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Jira freeze in web browsers

Jiří Michálka

Hello,

I have a problem with jira.
During the day it happens that jira freezes in any browser.
Clearing cookies or turning off and on the browser always helps.
It's happening to several users across the company.
So I want to ask if anyone has encountered this problem, or how to solve it.

Accepted answers

Radek Dostál

This can happen to any browser on any page for any action really, we would need to know more.

We'd need to know what precisely you mean by "freezes" - is the page just unresponsive but otherwise you can still use the browser / other tabs, or does it hang the entire browser / ask you to exit, etc.

Does the page eventually load or does it hang indefinitely.

Once you close and reopen the browser, the page then loads fine if I understood this right?

Is it a specific page or set of pages that freeze, while others do not? Are you using that browser for anything else other than Jira - getting any freezes in other places or specifically just Jira?

Could lack of system memory be the case?

What page / data you were trying to access - and this is really difficult to gauge remotely without a HAR file. Ideal would be a HAR file for both when the page loads fine, and when it hangs (https://confluence.atlassian.com/kb/generating-har-files-and-analyzing-web-requests-720420612.html) however note that HAR will contain some sensitive data you'd likely want to remove first before putting in public. It will keep things such as page content, urls, headers, cookies - so this might not always be suitable for forums.

I wouldn't necessarily say Jira would be the case - it doesn't tend to do that. Not unless you generate inhumane amount of data on a single page (in which case, understandable it hangs, thinking here e.g. history panel with 3000 change histories ought to do it), but it could also be any extensions, or really ancient browsers. Lots of things, too many generics.

All comments

Tom Lister_fo1j4e

Is this the same time of day each time?

I have had issues with other tasks running during the day. e.g. eazyBI extracts kicking in, scheduled report subscriptions.

Also avoid admins reindexing, refreshing plugins.
Check server memory usage. With high allocated memory, the garbage collection can have an impact as it happens less frequently but there is more garbage to release.

Look for long-running queries in the logs. atlassian-jira-slow-queries.log. We had some bad ones supporting boards the users used regularly.

Radek Dostál

This can happen to any browser on any page for any action really, we would need to know more.

Does the page eventually load or does it hang indefinitely.

Once you close and reopen the browser, the page then loads fine if I understood this right?

Is it a specific page or set of pages that freeze, while others do not? Are you using that browser for anything else other than Jira - getting any freezes in other places or specifically just Jira?

Could lack of system memory be the case?

Jiří Michálka

By freeze I mean only jira gets stuck loading. It happens randomly when clicking, for example, on a ticket, or closing a ticket, or anywhere else.

Only the jira window gets stuck where only the loading wheel can be seen. Other browser windows work fine. This means that the problem is probably not caused by the browser.

We were increasing the system memory (RAM) as soon as it started happening to us. Unfortunately, this did not solve the problem.

The HAR file will probably be more difficult to find as it happens randomly.

I will be glad for any advice.
Thank´s

Jiří Michálka

Time is random, independent.
It happens non-periodically.
It freezes randomly on any part of the jira. For example, dashboard, tickets, tempo, etc.

Okay, thank you,

Radek Dostál

This sounds like bad performance of your Jira instance - Jira is simply not fast enough or doesn't respond quickly enough.

We won't be able to tell you exactly why - numerous reasons. It may be a slow server cpu, it may be congested connections somewhere, stuck threads, garbage collection having a field day, load balancer not keeping up, virtually anything could be affecting performance.

On the other hand, it might also be your internet connection, or split tunneling of vpn going through bad router, maybe only certain part of world has these problems while other does not, quite a lot of things really.

You might want to try and isolate it to find out where this happens, if there is any pattern - specific issues, specific project, only during specific time of the day, etc. Any of those things can help identifying the pattern and then make it easier to find the root cause.

But most of all you need someone with backend access to the services who knows where to look and do some health check on the system, look through your HAR files (or screen share etc.) reproducing this while they can trace your requests back to the server and hopefully find what's taking it so long to respond. See if somebody else can reproduce it in the same place, etc. Is db server okay, are there any automated jobs kicking in, is any bot hammering the system with tons of requests effectively slowing entire instance, etc. All of those need to be checked from the backend.

If this is a persistent problem and you still can't find the problem, then you could also raise a support ticket with Atlassian who can do some more troubleshooting (if you have a valid software license). They will however ask you to provide some more data from the server, and probably also the HAR files so they can see what's happening in your browser.

Without knowing any specifics, system details, HAR files, we as community can't really troubleshoot bad performance without you feeding us tons of data, which may or may not be confidential depending on the nature of your instance.

First I'd try to explain/show the problem to whomever is managing/administering your instance as they should be able to narrow this down to something smaller.

John Funk

Hi Jiří - Welcome to the Atlassian Community!

Have you tried the browser with Incognito mode? What I have seen a lot of times is that there is an extension that has been added to the browser that is causing the problem.

Jiří Michálka

Hi, we also tried, but the problem also occurs in the anonymous browser.

As soon as it is stuck, I will take a picture and send a photo of how it looks.
We also tried to search in the console, the browser asks for data, the server sends it, but the data no longer appears in the browser and all that remains is to turn the wheel and the jira panel freezes. If I open a new panel and enter the jira link, it also gets stuck loading. It will only help to delete cookies or restart the browser.

Jiří Michálka

Thanks for the advice.
In terms of hardware, I think we still have reserves on the jira server.
It happens on the company network, but also with users at home across all projects. It's not even, for example, that a dashboard or a specific ticket would do it. Our jira server and access via the web interface are publicly open, there is no need to be on a VPN or in the company network.
But it's random in different steps.
If you are from the Czech Republic and would be able to help us, I would be happy to contact you. We have a license from atlasian, but the service fee we have is very high. I have access to the services, server, etc., so if needed we can get in touch and I'd be happy to look into it with you.

David Coster

We are having a very similar experience to that described above and we are using Jira in the cloud. I don't think this ticket should be marked as "solved". I think the problem described above ended up with no solution. Simply a description that it is very hard to debug and clearing cookies and restarting browser is a "solution". In our case, closing all open Jira tabs and logging off and on seems to get it going again. We have just migrated to SSO so I am hoping our issues with Jira becoming unresponsive disappear...

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