After updating HipChat, error message when trying to join a room

After updating from from 1.2 > 1.3.7, I receive the following error message whenever I try to join a room.

"Error: Unable to start session

We were unable to start a chat session for you at this time. Please wait a minute and try again."



1 answer

1 vote
David Maye Atlassian Team Dec 29, 2015

Hi Alec,

It's hard to say why this is happening off the bat, but there were several enhancements and upgrades that happened after v1.2 that could be the culprit. A few things I would try first:

  1. Log into the console and run sudo reboot. This will reboot HipChat Server. Wait 5 minutes after it's back up to try and log in.
  2. If number 1 doesn't fix it, please try and run the upgrade again. Starting with v1.3.7 you can retry the upgrade by running hipchat upgrade -f . This will reinstall all of the downloaded packages. Then after it's complete, wait 5 minutes before logging in.
  3. If you've tried the two above and still have an issue, please file a ticket at and include a copy of your logs. You can tar up the entire log folder using this command: sudo /bin/dont-blame-hipchat -c "tar -czf hc-logs.tar.gz /var/log"

Hope this helps!

HipChat Server Support Engineer | Atlassian


Suggest an answer

Log in or Join to answer
Community showcase
Maarten Cautreels
Published Oct 07, 2017 in Hipchat

Bringing Structure to your HipChat Instance

...have mention name FirstnameLastname. Fe.: @MaartenCautreels This certainly helps to know who is being mentioned in a conversation. Imagine your colleague sends the following message...

456 views 1 4
Read article

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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot