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Unknown error

junghyeon

I have installed JIRA service desk with MySQL8.0.

When I setting up database, I can't connect DB connector 'mysql-connector-java-8.0.21'.

The problem was passed by copying three files 'mysql-connector-java-8.0.19', 'mysql-connector-java-5.1.48', 'mysql-connector-java-8.0.21' to lib folder of JIRA.

But when entering license key, I've got 'unknown error' message.

I tried it again after dropping db and reinstall JIRA service desk.

I've got same message.

Accepted answers

All comments

Pritam Kumar_nosrms

@junghyeonfrom initial inspection it looks like you are using three connector for same database, I think you just need one.

Can please check your error log and share some more details. They are located inside home directory's logs folder.

junghyeon

Here is log information regarding error:

2020-10-05 18:32:56,817+0900 JIRA-Bootstrap ERROR [c.a.jira.startup.JiraStartupLogger] Cannot obtain Jira system information
com.atlassian.jira.exception.DataAccessException: org.ofbiz.core.entity.GenericDataSourceException: SQL Exception while executing the following:SELECT COUNT(U.ID) FROM cwd_user U (Table 'jiradb.cwd_user' doesn't exist)

Could you explain me what it means?

Pritam Kumar_nosrms

It looks like a database issue, can you do these steps,

Stop Jira
Delete or create new database
Check you have admin level access on database (you can grant to specific user and use that)
Delete existing Jira Home and create a new directory.

Inside Jira just use single connector for mysql in lib, and then start your Jira.

junghyeon

I tried as the steps but it issue same error.

When I use single connector, there is an empty issue (https://community.atlassian.com/t5/Jira-Service-Desk-questions/Database-is-not-Empty-issue/qaq-p/1490625)

Two connector are required (mysql-connector-java-5.1.48 and mysql-connector-java-8.0.19 or later)

I think JIRA Service Desk has a bug for connector of MySQL 8.

It does not create the table 'cwd_user'.

Does I need the JIRA to operate JIRA Service Desk?

I only installed JIRA Service Desk.

junghyeon

May I get any answer from atlassian team?

Pritam Kumar_nosrms

I have asked a friend to post this to community channel for Atlassian Team's help.

Andy Heinzer

Hi @junghyeon

I understand that you are trying to install Jira Service Desk Server, but it looks like you are having problems in regards to the MySQL database that you are trying to use here. The error message you posted indicates that the database is most likely not configured in the way that Jira is expecting. If it was, then Jira would be able to create the tables (such as cwd_users) that are needed for Jira to work correctly.

Note that until Jira 8.12 and Jira Service Desk 4.12.0, we did not have MySQL 8 support at all. MySQL 5.6 and 5.7 versions are supported, but these have always been recommended to use the 5.1.x JDBC driver. Jira Server now has support for MySQL 8, but only for 4.12.0 and higher versions of Jira Service Desk Server. I'm not sure which version of Jira Service Desk you are trying to install here, but if this is a version before one of these, then you won't be able to make this work with that database version. In cases like that, I'd recommend using a MySQL 5.7 database.

I would recommend trying to closely follow the database setup guide that corresponds to your version of Jira and MySQL, for example, Connecting Jira applications to MySQL 8.0 - Server 8.13 has step-by-step instructions to follow here for 8.13 / 4.13. If you're using a different version, then there is a selector on that page you can follow to select a different version of the document.

I agree with the previous advice to only have a single MySQL JDBC driver in the $JIRAINSTALL/lib/ folder. But what version that should be will depend upon the database version and the version of Jira. Our docs should be up to date with the correct versions here, but if they are not, I am interested to try to correct this.

Please let me know what version of Jira Service Desk you are trying to setup here, as it will likely make a difference in regards to the next steps to troubleshoot this problem;

Andy

junghyeon

Thank your for your answer.

I'm trying to install JIRA Service Desk 4.12.2 X64 with MySQL 8.0.

Trouble 1:

But JIRA Service Desk issued error(https://community.atlassian.com/t5/Jira-Service-Desk-questions/Database-is-not-Empty-issue/qaq-p/1490625) if I only copy MySQL connector Ver 8.0.19 or 8.0.21 to lib folder. When I copied two versions of connector (5.1.48 and 8.0.xx), it was passed.

Trouble 2:

After that, during entering license key, I've got 'unknown error' message.

the log file shows:

I think JIRA Service Desk has a bug for connector of MySQL 8. Some function require connector ver 5.x and others require ver 8.x.

Confluence is working correctly on the same system without any trouble in regarding to MySQL 8.0 and connector.

junghyeon

I tried to install JIRA Service Desk 4.13 with MySQL8.0 after drop database and create again.

But It shows same error(empty issue).

Nic Brough -Adaptavist-

What are you doing differently to what the installation docs say to do?

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