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Jira Service Desk is licensed but not currently installed

Kamardin Sergey

After update to 3.13.2 - Jira Service Desk is licensed but not currently installed

Accepted answers

Andy Heinzer

We frequently see this message when users utilize either the Jira Core or the Jira Software installation package to do an upgrade. These don't natively contain the updated service desk installer.

If you used the Jira Service Desk installation file for this version, and you still see this error, it tends to indicate that Service Desk could not start up as expected.

I would recommend trying these steps:

Stop Jira
It's possible you have old plugin versions that could cause problems with loading this Jira Software plugin on start up. Navigate to $JIRAHOME/plugins/installed-plugins/ and move all the files in this directory to a temp folder outside the JIRAHOME directory
It's possible there are other system plugins that could have been disabled on a database level, you can clear these with a command in SQL like this:
```
truncate table pluginstate;
```
Start Jira
Return to the Cog Icon -> Applications -> Versions and licenses. From this page you can then attempt to install the latest service desk with the "Try Service Desk" button.

If this works, then you can use the UPM in Jira to reinstall/update all the previous plugins you need with Jira. By using the UPM's Find add-ons feature, you can be more certain that you won't install an incompatible plugin for Jira here.

If you follow these steps and Service Desk is still not installed/working, I would like to take a closer look at your $JIRAHOME/log/atlassian-jira.log file from this time to better understand why that plugin/add-on might not be loading up in Jira on startup.

Also, what version did you upgrade from?

All comments

Andy Heinzer

We frequently see this message when users utilize either the Jira Core or the Jira Software installation package to do an upgrade. These don't natively contain the updated service desk installer.

If you used the Jira Service Desk installation file for this version, and you still see this error, it tends to indicate that Service Desk could not start up as expected.

I would recommend trying these steps:

Stop Jira
It's possible you have old plugin versions that could cause problems with loading this Jira Software plugin on start up. Navigate to $JIRAHOME/plugins/installed-plugins/ and move all the files in this directory to a temp folder outside the JIRAHOME directory
It's possible there are other system plugins that could have been disabled on a database level, you can clear these with a command in SQL like this:
```
truncate table pluginstate;
```
Start Jira
Return to the Cog Icon -> Applications -> Versions and licenses. From this page you can then attempt to install the latest service desk with the "Try Service Desk" button.

Also, what version did you upgrade from?

Kamardin Sergey

Thanks for Your assistance!

Before update :

atlassian-jira-core-7.8.1-x64.bin
atlassian-servicedesk-3.11.1-x64.bin

After update:

atlassian-jira-core-7.10.2-x64.bin
atlassian-servicedesk-3.13.2-x64.bin

At first we run atlassian-jira-core-7.10.2-x64.bin, than atlassian-servicedesk-3.13.2-x64.bin

Kamardin Sergey

Jira Service Desk is working.

We work with any issuers.

It seems that only status report error.

Kamardin Sergey

What log do You need?

[]# pwd
/opt/atlassian/jira/logs
[]# ls
access_log.2018-06-29
access_log.2018-06-30
atlassian-jira-gc-2018-06-29_21-51-33.log.0.current
atlassian-jira-gc-2018-06-29_21-53-12.log.0.current
atlassian-jira-gc-2018-06-29_22-10-40.log.0.current
atlassian-jira-gc-2018-06-30_11-29-37.log.0.current
catalina.2018-06-29.log
catalina.2018-06-30.log
catalina.out

Kamardin Sergey

We have done

truncate table pluginstate;

Problem solved.

Kamardin Sergey

JIRA Core requires license.

Does it really need license?

Hamza Siddique

where Can I run the above SQL Command is there any interface for it ?

truncate table pluginstate;

Andy Heinzer

Jira does not provide any interface for you to run that kind of SQL command. This is something your database admin would be able to handle. If you don't have someone in that role, then it depends on your database type. For example, if you're using postgres, then you could use a utility like pgadmin to run this kind of command. MySQL has the mysql work bench, and Microsoft has the SQL Server Management Studio. Those are all gui interfaces for database management.

Hamza Siddique

I have all admin accesses also. but I dont know where the JIRA database is ? Its not in MS SQl Server.