Jira eror 404

[Larry Strugatsky]

Jira was working fine for us until one day it became inaccessible stating http error 404.

The SQL database is up and Atlassian service is up to. The App is running on Windows server 2012R2. Below is atlassian-jira.log file. I appreciate your feedback based on the log and how can I fix it. Thanks!

18-05-02 08:09:17,628 Caesium-1-4 INFO ServiceRunner [c.a.j.p.h.service.ping.RefreshConnectionStatusJobHandler] Running RefreshConnectionStatusJobHandler...

2018-05-02 08:09:21,516 Caesium-1-3 INFO ServiceRunner [c.a.j.p.h.service.connect.InstallGlancesJobHandler] Running InstallGlancesJobHandler...

2018-05-02 08:09:21,517 Caesium-1-3 INFO ServiceRunner [c.a.j.p.h.service.connect.InstallGlancesJobHandler] There is no link to HipChat, no need to install glances.

2018-05-02 08:10:10,794 HealthCheck:thread-5 WARN ServiceRunner [c.a.t.j.healthcheck.util.SupportEolCheckUtil] Not able to retrieve the JIRA version information from MPAC

2018-05-02 08:10:10,795 HealthCheck:thread-5 ERROR ServiceRunner [c.a.t.j.healthcheck.support.EolSupportHealthCheck] An error occurred when performing the EOL check, see the exceptions for more info

org.apache.http.conn.HttpHostConnectException: Connect to marketplace.atlassian.com:443 [marketplace.atlassian.com/52.2.89.223, marketplace.atlassian.com/52.206.170.10, marketplace.atlassian.com/107.23.25.67] failed: Connection refused: connect

at org.apache.http.impl.conn.DefaultHttpClientConnectionOperator.connect(DefaultHttpClientConnectionOperator.java:159)

at com.atlassian.troubleshooting.healthcheck.impl.PluginSuppliedSupportHealthCheck.check(PluginSuppliedSupportHealthCheck.java:49)

at org.apache.http.conn.ssl.SSLConnectionSocketFactory.connectSocket(SSLConnectionSocketFactory.java:339)

at org.apache.http.impl.conn.DefaultHttpClientConnectionOperator.connect(DefaultHttpClientConnectionOperator.java:142)

... 18 more

at com.atlassian.troubleshooting.jira.healthcheck.util.SupportEolCheckUtil.fetchAndProcessVersions(SupportEolCheckUtil.java:65)

at com.atlassian.troubleshooting.jira.healthcheck.support.EolSupportHealthCheck.doCheck(EolSupportHealthCheck.java:84)

at org.apache.http.conn.ssl.SSLConnectionSocketFactory.connectSocket(SSLConnectionSocketFactory.java:339)

at org.apache.http.impl.conn.DefaultHttpClientConnectionOperator.connect(DefaultHttpClientConnectionOperator.java:142)

... 18 more

2018-05-02 11:09:17,629 Caesium-1-3 INFO ServiceRunner [c.a.j.p.h.service.ping.RefreshConnectionStatusJobHandler] Running RefreshConnectionStatusJobHandler...

at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)

... 18 more

2018-05-03 07:09:17,640 Caesium-1-4 INFO ServiceRunner [c.a.j.p.h.service.ping.RefreshConnectionStatusJobHandler] Running RefreshConnectionStatusJobHandler...

2018-05-03 07:09:58,842 HealthCheck:thread-3 WARN ServiceRunner [c.a.t.j.healthcheck.util.SupportEolCheckUtil] Not able to retrieve the JIRA version information from MPAC

