Jira license not being recognised

[Support Moose]

Hi there,

The internal Jira server was rebooted, after that when opening Jira it was asking for the config and license. But its not accepting the purchased license or even a eval license??

We linked Jira to a Postgre DB, and that is all there and working.

So just wondering how we can get it all linked up again?

Thanks

Andrea

[Shannon S]

Andrea,

Can you show me what happens when you try to use the license? What error are you getting?

Regards,

Shannon

[Support Moose]

[Support Moose]

 Hi Shannon, the above is the page where i need to enter the license, I am adding in the purchased license, and also trying an eval one, but neither will work.

Any thoughts?

Thanks
Andrea

[Shannon S]

Andrea,

Thank you for that. The error message is usually indication that there's more information in the logs about the issue here.

Could you tail the Jira server logs and attempt to trigger the error again and let me know what messages occur? 

Can you also confirm what kind of server setup your instance is on and which version of Jira?

Regards,

Shannon

[Support Moose]

Hi Shannon

So I have jumped onto the Jira server, found the folder where the logs are located, replicated the issue and none of the logs are updating. But i can get this from one of the logs which would have been when i tried yesterday....not sure if this is the info your referring to?

0:0:0:0:0:0:0:1 910x8x1 - [25/Sep/2018:15:10:55 +1000] "GET /secure/SetupLicense!default.jspa HTTP/1.1" 200 3098 70 "http://localhost:8080/secure/SetupApplicationProperties!default.jspa" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/69.0.3497.100 Safari/537.36" "1cvbazu"
0:0:0:0:0:0:0:1 910x9x1 - [25/Sep/2018:15:10:56 +1000] "POST /rest/webResources/1.0/resources HTTP/1.1" 503 40 3 "http://localhost:8080/secure/SetupLicense!default.jspa" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/69.0.3497.100 Safari/537.36" "1cvbazu"
0:0:0:0:0:0:0:1 911x10x1 - [25/Sep/2018:15:11:26 +1000] "POST /secure/SetupLicense!validateLicense.jspa HTTP/1.1" 500 41911 1227 "http://localhost:8080/secure/SetupLicense!default.jspa" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/69.0.3497.100 Safari/537.36" "1cvbazu"
0:0:0:0:0:0:0:1 911x11x1 - [25/Sep/2018:15:11:46 +1000] "POST /secure/SetupLicense!validateLicense.jspa HTTP/1.1" 500 41911 213 "http://localhost:8080/secure/SetupLicense!default.jspa" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/69.0.3497.100 Safari/537.36" "1cvbazu"

Our server is windows server 2016. I have also installed a postgreSQL DB, but have not gotten to the point where I link the two together.

Jira version 7.11.2

Thanks
Andrea

[Support Moose]

Hi Shannon,

Further to the above, Actually found one of the logs that might have something more useful:

2018-09-26T13:01:52.050+1000: 83440.489: [GC (Allocation Failure) [PSYoungGen: 65973K->2810K(114688K)] 515199K->452044K(638976K), 0.0118528 secs] [Times: user=0.06 sys=0.00, real=0.01 secs]
2018-09-26T13:01:55.844+1000: 83444.282: [GC (Allocation Failure) [PSYoungGen: 70394K->2374K(117760K)] 519628K->451608K(642048K), 0.0098416 secs] [Times: user=0.02 sys=0.00, real=0.01 secs]
2018-09-26T13:01:55.935+1000: 83444.374: [GC (Allocation Failure) [PSYoungGen: 69958K->2926K(123904K)] 519192K->452160K(648192K), 0.0097652 secs] [Times: user=0.00 sys=0.00, real=0.01 secs]
2018-09-26T13:09:43.984+1000: 83912.431: [GC (Allocation Failure) [PSYoungGen: 74606K->17478K(125440K)] 523840K->466712K(649728K), 0.0319554 secs] [Times: user=0.08 sys=0.00, real=0.03 secs]
2018-09-26T13:09:44.109+1000: 83912.557: [GC (Allocation Failure) [PSYoungGen: 89158K->2508K(131072K)] 538392K->451742K(655360K), 0.0097601 secs] [Times: user=0.06 sys=0.00, real=0.01 secs]

Thanks
Andrea

[Nic Brough -Adaptavist-]

It's running out of memory.  In a lot of cases, memory allocation is complex and throwing more memory at it is not immediately the right answer, but if this is crashing just on the licence, that is the first thing to try.  Change the setenv.sh file to allow it more memory

[Support Moose]

Hi Nic

Thanks for the above. So i have increased the max memory to be 4000m and still no joy:(

I wasnt sure if i needed to reboot or stop start services, so i did both things inbetween changing the max memory option. I did start at 1000m.

The server has 8GB of Memory.

Any other ideas?

Thanks

[Nic Brough -Adaptavist-]

Could you show us exactly what your setenv file says?

