why log scanner ( Atlassian Support Tools ) not working

I tried to use log scanner within Atlassian Support Tools, but it started 0% then stay at 0% and running forever, confluence 3.5.17 version is used, any ideas? Thanks

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Accepted answer

Just in case anyone has the same problem again, here is the solution from Atlassian, hope it helps:

https://confluence.atlassian.com/display/JIRAKB/Hercules+Log+Scanner+Unable+to+Proceed+Past+Zero

0 votes
Joe Wai Tye Atlassian Team Nov 18, 2012

Hi Sherry,

Could you try cleaning the re-indexing and cleaning the cache and see if the problem persists?

I added proxy host to allow the instance to reach Atlassian servers (which initially I intended to make the plugins searchable) and it fixed the log scanner in our JIRA (v4.3) and confluence (3.5.17).

But now I have a jira test instance (upgraded to 5.1.8) still doesn't work. Any idea? Thanks

It should be the same. Can you check what does the logs say when you attempy a scan? Does the search in Manage Plugins work in the test system?

Thanks, Renjith. Yes, I did the same to the test 5.1.8 and I can manage plugins now, but the scan still doesn't work. I could not find any error in the log.

What does the log scan screen say? Can you post a screeshot?

The screen has stayed at 0% and run forever (I left it running for the whole night).

Thanks for your help.

Probably we need to get into more deeper troubeshooting steps. You need to collect the threaddumps and submit to Atlassian in a support request - https://confluence.atlassian.com/display/JIRA/Generating+a+Thread+Dump

thanks,Renjith. I have raised a support ticket.

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