Unable to create issue in Jira 7 with IE or Firefox

cwsitservices August 1, 2016

We've recently upgraded to JIRA 7.1.6 and seem to be having a few issues when it comes to raising items when browsing in IE11 or Firefox (45). Upon selecting the 'Create' button, both browsers simply hang on the ajax spinner and do nothing. The current only way of being able to log a new item in JIRA is to use Chrome. 

I've had a quick look about, but unable to find anything specific with this issue. Does anyone happen to have a few ideas? 

Interestingly, if i access directly through the IP within these browsers I am able to create a new ticket fine...which i guess would indicate a proxy issue?

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cwsitservices August 2, 2016

As this appears to be a proxy issue, Atlassian support have been kind enough to provide the following information for us to investigate further:

The next step is to check if the proxy is configured correctly as per our documentation. As i am not sure which proxy are you using, i have provided all 3 configuration pages that might help you get started :

  1. Apache - https://confluence.atlassian.com/display/AdminJIRAServer071/Integrating+JIRA+with+Apache
  2. NginX - https://confluence.atlassian.com/jirakb/integrating-jira-with-nginx-426115340.html
  3. IIS - https://confluence.atlassian.com/adminjiraserver071/integrating-jira-applications-with-iis-802593039.html

 

 

Ma Hao August 23, 2016

Thanks a lot.

Your answer fixed my problem.

 

My problem is same, can not create issue on Firefox and IE.

After checking the reverse-proxy configuration, I found my proxyHost is not corresponding with BaseUrl.

After updating the configuration, all features are working fine.

0 votes
Avril Bower
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August 1, 2016

I've found that IE and Firefox do not play nicely with JIRA at all, sadly we've stopped using them entirely. However, check out the troubleshooting found on this page: https://answers.atlassian.com/questions/31675644 

  1. screen resolution should be 1024 x 768 when browser maximized
  2. Compatibility mode is not supported
  3. Add-ons should be disabled
  4. Bug fix policy

I've also noticed that screen zoom can sometimes cause an issue. Make sure that it's at 100% any more and it may cause an issue (but this was from a few years ago). 

Also, check out the trouble shooting guide: https://confluence.atlassian.com/kb/browser-troubleshooting-guide-330796533.html

Hope this helps!

Avril

cwsitservices August 1, 2016

Morning Avril, 

The previous version of JIRA we didn't experience any issue with IE or Firefox, however since upgrading to 7.1.6 we've been unable to use these browsers; which, considering we're customer facing, is something we need to work. 

Thanks for your suggestions, however neither seem to be the cause of our issues and make no difference if adjusted. We run Oracle VM's for cross browser testing at the moment and have tried in IE9 & IE10 which again don't seem to make a bit of difference. 

I'm sure the issue is with our internal network/proxy causing this issue....Will check the link you have provided to see if it helps us. 

 

Chris

Avril Bower
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August 2, 2016

Best of luck on the proxy issue. I hope you can resolve soon.

Quick question: if you right click on the create button and open it in a new tab does the page still hang?

Thanks, 

Avril 

cwsitservices August 2, 2016

Thanks Avril. I have some further information from Atlassian support which i'll post as an answer shortly in case it will help others. 

With regards to your suggestion, yes that worked fine and will provide a workaround where Chrome isn't an option. (simply add secure/CreateIssue.jspa to URL) 

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Yagnesh Bhat
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August 1, 2016

This does probably look like a proxy issue. What you can check first, is if you are able to access your JIRA instance on the internet first. If there are any issues in accessing outside your company's intranet, then probably your network team can help.

I just found a doc related to proxy settings for JIRA : https://confluence.atlassian.com/jirakb/how-to-configure-an-outbound-http-and-https-proxy-for-jira-applications-247857187.html, not sure if its updated yet, but certainly something to start with.

 

cwsitservices August 1, 2016

Hi Yagnesh, 

When connecting through either the internal network or open access Wifi we are still experiencing the issues with IE and Firefox when creating a new record. 

Thanks for the document link, will take a look through now and see if it helps with our issue. 

0 votes
cwsitservices August 1, 2016

yeah all cache has been cleared and still no joy sad

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Volodymyr Krupach
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August 1, 2016

have you tried to clean browsers' cache?

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