[Support Moose]

Hi Nic,

Sure, file details:

#
# One way to set the JIRA HOME path is here via this variable. Simply uncomment it and set a valid path like /jira/home. You can of course set it outside in the command terminal. That will also work.
#
#JIRA_HOME=""

#
# Occasionally Atlassian Support may recommend that you set some specific JVM arguments. You can use this variable below to do that.
#
JVM_SUPPORT_RECOMMENDED_ARGS=""

#
# The following 2 settings control the minimum and maximum given to the JIRA Java virtual machine. In larger JIRA instances, the maximum amount will need to be increased.
#
JVM_MINIMUM_MEMORY="384m"
JVM_MAXIMUM_MEMORY="4000m"

#
# The following are the required arguments for JIRA.
#
JVM_REQUIRED_ARGS='-Djava.awt.headless=true -Datlassian.standalone=JIRA -Dorg.apache.jasper.runtime.BodyContentImpl.LIMIT_BUFFER=true -Dmail.mime.decodeparameters=true -Dorg.dom4j.factory=com.atlassian.core.xml.InterningDocumentFactory'

# Uncomment this setting if you want to import data without notifications
#
#DISABLE_NOTIFICATIONS=" -Datlassian.mail.senddisabled=true -Datlassian.mail.fetchdisabled=true -Datlassian.mail.popdisabled=true"

#-----------------------------------------------------------------------------------
#
# In general don't make changes below here
#
#-----------------------------------------------------------------------------------

#-----------------------------------------------------------------------------------
# Prevents the JVM from suppressing stack traces if a given type of exception
# occurs frequently, which could make it harder for support to diagnose a problem.
#-----------------------------------------------------------------------------------
JVM_EXTRA_ARGS="-XX:-OmitStackTraceInFastThrow"

PRGDIR=`dirname "$0"`
cat "${PRGDIR}"/jirabanner.txt

JIRA_HOME_MINUSD=""
if [ "$JIRA_HOME" != "" ]; then
echo $JIRA_HOME | grep -q " "
if [ $? -eq 0 ]; then
echo ""
echo "--------------------------------------------------------------------------------------------------------------------"
echo " WARNING : You cannot have a JIRA_HOME environment variable set with spaces in it. This variable is being ignored"
echo "--------------------------------------------------------------------------------------------------------------------"
else
JIRA_HOME_MINUSD=-Djira.home=$JIRA_HOME
fi
fi

JAVA_OPTS="-Xms${JVM_MINIMUM_MEMORY} -Xmx${JVM_MAXIMUM_MEMORY} ${JAVA_OPTS} ${JVM_REQUIRED_ARGS} ${DISABLE_NOTIFICATIONS} ${JVM_SUPPORT_RECOMMENDED_ARGS} ${JVM_EXTRA_ARGS} ${JIRA_HOME_MINUSD} ${START_JIRA_JAVA_OPTS}"

export JAVA_OPTS

# DO NOT remove the following line
# !INSTALLER SET JAVA_HOME

echo ""
echo "If you encounter issues starting or stopping JIRA, please see the Troubleshooting guide at http://confluence.atlassian.com/display/JIRA/Installation+Troubleshooting+Guide"
echo ""
if [ "$JIRA_HOME_MINUSD" != "" ]; then
echo "Using JIRA_HOME: $JIRA_HOME"
fi

# set the location of the pid file
if [ -z "$CATALINA_PID" ] ; then
if [ -n "$CATALINA_BASE" ] ; then
CATALINA_PID="$CATALINA_BASE"/work/catalina.pid
elif [ -n "$CATALINA_HOME" ] ; then
CATALINA_PID="$CATALINA_HOME"/work/catalina.pid
fi
fi
export CATALINA_PID

if [ -z "$CATALINA_BASE" ]; then
if [ -z "$CATALINA_HOME" ]; then
LOGBASE=$PRGDIR
LOGTAIL=..
else
LOGBASE=$CATALINA_HOME
LOGTAIL=.
fi
else
LOGBASE=$CATALINA_BASE
LOGTAIL=.
fi

PUSHED_DIR=`pwd`
cd $LOGBASE
cd $LOGTAIL
LOGBASEABS=`pwd`
cd $PUSHED_DIR

echo ""
echo "Server startup logs are located in $LOGBASEABS/logs/catalina.out"

# Set the JVM arguments used to start JIRA. For a description of the options, see
# http://www.oracle.com/technetwork/java/javase/tech/vmoptions-jsp-140102.html

#-----------------------------------------------------------------------------------
# This allows us to actually debug GC related issues by correlating timestamps
# with other parts of the application logs.
#-----------------------------------------------------------------------------------
GC_JVM_PARAMETERS=""
GC_JVM_PARAMETERS="-XX:+PrintGCDetails -XX:+PrintGCDateStamps -XX:+PrintGCTimeStamps -XX:+PrintGCCause ${GC_JVM_PARAMETERS}"
GC_JVM_PARAMETERS="-Xloggc:$LOGBASEABS/logs/atlassian-jira-gc-%t.log -XX:+UseGCLogFileRotation -XX:NumberOfGCLogFiles=5 -XX:GCLogFileSize=20M ${GC_JVM_PARAMETERS}"

CATALINA_OPTS="${GC_JVM_PARAMETERS} ${CATALINA_OPTS}"
export CATALINA_OPTS