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Jira Log Analyzer error: We couldn't create your support zip. Scan failed

Kevin Deuel

Hi All,

After a restart, our Jira system can not run the Log Analyzer, we get a red bordered box at the top that says:

We couldn't create your support zip.

Scan failed

The log contains an error that says:

2019-05-11 16:56:31,689 http-nio-8080-exec-9 WARN kdeuel 1016x89x1 hbqlqt <ip_address> /plugins/servlet/troubleshooting/view/hercules/execute [c.a.t.stp.hercules.SupportToolsHerculesScanAction] Log scan failed

java.util.concurrent.ExecutionException: com.thoughtworks.xstream.mapper.CannotResolveClassException: head

Has anyone run into something similar and have any ideas on how to resolve?

Thanks!
-Kevin

Accepted answers

Kevin Deuel

It seems this corrected itself. I received an email update when the periodic scan completed and checked the system in the morning, and it was working again.

All comments

Nic Brough -Adaptavist-

Many times. but we need to know what the logs say about the real warning/error

Kevin Deuel

thanks Nic! I am adding full error here...

19-05-11 16:59:46,990 http-nio-8080-exec-12 WARN kdeuel 1019x159x1 hbqlqt <ip_address> /plugins/servlet/troubleshooting/view/hercules/execute [c.a.t.stp.hercules.SupportToolsHerculesScanAction] Log scan failed
java.util.concurrent.ExecutionException: com.thoughtworks.xstream.mapper.CannotResolveClassException: head
at java.util.concurrent.FutureTask.report(FutureTask.java:122)
at java.util.concurrent.FutureTask.get(FutureTask.java:206)
at com.atlassian.troubleshooting.stp.task.DefaultTaskMonitor.get(DefaultTaskMonitor.java:115)
at com.atlassian.troubleshooting.stp.hercules.SupportToolsHerculesScanAction.prepare(SupportToolsHerculesScanAction.java:77)
at com.atlassian.troubleshooting.stp.servlet.SupportToolsViewServlet.displayResults(SupportToolsViewServlet.java:207)
at com.atlassian.troubleshooting.stp.servlet.SupportToolsViewServlet.doGet(SupportToolsViewServlet.java:130)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:635)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:742)
at com.atlassian.plugin.servlet.DelegatingPluginServlet.service(DelegatingPluginServlet.java:37)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:742)
at com.atlassian.plugin.servlet.ServletModuleContainerServlet.service(ServletModuleContainerServlet.java:46)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:742)
... 53 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 58 filtered
at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:66)
... 1 filtered
at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:64)
... 36 filtered
at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30)
... 10 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 4 filtered
at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)
... 26 filtered
at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
... 24 filtered
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
at java.lang.Thread.run(Thread.java:748)
Caused by: com.thoughtworks.xstream.mapper.CannotResolveClassException: head
at com.thoughtworks.xstream.mapper.DefaultMapper.realClass(DefaultMapper.java:81)
at com.thoughtworks.xstream.mapper.MapperWrapper.realClass(MapperWrapper.java:125)
at com.thoughtworks.xstream.mapper.DynamicProxyMapper.realClass(DynamicProxyMapper.java:55)
at com.thoughtworks.xstream.mapper.MapperWrapper.realClass(MapperWrapper.java:125)
at com.thoughtworks.xstream.mapper.PackageAliasingMapper.realClass(PackageAliasingMapper.java:88)
at com.thoughtworks.xstream.mapper.ClassAliasingMapper.realClass(ClassAliasingMapper.java:79)
at com.thoughtworks.xstream.mapper.MapperWrapper.realClass(MapperWrapper.java:125)
at com.thoughtworks.xstream.mapper.ArrayMapper.realClass(ArrayMapper.java:74)
at com.thoughtworks.xstream.mapper.MapperWrapper.realClass(MapperWrapper.java:125)
at com.thoughtworks.xstream.mapper.SecurityMapper.realClass(SecurityMapper.java:71)
at com.thoughtworks.xstream.mapper.MapperWrapper.realClass(MapperWrapper.java:125)
at com.thoughtworks.xstream.mapper.CachingMapper.realClass(CachingMapper.java:47)
at com.thoughtworks.xstream.core.util.HierarchicalStreams.readClassType(HierarchicalStreams.java:29)
at com.thoughtworks.xstream.core.TreeUnmarshaller.start(TreeUnmarshaller.java:133)
at com.thoughtworks.xstream.core.AbstractTreeMarshallingStrategy.unmarshal(AbstractTreeMarshallingStrategy.java:32)
at com.thoughtworks.xstream.XStream.unmarshal(XStream.java:1486)

Kevin Deuel

It seems this corrected itself. I received an email update when the periodic scan completed and checked the system in the morning, and it was working again.

Francisco Villar Romasanta

We ran into the same problem, the loganalyzer tries to access confluence.atlassian.com

This URL has to be reachable, in our case it had to be configured in the firewall.

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