Why are Support Tools not working?


Version: 3.10.6 is installed in FishEye/Crucible 4.4.1 on Ubuntu 16 LTS Linux in Amazon Web Services (AWS, EC2).

The FishEye/Crucible owner can list and view the log file:

fisheye@production-scm:~$ ls -l /srv/fisheye/var/log/atlassian-fisheye-2017-09-07.log

-rw-r--r-- 1 fisheye fisheye 1092298 Sep 7 10:28 /srv/fisheye/var/log/atlassian-fisheye-2017-09-07.log

When I try to run the scan I get: "We couldn't run the log analyzer. There was a problem running the log analyzer. You could try again by clicking Scan."

The "Learn More" document, https://confluence.atlassian.com/support/log-scanner-and-scheduled-log-scanner-790796841.html, starts with mentioning Internet connection. This is established because I can manually download https://confluence.atlassian.com/support/files/179443532/792498168/1401/1504769376901/fisheye_regex_v2.xml with wget:

-rw-rw-r-- 1 fisheye fisheye 261814 Sep 7 10:33 fisheye_regex_v2.xml

An HTTP proxy is not set up because not needed. The direct connection to Internet is controlled by Amazon CloudFront. The server's Security Group allows bidirectional access in HTTP (INBOUND restricted to, unrestricted does not work either) and HTTPS.

Could it work to pass the downloaded file to Support Tools if they cannot fetch it? What else could cause that "denial of service?"





1 answer

This widget could not be displayed.

Hi @Peter Dyballa,

Version: 3.10.6 is installed in FishEye/Crucible 4.4.1 

What you said above is confusing. Are you running Fisheye/Crucible 3.10.6 or 4.4.1?

The symptom described does seem to be related to proxy.

There is an existing bug in the Support Tools Plugin (nowadays called Atlassian Troubleshooting and Support Tools Plugin  - ATST) which states that the Log Analyzer fails to run when reverse proxy is configured in FishEye / Crucible.

Can you try the workaround and the fix mentioned in the bug report?

Hopefully this helps!


Hello Felipe!

One Year ago I found that situation with different versions of FishEye/Crucible and its support tools. Reason was that the support tools did not upgrade over Internet (anymore?). This Year I found where up-to-date versions could be accessed and tried to fetch a file with up-to-date support tools and install them manually. Could be they're quite up-to-date now, could be it works to upgrade them over Internet (I don't remember exactly). Since FishEye/Crucible is not allowing logins since a few months (see https://community.atlassian.com/t5/Fisheye-Crucible-questions/FishEye-Crucible-4-5-3-Starter-License-don-t-work-on-Ubuntu-16/qaq-p/816512?utm_source=atlcomm&utm_medium=email&utm_campaign=immediate_general_reply&utm_content=topic) I cannot do anything more.



According to atlassian-fisheye-2018-07-04.log we are using FishEye version 4.5.3 with Atlassian Troubleshooting and Support Tools version 1.8.9.

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Wednesday in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

150 views 2 0
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you