Word document attached to JIRA won't open giving 500 error page on clicking the document

[Aditi Jain]

We are trying to open/save the document uploaded back in Dec 2013 under one of the requirement. Now, for some reason when we clicked on it, it's giving 500 error with message "Sorry, we had some technical problems during your last operation.". I've tried to check for the settings as provided in the other questions but nothing is helping.

Right clicked on the document to check the properties, but its showing only one 'General' tab and 'Ok' and 'cancel' button. Also, disabled Fish Eye plugin. But still getting the same error message.

Please can anyone help me with the reason, is it because of file don't exists or archived or what could be the reason for this error?

Also, what could be the other possible way to get this file (can we get it from backend database or something) ?

[Rachel Wright · Accepted solution]

Hi @[deleted],

If you have a recent version of Jira Server, you can get attachments from the file server.  

In Jira, visit: Admin > System > Advanced > Attachments (your-jira-url.com/secure/admin/ViewAttachmentSettings.jspa) to see your attachments directory location.  If you haven't changed the default, the path is:  your-jira-home/data/attachments.  In the "attachments" directory, attachment files are stored in the following folder structure:  /PROJECT_KEY/x0000/ISSUE_KEY/ID.

See the "data" section of this help file to learn more about how attachments are stored:  https://confluence.atlassian.com/adminjiraserver071/jira-application-home-directory-802593036.html

If you are not able to get to the file that way, my only other suggestion is to see if the file is available in one of your routine file system backups.  No backups?  Well I guess now is a good time to start taking regular file system and db snapshots.

Hope this helps,

Rachel Wright

[Aditi Jain]

Thanks Rachel for a descriptive answer. It is surely of big help. Appreciate your response. Thanks.

[Aditi Jain]

Between, just wanted to confirm the probable reason for this error?

[Nic Brough -Adaptavist-]

It's quite likely that the file is unreadable by Confluence - either in the file system, or it's got something in it that breaks the code trying to read it.  Have a look in the log file, that should tell you a lot more than "500"

[Aditi Jain]

Thanks Nic.