2018-05-03 07:09:58,842 HealthCheck:thread-3 ERROR ServiceRunner [c.a.t.j.healthcheck.support.EolSupportHealthCheck] An error occurred when performing the EOL check, see the exceptions for more info

org.apache.http.conn.HttpHostConnectException: Connect to marketplace.atlassian.com:443 [marketplace.atlassian.com/52.2.89.223, marketplace.atlassian.com/52.206.170.10, marketplace.atlassian.com/107.23.25.67] failed: Connection refused: connect

at org.apache.http.impl.conn.DefaultHttpClientConnectionOperator.connect(DefaultHttpClientConnectionOperator.java:159)

org.apache.http.conn.HttpHostConnectException: Connect to marketplace.atlassian.com:443 [marketplace.atlassian.com/107.23.25.67, marketplace.atlassian.com/52.2.89.223, marketplace.atlassian.com/52.206.170.10] failed: Connection refused: connect

at org.apache.http.impl.conn.DefaultHttpClientConnectionOperator.connect(DefaultHttpClientConnectionOperator.java:159)

at org.apache.http.impl.conn.PoolingHttpClientConnectionManager.connect(PoolingHttpClientConnectionManager.java:359)

at org.apache.http.impl.execchain.MainClientExec.establishRoute(MainClientExec.java:381)

at org.apache.http.impl.execchain.MainClientExec.execute(MainClientExec.java:237)

at com.atlassian.troubleshooting.jira.healthcheck.support.EolSupportHealthCheck.doCheck(EolSupportHealthCheck.java:84)

at com.atlassian.troubleshooting.jira.healthcheck.support.AbstractSupportHealthCheck.check(AbstractSupportHealthCheck.java:23)

... 18 more

2018-05-03 19:09:17,646 Caesium-1-4 INFO ServiceRunner [c.a.j.p.h.service.ping.RefreshConnectionStatusJobHandler] Running RefreshConnectionStatusJobHandler...

2018-05-03 19:09:21,526 Caesium-1-3 INFO ServiceRunner [c.a.j.p.h.service.connect.InstallGlancesJobHandler] Running InstallGlancesJobHandler...

2018-05-03 19:09:21,526 Caesium-1-3 INFO ServiceRunner [c.a.j.p.h.service.connect.InstallGlancesJobHandler] There is no link to HipChat, no need to install glances.

2018-05-03 19:09:58,828 HealthCheck:thread-3 WARN ServiceRunner [c.a.t.j.healthcheck.util.SupportEolCheckUtil] Not able to retrieve the JIRA version information from MPAC

2018-05-03 19:09:58,828 HealthCheck:thread-3 ERROR ServiceRunner [c.a.t.j.healthcheck.support.EolSupportHealthCheck] An error occurred when performing the EOL check, see the exceptions for more info

org.apache.http.conn.HttpHostConnectException: Connect to marketplace.atlassian.com:443 [marketplace.atlassian.com/107.23.25.67, marketplace.atlassian.com/52.2.89.223, marketplace.atlassian.com/52.206.170.10] failed: Connection refused: connect

at org.apache.http.impl.conn.DefaultHttpClientConnectionOperator.connect(DefaultHttpClientConnectionOperator.java:159)

at org.apache.http.impl.conn.PoolingHttpClientConnectionManager.connect(PoolingHttpClientConnectionManager.java:359)

at org.apache.http.impl.execchain.MainClientExec.establishRoute(MainClientExec.java:381)

at org.apache.http.impl.execchain.MainClientExec.execute(MainClientExec.java:237)

at com.atlassian.troubleshooting.jira.healthcheck.support.AbstractSupportHealthCheck.check(AbstractSupportHealthCheck.java:23)

... 18 more

2018-05-03 20:09:17,646 Caesium-1-3 INFO ServiceRunner [c.a.j.p.h.service.ping.RefreshConnectionStatusJobHandler] Running RefreshConnectionStatusJobHandler...

2018-05-03 20:09:21,526 Caesium-1-2 INFO ServiceRunner [c.a.j.p.h.service.connect.InstallGlancesJobHandler] Running InstallGlancesJobHandler...

2018-05-03 20:09:21,526 Caesium-1-2 INFO ServiceRunner [c.a.j.p.h.service.connect.InstallGlancesJobHandler] There is no link to HipChat, no need to install glances.

