what should be a valid license key, but I'm guessing it was never applied.

I cross checked the result of

SELECT * FROM productlicense;

with the license in my.atlassian.com, and the licenses didn't match.

I tried providing the new license through this webpage http://10.69.69.16:8089/secure/ConfirmNewInstallationWithOldLicense!default.jspa...  It didn't report any errors, but when I tried starting and accessing Jira, I got the same error message as before.

So, I went back into the database and ran the above query again, and the key had not updated.  Btw, in case it matters, the ID was 10101.

I have now used the manual process you provided to update the key via the db directly. 

Unfortunately, I am still getting the same error.

Here is the new key that I applied: [redacted]

I re-ran select * from productlicense; to confirm that the new License key is in the database... along with the original ID.

I have also re-booted the system... and retried, and am still getting the same error.

Below is the complete list of errors that are displayed.

Hope this helps - any help/suggestions are much appreciated.

Neil

Jira encountered the following problems during startup. You need to fix any errors before you start Jira again.
License Too Old For Build: We found a problem with your JIRA license

Your current Jira Software license doesn't allow you to upgrade to this version of JIRA (8.4.2). Jira Software expired on 21/Apr/19 10:00 AM, and you can currently only upgrade to versions released prior to this date. Alternatively you can renew your license at my.atlassian.com which will allow you to upgrade to this version of JIRA (8.4.2). You can enter your new license here.
See our documentation for more information on licensing errors.

Learn more
Setup: Your memory allocation pool settings need attention

JIRA runs in a Java virtual machine (JVM), and this JVM is allocated an amount of memory to enable JIRA to run. These amounts can be manually configured.

The initial memory allocation pool (-Xms) is recommended to be at least 384m.

Learn more
Database: Supported database

Oracle 11G R2 is not supported. You should migrate to a supported database version.
Supported versions are: 19C, 18C, 12C R2, 12C R1

Learn more

[Neil Froggatt]

Just realized I made a stupid mistake - forgot to commit.  I'm passed the license too old error now.  I will look into the other two now and reach back out if I need more help.

[Andy Heinzer]

Hi Neil,

That key you applied looks good.  So restarting Jira should have let it get past that error.  Since it looks like you're using an Oracle database, the only difference here is that you might have to issue a SQL 'commit' command after doing the SQL update command in order for that change to stick in the database.   Other databases like postgres, mysql, and MS SQL don't typically have this requirement, but in my experience Oracle databases do.

But since it also appears that the newer version of Jira doesn't support this older Oracle 11g database, that is another problem that will need to be addressed in order for Jira to be able to do this upgrade successfully.  Check out the Jira 8.4 supported platforms to make sure that your SQL database is using a supported type/version before we attempt this upgrade.  Even if we can fix the license key issue here, this database warning should make us backup even further here to make sure it's done correctly.

Alternative to trying to apply this key to the database directly, if you still have the backup xml file you can restore this to a Jira 7.3.3 version (or otherwise follow the steps in Rolling back a Jira application upgrade), then apply the new license key there in the Jira 7.3.3 version.  Once the new license key is applied there, you can generate a new XML backup of Jira's data. 

In this case, I think this would be best to take a step back here.  Once that old Jira 7.3.x site has this new key, I'd suggest migrating your database to a new supported platform version per the instructions in Switching databases.   If you can do this first and get to a database version such as Oracle 12c, or Postgres 9.5, these versions are supported in both you current Jira version and the version you want to go to.

Which method for upgrading Jira have you been using so far?  Is this a rapid upgrade?  Or perhaps a fallback method?  I'm guessing you used the installer here on the same Jira instance to upgrade.  But I prefer the fallback method for situations like this.  It requires a bit more work, but is easy to get the old Jira site back up in cases like this.

Try this and let me know if you have any questions about these steps.

Andy

[Neil Froggatt]

I used the installer (rapid upgrade?) - these error messages don't appear until after attempting the upgrade (I found it strange that there was no warning raised about the required database upgrade when running through the pre-upgrade checks). 

Also, the new key has already been applied to the database.

I have a backup zip file, made before starting the upgrade process... it contains an activeobjects.xml and entities.xml file.  Are these the XML backup you are referring to?

Also, can you clarify which next step you are suggesting?

