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Upgrade to Jira Service Desk 4.0.0 FAILS

Toby Pittman

The upgrade installation of Jira Service Desk from build 3.16.1 to 4.0.0 says it completed successfully but does not start. Checked the windows services and the service no longer exists. Is this happening to others? We could not get the new version to start up so we had to roll back to build 3.16.1

If there is a fix or possibly build installation 4.0.0 has an issue?

Thanks.

TJP

Accepted answers

All comments

Dave Theodore [Coyote Creek Consulting]

I think you should be able to fix this by manually setting up the service. It's pretty easy to do.

Toby Pittman

Tried that and it did not work. The service.bat file is missing or corrupt.

Dave Theodore [Coyote Creek Consulting]

I would download the Standalone ZIP version and manually install it. If you point it to your existing home directory, it should see your existing configuration and start right up. If you ran the installer multiple times, you will need to restore the original home directory and point to that.

Toby Pittman

Thank you... I'll give it a try.

Toby Pittman

Also... should I restart the server after setting the environment variable?

Toby Pittman

Did what you suggested and this is what I receive back now-

E:\>cd Program Files\Atlassian\JIRA\bin

E:\Program Files\Atlassian\JIRA\bin>service.bat install Jira
Installing the service 'JIRAServiceDesk281218110756' ...
Using CATALINA_HOME:    "E:\Program Files\Atlassian\JIRA"
Using CATALINA_BASE:    "E:\Program Files\Atlassian\JIRA"
Ignoring JAVA_HOME:        "E:\Program Files\Java\jdk1.8.0_192"
Using JRE_HOME:         "E:\Program Files\Atlassian\JIRA\jre"
Using JVM:              "E:\Program Files\Atlassian\JIRA\jre\bin\server\jvm.dll"
8 was unexpected at this time.

E:\Program Files\Atlassian\JIRA\bin>

Dave Theodore [Coyote Creek Consulting]

There is a note in the setup doc that says you need to use 8.3 path names. What happens if you try something this instead?

E:\>cd Progra~1\Atlass~1\JIRA\bin

Then try to add the service

E:\Progra~1\Atlass~1\JIRA\bin>service.bat install Jira

If you have more than more directory in any of those locations, you may need to change to ~2 or other number.

Dave Theodore [Coyote Creek Consulting]

Also you can use

dir /x

to see the 8.3 file/directory names.

Toby Pittman

Tried your suggestion and this is what I receive back-

E:\>cd Progra~1\Atlass~1\JIRA\bin
The system cannot find the path specified.

E:\>dir /x
Volume in drive E is SCSI_Vol2
Volume Serial Number is 56D9-91AD Directory of E:\01/05/2019 04:12 PM    <DIR>                       Crowd_Install
01/02/2019 02:08 PM    <DIR>                       data
01/02/2019 01:52 PM    <DIR>                       Program Files
01/21/2019 12:39 PM    <DIR>                       Program Files (x86)
               0 File(s)              0 bytes
               4 Dir(s) 78,896,680,960 bytes free

Daniel Eads

Hey all,

I'd like to follow up with everyone regarding the Windows Service disappearing after upgrading to Jira 8.0.0 / Service Desk 4.0.0. This is a known issue and tracked in JRASERVER-68865. I hope you were able to get Jira running manually after your upgrade (or that you were working on a test instance) if you ran into this issue.

Going forward, this issue has been fixed in Jira 8.0.1 / Service Desk 4.0.1 which were released this morning. If you are still having issues with the service not running, an upgrade from 8.0.0 to 8.0.1 (or Service Desk 4.0.0 to 4.0.1) should reinstall the service for you.

The latest releases are available here:

Cheers,
Daniel | Atlassian Support

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