2018-05-03 20:09:58,826 HealthCheck:thread-2 WARN ServiceRunner [c.a.t.j.healthcheck.util.SupportEolCheckUtil] Not able to retrieve the JIRA version information from MPAC

2018-05-03 20:09:58,827 HealthCheck:thread-2 ERROR ServiceRunner [c.a.t.j.healthcheck.support.EolSupportHealthCheck] An error occurred when performing the EOL check, see the exceptions for more info

org.apache.http.conn.HttpHostConnectException: Connect to marketplace.atlassian.com:443 [marketplace.atlassian.com/52.206.170.10, marketplace.atlassian.com/107.23.25.67, marketplace.atlassian.com/52.2.89.223] failed: Connection refused: connect

at org.apache.http.impl.conn.DefaultHttpClientConnectionOperator.connect(DefaultHttpClientConnectionOperator.java:159)

at org.apache.http.impl.conn.PoolingHttpClientConnectionManager.connect(PoolingHttpClientConnectionManager.java:359)

at org.apache.http.impl.execchain.MainClientExec.establishRoute(MainClientExec.java:381)

at org.apache.http.impl.execchain.MainClientExec.execute(MainClientExec.java:237)

at com.atlassian.troubleshooting.jira.healthcheck.util.SupportEolCheckUtil.fetchAndProcessVersions(SupportEolCheckUtil.java:65)

at com.atlassian.troubleshooting.jira.healthcheck.support.EolSupportHealthCheck.doCheck(EolSupportHealthCheck.java:84)

at com.atlassian.troubleshooting.jira.healthcheck.support.AbstractSupportHealthCheck.check(AbstractSupportHealthCheck.java:23)

at com.atlassian.troubleshooting.healthcheck.impl.PluginSuppliedSupportHealthCheck.check(PluginSuppliedSupportHealthCheck.java:49)

at java.util.concurrent.FutureTask.run(FutureTask.java:266)

at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)

Caused by: java.net.ConnectException: Connection refused: connect

at java.net.DualStackPlainSocketImpl.connect0(Native Method)

at java.net.DualStackPlainSocketImpl.socketConnect(DualStackPlainSocketImpl.java:79)

at java.net.Socket.connect(Socket.java:589)

at org.apache.http.conn.ssl.SSLConnectionSocketFactory.connectSocket(SSLConnectionSocketFactory.java:339)

at org.apache.http.impl.conn.DefaultHttpClientConnectionOperator.connect(DefaultHttpClientConnectionOperator.java:142)

... 18 more

2018-05-03 21:09:17,647 Caesium-1-2 INFO ServiceRunner [c.a.j.p.h.service.ping.RefreshConnectionStatusJobHandler] Running RefreshConnectionStatusJobHandler...

2018-05-03 21:09:21,526 Caesium-1-4 INFO ServiceRunner [c.a.j.p.h.service.connect.InstallGlancesJobHandler] Running InstallGlancesJobHandler...

2018-05-03 21:09:21,526 Caesium-1-4 INFO ServiceRunner [c.a.j.p.h.service.connect.InstallGlancesJobHandler] There is no link to HipChat, no need to install glances.

2018-05-03 21:09:58,912 HealthCheck:thread-1 WARN ServiceRunner [c.a.t.j.healthcheck.util.SupportEolCheckUtil] Not able to retrieve the JIRA version information from MPAC

2018-05-03 21:09:58,912 HealthCheck:thread-1 ERROR ServiceRunner [c.a.t.j.healthcheck.support.EolSupportHealthCheck] An error occurred when performing the EOL check, see the exceptions for more info

org.apache.http.conn.HttpHostConnectException: Connect to marketplace.atlassian.com:443 [marketplace.atlassian.com/107.23.25.67, marketplace.atlassian.com/52.206.170.10, marketplace.atlassian.com/52.2.89.223] failed: Connection refused: connect

at org.apache.http.impl.conn.DefaultHttpClientConnectionOperator.connect(DefaultHttpClientConnectionOperator.java:159)

at org.apache.http.impl.conn.PoolingHttpClientConnectionManager.connect(PoolingHttpClientConnectionManager.java:359)

at org.apache.http.impl.execchain.MainClientExec.establishRoute(MainClientExec.java:381)

at org.apache.http.impl.execchain.MainClientExec.execute(MainClientExec.java:237)

at org.apache.http.impl.client.InternalHttpClient.doExecute(InternalHttpClient.java:185)

