BitBucket Server upgrade failed

Question

Please help a newbie!

We have been running 5.5.0 on a Windows server since installing it last fall, and I received the security notification last week from Atlassian which urged upgrading the installation. After reviewing the upgrade options (and knowing that our use of Bitbucket Server is not very complex) I decided that I would try to upgrade to the latest release, 5.8.2.

Everything during the install seemed to go smoothly, but after it was complete I could no longer connect to the web interface. One of the prompts at the commandline indicated this could take up to 3 minutes before working, so I tried to be patient. However, it never came back.

Upon further investigation, I found that the Bitbucket SERVICE in windows no longer existed. I had ElasticSearch, but the primary service was missing.

I tried reinstalling 5.8.2 again with no luck - I tried installing 5.0.8 with no luck - I tried removing all new versions and following some online guides to manually rebuilding the services using the original 5.5.0 - but nothing that I have tried has successfully gotten BitBucket Server up and running again, so all of our repositories have been down since before the weekend.

I still have a backup of my /app data/atlassian directory, and confirmed the "real" one seems to have all the data for my repositories still, but I'm still trying to avoid COMPLETELY uninstalling BBS and trying to start from scratch.

If anyone has any ideas, links, or other suggestions I would greatly appreciate it! At this point I just want *something* to run on this server

Ana Retamal · Answer

Hi @dmchale! For some of our users, we now provide support exclusively via our Community. In your case, I've opened a Support ticket for you as we might need some information regarding your environment, etc... you'll receive an email notification soon. Please follow up with us on that ticket until the resolution of the issue. Once is fixed it would be great if you could share the output with the rest of the members here, it could potentially help someone else :)

Kind regards!

Ana

dmchale · Answer

thanks @Juan Palacios, but the page you linked to keeps telling me "We are no longer accepting support requests through this portal". Also, since we have a starter license for Bitbucket Server I am told that "Atlassian no longer offers personal support for Starter Licenses." when I try to request support on https://support.atlassian.com/contact

What path should I take to make a ticket? Or am I out of luck due to our license? :-/

Juan Palacios · Answer

Hi @dmchale,

I'm sorry to hear about your upgrade problems. Could I ask you to open a support ticket? The team will ask you for more details about your installation (which they can't do in a public forum) and they'll help you work through the issue to get you back up and running.

Regards

Juan