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


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