Jira Service Desk does not come up

[Albert Jumaquio]

The situation is that the service desk is simply not showing up and I am not able to access anything about the project. Please take a look below the error that I am getting.

Technical details

Log's referral number: 85138929-c6a6-44cc-acd2-14aa418cfd0c

Cause

Referer URL: http://jira.mod2.com:9001/secure/BrowseProjects.jspa?selectedCategory=all&selectedProjectType=service_desk
java.lang.NullPointerException

...
 at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:64) [atlassian-plugins-servlet-4.2.9.jar:?]
 at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) [atlassian-plugins-servlet-4.2.9.jar:?]
 at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:70) [atlassian-plugins-servlet-4.2.9.jar:?]
 at com.atlassian.plugin.servlet.filter.ServletFilterModuleContainerFilter.doFilter(ServletFilterModuleContainerFilter.java:58) [atlassian-plugins-servlet-4.2.9.jar:?]
 at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:192) [catalina.jar:8.5.6]
 at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:165) [catalina.jar:8.5.6]
 at com.atlassian.jira.web.filters.steps.ChainedFilterStepRunner.doFilter(ChainedFilterStepRunner.java:74) [classes/:?]
 at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:192) [catalina.jar:8.5.6]
 at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:165) [catalina.jar:8.5.6]
 at com.atlassian.core.filters.cache.AbstractCachingFilter.doFilter(AbstractCachingFilter.java:31) [atlassian-core-5.0.6.jar:?]
 at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) [atlassian-core-5.0.6.jar:?]
 at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:192) [catalina.jar:8.5.6]
 at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:165) [catalina.jar:8.5.6]
 at com.atlassian.core.filters.encoding.AbstractEncodingFilter.doFilter(AbstractEncodingFilter.java:39) [atlassian-core-5.0.6.jar:?]
 at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) [atlassian-core-5.0.6.jar:?]
 at com.atlassian.jira.web.filters.PathMatchingEncodingFilter.doFilter(PathMatchingEncodingFilter.java:41) [classes/:?]
 at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) [atlassian-core-5.0.6.jar:?]
 at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:192) [catalina.jar:8.5.6]
 at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:165) [catalina.jar:8.5.6]
 at com.atlassian.jira.startup.JiraStartupChecklistFilter.doFilter(JiraStartupChecklistFilter.java:72) [classes/:?]
 at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:192) [catalina.jar:8.5.6]
 at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:165) [catalina.jar:8.5.6]
 at com.atlassian.jira.web.filters.MultipartBoundaryCheckFilter.doFilter(MultipartBoundaryCheckFilter.java:36) [classes/:?]
 at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:192) [catalina.jar:8.5.6]
 at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:165) [catalina.jar:8.5.6]
 at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25) [classes/:?]
 at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) [atlassian-core-5.0.6.jar:?]
 at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:192) [catalina.jar:8.5.6]
 at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:165) [catalina.jar:8.5.6]
 at com.atlassian.jira.web.filters.steps.ChainedFilterStepRunner.doFilter(ChainedFilterStepRunner.java:74) [classes/:?]
 at com.atlassian.jira.web.filters.JiraFirstFilter.doFilter(JiraFirstFilter.java:59) [classes/:?]
 at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:192) [catalina.jar:8.5.6]
 at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:165) [catalina.jar:8.5.6]
 at com.atlassian.gzipfilter.GzipFilter.doFilterInternal(GzipFilter.java:115) [atlassian-gzipfilter-3.0.0.jar:?]
 at com.atlassian.gzipfilter.GzipFilter.doFilter(GzipFilter.java:92) [atlassian-gzipfilter-3.0.0.jar:?]
 at com.atlassian.jira.web.filters.gzip.JiraGzipFilter.doFilter(JiraGzipFilter.java:44) [classes/:?]
 at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:192) [catalina.jar:8.5.6]
 at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:165) [catalina.jar:8.5.6]
 at com.atlassian.jira.web.filters.InstantUpgradeHoldingFilter.doFilter(InstantUpgradeHoldingFilter.java:99) [classes/:?]
 at com.atlassian.core.filters.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:32) [atlassian-core-5.0.6.jar:?]
 at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:192) [catalina.jar:8.5.6]
 at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:165) [catalina.jar:8.5.6]
 at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:198) [catalina.jar:8.5.6]
 at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:108) [catalina.jar:8.5.6]
 at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:140) [catalina.jar:8.5.6]
 at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:79) [catalina.jar:8.5.6]
 at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:87) [catalina.jar:8.5.6]
 at org.apache.catalina.valves.AbstractAccessLogValve.invoke(AbstractAccessLogValve.java:620) [catalina.jar:8.5.6]
 at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:349) [catalina.jar:8.5.6]
 at org.apache.coyote.http11.Http11Processor.service(Http11Processor.java:784) [tomcat-coyote.jar:8.5.6]
 at org.apache.coyote.AbstractProcessorLight.process(AbstractProcessorLight.java:66) [tomcat-coyote.jar:8.5.6]
 at org.apache.coyote.AbstractProtocol$ConnectionHandler.process(AbstractProtocol.java:802) [tomcat-coyote.jar:8.5.6]
 at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.doRun(NioEndpoint.java:1410) [tomcat-coyote.jar:8.5.6]
 at org.apache.tomcat.util.net.SocketProcessorBase.run(SocketProcessorBase.java:49) [tomcat-coyote.jar:8.5.6]
 at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142) [?:1.8.0_102]
 at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617) [?:1.8.0_102]
 at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61) [tomcat-util.jar:8.5.6]
 at java.lang.Thread.run(Thread.java:745) [?:1.8.0_102]

[Keri]

Hi Albert,

This looks similar to the previous issue you were seeing with the missing upgrade tasks. Are you receiving any similar errors about versions in the logs?

Can you tell us if any of your Service Desk pages are working or if you can create a new Service Desk project?

Was this working recently and it stopped again suddenly?

Cheers,

Keri