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Jira Service Management is licensed but not currently installed

Foroud Saraji

I have this message after the upgrade to the latest Version 8.21.0

However, I cannot install the Service Desk. When I click on "Install" button, I get the following error message:

"An unexpected error occurred. Refer to the logs for more information.", but there is no log file showing any error.

My License was expired and I tried to renew the License by uninstalling and reinstalling it.

any suggestion?

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Fernando Eugênio da Silva

@Foroud Saraji

You don't need to uninstall the product to update your licenses, just go to my atlassian and get the license keys and change them in your environment by going to "Applications".

But for your case, as there was a tool version update, I faced something similar and it was because we were using insight and he made a change in the database.

Had to contact Atlassian support to resolve.

To help, create a support zip log file.
Go to "System";
Click on "Troubleshooting and support tools";
Then click on "Create support zip", and then on "Create Zip".

Jira will give you a complete log file that can be useful for Atlassian staff to help you with.

Having the file, contact the staff here: https://support.atlassian.com/contact/#/

Sometimes some apps make changes to the database and version updates are impacted with these apps

Foroud Saraji

Hi Fernando,

we are not using anything else than Jira Service Desk itself and this happened after the upgrade to the Latest Version.

Since this is a starter License, I am not able to create a ticket on Jira Support at all.

any suggestion?

Fernando Eugênio da Silva

@Foroud Saraji

You really can't identify any error lines downloading the ZIP in the Troubleshooting and Support tools tab?

This would help you understand if the problem is in the environment or in the database.

Try this or when the error you indicate appears, click on "see details" to see the error logs.

Usually the Server presents these logs as soon as the problem happens.

Nic Brough -Adaptavist-

Try the install again, and read the logs as the install is running.

On the server, the file you need to watch (I usually use "tail -f" before clicking on the action that is failing) is <jira home>/logs/atlassian-jira.log

Foroud Saraji

the installation was done without any issue or problem

Nic Brough -Adaptavist-

Excellent news!

It was probably a network hiccup or something that broke it the first time round!

Foroud Saraji

No!, what I meant was, the Installation was without any issue, however, the problem occurred.

I have restored the whole application (incl. Database) from my backup and tried to renew the license in 8.12...

even there the license renewal hangs...

Is there currently an issue with Atlassian Server?

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