Unable to update Xporter add-on in Jira software version 9.12.14

Question

We have upgraded jira data center to version 9.12.14. While we were able to update all add-on's, unable to update Xporter add-on alone.

Below error i observed in logs.

ForkJoinPool.commonPool-worker-3 ERROR [c.a.j.migration.fx3.Fx3PluginClientImpl] Failed to initialize fx3Client.
com.atlassian.jira.migration.httpclient.exceptions.HttpCommunicationException: An error occurred when requesting against resource https://api.atlassian.com/flags/api/v2/frontend/featureFlagValues: api.atlassian.com: Name or service not known

But, we have also updated Jira cloud migration assistant and tried disabling it as well. It does not help.

Could someone please help with this issue?

Sandeep_e4emhu · Answer

The error message api.atlassian.com: Name or service not known indicates a DNS resolution problem. Your Jira server is unable to resolve the hostname api.atlassian.com. This prevents Xporter (and potentially other add-ons relying on Atlassian cloud services) from functioning correctly. While the error mentions feature flags, the root cause is the DNS failure.

Here's a breakdown of troubleshooting steps:

* Verify Network Connectivity:

* Ping api.atlassian.com: From the Jira server's command line, run ping api.atlassian.com. If you get a "request timed out" or "unknown host" error, the server can't reach Atlassian's servers.
* Check Firewall: Ensure your firewall isn't blocking outbound connections to api.atlassian.com on port 443 (HTTPS).
* Proxy Settings: If you use a proxy server, verify the Jira server is configured to use it correctly. Check the $JIRA_HOME/server.xml file (or the equivalent configuration location for your application server) for proxy settings.
* DNS Server: Check the DNS server configuration on your Jira server. Use nslookup api.atlassian.com to see which DNS server is being used and if it's resolving the hostname correctly. Try a different DNS server (e.g., 8.8.8.8 or 1.1.1.1) temporarily to see if that resolves the issue.

* Hosts File (Less Likely but Worth Checking):

* Examine the /etc/hosts file (or the Windows equivalent) on the Jira server. Make sure there isn't an incorrect entry for api.atlassian.com that's overriding DNS resolution.

* Clear Add-on Cache (Less Likely to Help with DNS):

* While clearing the add-on cache is a good general troubleshooting step, it's unlikely to fix a DNS resolution problem. However, it's worth trying. Restart Jira after clearing the cache. The location of the plugin cache directory varies depending on your Jira installation. Look for a directory named plugins within your Jira home directory.

* Check Xporter Compatibility:

* Ensure the Xporter version you're trying to install is compatible with Jira 9.12.14. Check the Xporter documentation or the Atlassian Marketplace for compatibility information.

* Contact Xporter Support:

* If none of the above steps work, contact Xporter support directly. They may have specific insights into this issue or be aware of any known conflicts.

Example Proxy Configuration in server.xml (Tomcat):

Key Takeaway: Focus on resolving the DNS issue first. The error message is clearly indicating a network problem, not a problem with the add-on itself (unless there's a very specific bug related to DNS handling within Xporter, which is less likely). Once the server can resolve api.atlassian.com, the Xporter update should proceed without issues.