Remembering that the new key is in the database....

1) do I proceed with upgrading the Oracle database?

2) or do I rollback, with the current key? 

3) or do I need to put the old key back in the database and then roll back?

Thanks

Neil

[Andy Heinzer]

Hi Neil,

Yes that is the XML backup zip file that Jira will create.  There are a couple of different ways to try to proceed here.  I will try to explain so that you're not having to do more work than necessary. I understand that the current database now has the license key here as well.  But since that XML backup does not have the new license key, that XML backup zip file would only be useful here if you were going to do a rollback and then restore that data to a Jira 7.3.3 version.

I would recommend trying to upgrade the database to a version that Jira 8.4 supports (such as Oracle 12c R1 or R2). 

• If successful it will be the quickest way to get your data upgraded and working in the new Jira version. 
• If it fails, then you still have the XML backup to restore this data to a new empty database (on Jira 7.3.3). 

If you have to end up doing this XML restore to a 7.3.3 Jira, you could then just pick a newer database version when creating that empty database (such as Oracle 12c R1/R2).  This way you could restore the data to the 7.3.3 version of Jira, login to Jira, and then apply that new license key once more here before creating a new backup and then attempting the 8.4.x upgrade.

Try this, please let me know if you have any questions or concerns here.

Andy

[Neil Froggatt]

Hi Andy,

I am making some progress, but have hit a roadblock.  I ran into many issues trying to upgrade the Oracle database and so I have instead setup a new clean install of Oracle (12cr2) and imported the dump of the Oracle database that I had made just before embarking on this journey.

I have confirmed the tables have imported.  I have used Oracle SQL Developer to confirm that I can access the tables remotely (from the pc that is running the Jira software server).

I am now attempting to re-direct the Jira software server to look for the database in its new location by updating the dbconfig.xml file.

This is the "before" dbconfig.xml file that was working with the old database.

<?xml version="1.0" encoding="UTF-8"?>

<jira-database-config>
<name>defaultDS</name>
<delegator-name>default</delegator-name>
<database-type>oracle10g</database-type>
<jdbc-datasource>
<url>jdbc:oracle:thin:@10.69.69.20:1521:orcl</url>
<driver-class>oracle.jdbc.OracleDriver</driver-class>
<username>myuser</username>
<password>11111</password>
<pool-size>20</pool-size>
</jdbc-datasource>
</jira-database-config>

This is the "after" dbconfig.xml file that is not working.

<?xml version="1.0" encoding="UTF-8"?>

<jira-database-config>
<name>defaultDS</name>
<delegator-name>default</delegator-name>
<database-type>oracle10g</database-type>
<jdbc-datasource>
<url>jdbc:oracle:thin:@10.69.69.140:1521:orclpdb</url>
<driver-class>oracle.jdbc.OracleDriver</driver-class>
<username>myuser</username>
<password>11111</password>
<pool-size>20</pool-size>
</jdbc-datasource>
</jira-database-config>

Note that I updated the ip to point to the new oracle server... and updated orcl to orclpdb (since the data is in a pluggable database now)... in the connection string.

Could you tell me what else, if anything needs to be updated in the dbconfig.xml file?

Btw, here is the current error message I am getting when trying to access Jira from a browser

"DATABASE: JIRA COULDN'T CONNECT TO YOUR DATABASE
JIRA failed to establish a connection to your database.
This could be because:

Your database isn't running
The configuration of your dbconfig.xml file is incorrect (user, password, or database URL etc.)
There is a network issue between JIRA and your database (e.g. firewall, database doesn't allow remote access etc.)

There are several other solutions you can try, review our documentation and see what works for you."

Thank you for your help

Neil

[Neil Froggatt]

Hi Andy,  quick update...  I found out that the syntax for the connection string changed somewhere along the way...

I had to change...

<url>jdbc:oracle:thin:@10.69.69.140:1521:orclpdb</url>

to

<url>jdbc:oracle:thin:@10.69.69.140:1521/orclpdb</url>

That one little : to / made all the difference.

Our upgraded system is now up and running (thanks for your help!) and I am just working through the various post-upgrade warnings - config changes and plugin/app upgrades.

Neil

[Andy Heinzer]

Hi Neil,

Thanks for letting us know what the solution here was.  Let us know if you run into any problems.