After Bitbucket upgrade to 5.6.1 Log analyzer failed with error: Error creating support zip

Polina I'm New Here Dec 19, 2017

I performed upgrade from Atlassian Bitbucket v4.12.0 to v5.6.1.

I noticed that menu "Support tools" changed to  

"Troubleshooting and support tools".

When I tried to run Log analyzer, I got:

Error creating support zip

We couldn't run the log analyzer. The log analyzer needs to download content from to work. Check you have a working internet connection to this site, and click Scan to try again.


I run "Create support zip" separate and it succeeded.

There are any errors in atlassian-bitbucket.log

Atlassian Troubleshooting and Support Tools plugin version - 1.6.1 

1 answer

0 vote

Hi Polina

Thank you for the good question.

Current version of ATST 1.6.1 does not cache the log scanner files so that the log scanner cannot work without connection to

Please check this KB Log Scanner and Scheduled Log Scanner (check Troubleshooting section) to find how to troubleshoot this issue.


Let me know if you face any difficulties with the troubleshooting.

Polina I'm New Here Dec 21, 2017

Hi Anton, 

Thank you for helping. The Troubleshooting section is talking about access  to some URLs. I checked CURL command to and it was work fine.

[root@stash02 ~]# curl 
<pageName>Removing a user from a group in the internal directory fails</pageName>
<regex>No user named &apos;.*&apos; was found</regex>

Please advise

Hi Polina

As is working over HTTPS, can you clarify please if you're using any custom truststore or forward web-proxy with your instance?

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