Upgrade issues

[Daniel H Valois]

I am trying to upgrade Confluence in place and the server does not come back online after a "successful" upgrade install on a windows server. I need support from Atlassian but there is no contact number posted and submitting a ticket brings me to "ask the community" button. please assist!

[Chihara]

It may be

• older Confluence is still running
• Tomcat ports are in use
• failed updating database schema

...

Check your Confluence logs (catalina.out and atlassian-confluence.log)

[Chihara]

If your installed Confluence on Windows as Windows Service, Confluence/Tomcat started automatically. As a result, "older" Confluence still runs and some port such like 8090, 8000 are in use.

Check your older Confluence/Tomcat is completely stopped.

Another case, if you upgrade Confluence from 710.x or before version to 7.11 or later version, upgrade may be failed because of DB schema (https://jira.atlassian.com/browse/CONFSERVER-66547)

[Nic Brough -Adaptavist-]

Welcome to the Atlassian Community!

If the support system refers you here, then you are on a free or starter licence, which has no support at all.  (Only Premium and Enterprise customers have access to telephone support)

You are going to have to debug this by working through the logs.  It's impossible to start debugging from "it doesn't work".

What error messages are you getting when you try to visit the new system in a browser, and what do the server logs say the problems are?  (Start with <jira home>/log/atlassian-jira.log and if that's not recording anything, look at <jira install>/logs/catalina.out for the Tmcat log)

[Daniel H Valois]

we pay quite a lot for no support

[Nic Brough -Adaptavist-]

Ok, so why didn't you tell Atlassian that you have a support contract when you raised the request? 

If you want support from them, you'll need to raise a request that tells them the SEN (support entitlement number) associated with your licence.  You can get that from your licence page in your account, or, if you roll back to a working system, the help, system information or licence page in the application.  You can also raise it directly from the "troubleshooting" page, but that won't be of much use if you've rolled back to a working system because it'll only feed them information on the working system.

Whatever you do with support, they are going to ask you to look at the logs, and give them the errors you are seeing in the browser.