An add-on getting java.net.UnknownHostException while interacting with Jira Cloud

Question

Hello community,

During recent days our customers are frequently getting java.net.UnknownHostException while the cloud add-on tries to communicate with theirs Cloud instances via Jira Cloud REST API.

Could you please help us to understand - whether that error related with some temporary issues on DNS server ?

unknown · Answer

Hi Branden,

The add-on name is Exalate and I'm a member of the Exalate dev team.

Regarding your questions:

* Is this still happening? - Yes
* When did it last occur? - A couple of times yesterday evening
* What is the name of the add-on? - Exalate
* What is a URL of one of the Cloud instances? - https://aggregator.atlassian.net
* Is the add-on trying to communicate through a firewall? - Nope. We don't use a firewall.

The case is that some of our customers were frequently experiencing UnknownHostException especially during last few days (3-4 times per a day).

And we need to understand whether there is a temporary issue with a DNS server which is resolving Jira Cloud domain names or something else ?

Thanks for your response.

Regards, Serhii

somethingblue · Answer

Hi Serhii,

* Is this still happening?
* When did it last occur?
* What is the name of the add-on?
* What is a URL of one of the Cloud instances?
* Is the add-on trying to communicate through a firewall?

There are a couple causes for a java.net.UnknownHostException exception:

* The DNS server is incorrectly specified in the Operating System's configuration.
* The DNS server is correctly specified in the Operating System's configuration, but the DNS server itself is misconfigured
* The hostname that JIRA is attempting to resolve is incorrect
* There is some other network error causing the JIRA instance to be unable to reach the DNS server

The issue you were seeing sounds like it could have been related to a DNS issue especially if it was temporary and the users are no longer experiencing the issue.

Let me know and we'll go from there.

Cheers,

Branden