2018-05-04 12:17:41,012 localhost-startStop-2 INFO [c.a.jira.startup.DefaultJiraLauncher] Stopping launchers

2018-05-04 12:17:41,205 localhost-startStop-2 INFO [c.a.plugin.manager.DefaultPluginManager] Preparing to shut down the plugin system

2018-05-04 12:17:41,230 localhost-startStop-2 INFO [c.a.plugin.manager.DefaultPluginManager] Shutting down the plugin system

2018-05-04 12:17:41,372 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true

2018-05-04 12:17:41,589 Gemini Blueprint context shutdown thread2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true

true

2018-05-04 12:17:41,940 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true

2018-05-04 12:18:12,203 Gemini Blueprint context shutdown thread2 WARN [o.s.b.factory.support.DisposableBeanAdapter] Invocation of destroy method failed on bean with name 'marketplaceClientManager': com.atlassian.util.concurrent.LazyReference$InitializationException: java.lang.RuntimeException: Retry failed; interrupted while waiting

2018-05-04 12:18:13,563 localhost-startStop-2 INFO [c.a.jira.startup.DefaultJiraLauncher] JIRA launchers stopped in 32542ms

[Andy Heinzer]

I am afraid the logs you posted so far do not indicate any problems with Jira, just that Jira was shutdown.  It doesn't tell us if this shutdown was initiated by a user call or the service/process was stopped for another reason.

Since this is a windows service, I would try to restart the service once more to see if Jira starts up or not.   If you find there is still a problem accessing the site, I would like to see more logs from this installation to better understand what the problem might be.  You can gather these logs from two locations:

• $JIRAHOME/log/
• $JIRAINSTALL/logs/

If you can zip the contents of these and then post this zip file to a service like Google Drive, Dropbox, etc and then share with us the link, I'd be happy to take a closer look and see if we can't find more about this problem.

[Larry Strugatsky]

Thanks for your reply. We definitely restarted Jira service few times and even rebooted the server, but still no luck. Additionally, we tried to change default port 8080 to  a different one, but that did not resolve the issue either, so we put it back to 8080.

We also are not able to access it locally on the server: http://localserver:8080/  It gives the same http 404 error. Where is the actual index.html or the home location files is stored (what location)? We would like to put another file there just to see if the web is up. As per your request attached please find log zipped file ($JIRAHOME/log/) and we are impatiently waiting to hear  back from you soon. Thanks again.

[Larry Strugatsky]

https://drive.google.com/file/d/1YxGhjumhajrAr6e3mM21Hqvuk3fo98lU/view?usp=sharing

[Andy Heinzer]

The last log entry from that zip file appears to have been from last month.

2018-05-04 12:18:13,563 localhost-startStop-2 INFO      [c.a.jira.startup.DefaultJiraLauncher] JIRA launchers stopped in 32542ms

However from reviewing the rest of the logs, I can't see a clear problem with your instance.  It just looks like Jira has not started, or attempted to be started since that time.  If you have tried to start Jira since that time, these logs do not indicate it as such.  I'm not sure how to explain the lack of recent logs here. It could be that the service does not have the permissions needed to start jira or create/update logs in those directories, OR it could be there is a different installation path that in turn has a different log path.

You mentioned that the Jira Service states it is running.  If this is the case, then I would want to first understand if this is the correct installation path for Jira.  Jira does not utilize an index.html file for its webserver.   

Try to start Jira once more, and then in a command line try to do a

netstat -a -n -o

in order to try to see if the application is binding to the port set locally.  If you're not sure what port Jira is expected to be using, go into the $JIRAINSTALL/conf/server.xml file.  The local port Jira will use will be set within a <connector> tag.  It is possible you might have multiple connectors there.  8080 is default, but it could be just about any port in a windows environment.

It might also help to review Running JIRA applications as a Windows service.   With this guide you can dig a bit deeper into the windows service itself to understand the exact parameters this service is using to try to start Jira.   Or you could use this guide to remove and recreate the windows service in case that is the problem.