Jira won't start after upgrade

[Jonathan Okie]

I received a security warning inside Jira. It said I should upgrade. I upgraded. During the upgrade, it said the collation for the postgresql database wasn't supported (despite it being that way for 5+ years prior). I followed the directions to create a new, blank SQL Server database. Now, Jira won't start. The site posts the message:

JIRA — Internal Server Error

Error reference: c73b14da-b91d-4ed1-ba6e-fc69aa470cd3

Unable to render full error details at this time. Please consult the error logs for more information.

Now what?

[Bastian Stehmann]

Hi @Jonathan Okie ,

• Sometimes the requirements are changing, so it is always best to have a look at the requirements page before upgrading. 
• If you created a new database,  you will have to run the setup wizard again to connect it to jira. You can just remove the db.xml from your application-home to go there. But with the new database, you will lose your data or must restore a backup to that database. 
• As the error message suggests,  take a look at the logs. You should start with atlassian-jira.log. you can find it in the logs-folder.

[Jonathan Okie]

I have followed the directions for an upgrade. I have paid for service. It is not working. I would like someone who has technical expertise with Jira to look at my logs and tell me why it is not starting. How do we do that?

Thanks

[Bastian Stehmann]

Hi @Jonathan Okie ,

You have to create a support ticket then, we are only users like you.

You can do that here

https://support.atlassian.com/contact/

You will probably have to create an support zip as described here https://confluence.atlassian.com/support/create-a-support-zip-790796819.html

[Jonathan Okie]

OK, thank you.