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Tickets not visible on the Jira Service desk Interface

Bruno Casimir_li07y7

Hello,

We just updated from Jira service desk 3.16 to 4.13. Also we upgraded mysql from 5.6 to 8.0 ( mysql 8.0 is compatible with jira service desk 4.13). The MySQL Upgrade was successfull. The issue is that when connecting the Jira to the database i can't find the tickets on the jira service desk interface. i have tried to do a Re-indexing on the System page of Jira interface but i have the error "Désolé, nous avons eu des problèmes technique pendant votre dernière opération". I have gone through all the necessary steps of jira migration ( including moving modified files from the jira service desk 3.16).

Note that the installation of Jira service desk 4.13 and upgrade to MySQL 8.0 is done on the same server. (the original installation of jira service desk 3.16 and mysql 5.6 are on another server)

What can the issue be? Can you please help to resolve this issue?

If you need any additional information i am at your disposal.

Best regards,

Bruno.

Accepted answers

Bruno Casimir_li07y7

The browser version i was using was not compatible with the version of jira service desk i installed.

All comments

Martin Bayer _MoroSystems_ s_r_o__

Hi @Bruno Casimir could you provide us with a log files? You can find them in {jira_home}/log/atlassian-jira.log (https://confluence.atlassian.com/adminjiraserver/important-directories-and-files-938847744.html)

Dirk Ronsmans

Hi @Bruno Casimir

Seems like your re-index is failing?

Have you tried building an index from scratch? (stop instance, remove index files, restart)

JIRA does not directly use the DB to show the issues but indeed the lucene index. If that fails/does not exist no issues will be shown.

Can you share the log that is occuring when your indexing fails?

My guess is that this will be related to some plugin/app

Edit: a quick troubleshoot could be to set the instance on Safe mode and see if the index works then. If yes, you can see which app is causing an issue by enableing one by one.

Bruno Casimir_li07y7

Dirk Ronsmans

@Bruno Casimir ,

Can you check the application-jira.log ? The GC log isn't one that we can find much in

Bruno Casimir_li07y7

Hello Dirk,

Yes the re indexing fails. I do not find any log generated while the indexing failed. Yes i have tried to remove all the index files and restart jira but same issue.

The errors i posted above tells helps? There are other logs but can't find errors in it.

Can you give me the steps to troubleshoot if this is an app/plugin issue? To be noted that there is no internet access on the server on which jira is installed.

Best regards,

Dirk Ronsmans

When you start a re-index, could you check the application-jira.log and maybe post what is going on there?

Even if it's not an error it could give us a clue.

with regards to troubleshooting apps. if you go to "manage apps" you should see a link at the bottom "enter safe mode".

This will disable the apps and you can try and re-index then. If it works then one of your apps is causing the issue and you can re-enable them one by one to see which one.

Also did you verify your apps are still compatible with the version of JIRA you're currently running?

Bruno Casimir_li07y7

The Atlassian-jira.log is not updated when i try a re indexing. one interesting thing i found these lines below in the log. May be this is the issue, i can see the atlassian-jira.og is not updated since the installation done on 23/10/2020 :

2020-10-23 03:44:22,904+0200 JIRA-Bootstrap INFO [c.a.j.config.database.DatabaseConfigHandler] Database password decryption not performed.
2020-10-23 03:44:23,309+0200 JIRA-Bootstrap ERROR [c.a.jira.health.HealthChecks] The jira.home directory is locked
2020-10-23 03:44:23,309+0200 JIRA-Bootstrap ERROR [c.a.jira.health.HealthChecks] The jira.home directory C:\Program Files\Atlassian\Application Data\Jira is locked by another running instance of JIRA. Your jira.home directory can only be used by one running JIRA instance.
Review our documentation for more information on setting your JIRA home.
2020-10-23 03:44:23,614+0200 JIRA-Bootstrap INFO [c.a.jira.startup.JiraStartupLogger] Running Jira startup checks.
2020-10-23 03:44:23,615+0200 JIRA-Bootstrap FATAL [c.a.jira.startup.JiraStartupLogger] Startup check failed. Jira will be locked.
2020-10-23 03:44:23,822+0200 JIRA-Bootstrap INFO [c.a.jira.startup.LauncherContextListener] Startup is complete. Jira is ready to serve.

Bruno Casimir_li07y7

The browser version i was using was not compatible with the version of jira service desk i installed.

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