Jira service desk customer portal loading endlessly

[markus pichler]

Hello community,

we had a problem with our service. It is currently not possible to create a ticket in our service desk (customer portal). As soon as I want to create a ticket, the website loads and nothing happens. I couldn't find any Error messages in the logs.

Screenshot:

If I execute a function in the right menü, the loading screen appears (endlessly)...

Versions:

• Jira 8.13.1
• Jira service desk 4.13.1

Log:

The following Java Script Error could be found in the console of Google Chrome Web Developer: 

Uncaught (in promise) Error: No aui/flag
u https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:10
s https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:10
require https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:15
104 https://xxx.xxx.com/s/1c1e82c5e16c25420a8a0929cd454aa6-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/33304402f79c85d734e79efce850b779/_/download/contextbatch/js/com.atlassian.servicedesk.frontend-webpack-plugin:16,-customerportal,-com.atlassian.analytics.analytics-client:js-events,-async-chunk-cv-landing-page,-browser-metrics-plugin.contrib,-jira.webresources:almond/batch.js?locale=en-US:165
i https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1081
3312 https://xxx.xxx.com/s/1c1e82c5e16c25420a8a0929cd454aa6-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/33304402f79c85d734e79efce850b779/_/download/contextbatch/js/com.atlassian.servicedesk.frontend-webpack-plugin:16,-customerportal,-com.atlassian.analytics.analytics-client:js-events,-async-chunk-cv-landing-page,-browser-metrics-plugin.contrib,-jira.webresources:almond/batch.js?locale=en-US:236
i https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1081
1524 https://xxx.xxx.com/s/1c1e82c5e16c25420a8a0929cd454aa6-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/33304402f79c85d734e79efce850b779/_/download/contextbatch/js/com.atlassian.servicedesk.frontend-webpack-plugin:16,-customerportal,-com.atlassian.analytics.analytics-client:js-events,-async-chunk-cv-landing-page,-browser-metrics-plugin.contrib,-jira.webresources:almond/batch.js?locale=en-US:204
i https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1081
promise callback*controller https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1542
loadController https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1542
addPage https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1542
route https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1542
route https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:820
loadUrl https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:826
any https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:531
loadUrl https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:826
loadUrl https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1180
navigate https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:827
w https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1394
c https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:85
add https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:85
w https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1394
O https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1394
U https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1394
k https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1394
dispatch https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:85
handle https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:85
batch.js:10:983

 Has anyone an idea?

Thanks

Markus

[Dirk Ronsmans · Accepted solution]

Hey @markus pichler ,

Couple of quesitons:

• is this in all browsers or just IE11?
• Do you also use Scriptrunner on your instance? There used to be a bug caused by Scriptrunner 6.2.x (i believe) that caused the create page to break due to the behaviours implementation (https://productsupport.adaptavist.com/browse/SRJIRA-4796 

i can see another error in your log 

Uncaught (in promise) Error: No aui/flag

so it might help to know what addons you use. Also disabling them and trying without addons is a good test to see if they cause it (and which one)

[markus pichler]

The error disappeared after uninstalling scriptrunner

[markus pichler]

THX!