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HipChat "Something went wrong error" after upgrade to 2.2.9

Users are unable to login after upgrading to 2.2.9.  Any tips?HipChatError.JPG

Log files here:

https://hipchat.indesign-llc.com/files/diagnostics/hcs-diagnostic-logs-20180523-054124-LSKf9aRRBZqvIwBe.tar.gpg

2 answers

0 votes
AhmadDanial Atlassian Team May 24, 2018

Hi, Sunny.

While there is no issues with the SSL certificate through the openssl check which is a common root cause to this issue, I was unable to download the diagnostics bundle you attached to this ticket. For now, can you please refer to the following sections

Troubleshooting Questions:

  • Which OS are you on and which version of desktop client are you using?
  • Is the same problem reproducible on the web client & mobile client?
  • Do you have any proxy / firewall configured in front of the instance?
  • Since you mentioned that the problem occurred after the upgrade, was there any configuration changes done to the server itself / network that the server is on?
  • Are you able to access the web interface https://<fqdn> from the browser?

Information Gathering:

  1. Enable active logging by running the following command in your server terminal / SSH console:
    sudo dont-blame-hipchat -c "find /var/log -name '*.log' -type f | xargs tail -f -n0" > /tmp/all.log &
  2. Take note of the generated pid. For example, mine is 8282:
    admin@hipchat:~$ sudo dont-blame-hipchat -c "find /var/log -name '*.log' -type f | xargs tail -f -n0" > /tmp/all.log &
    [1] 8282
  3. Execute the action of logging in and getting that error to capture the information we need:
  4. Once done, gain root access:
    admin@hipchat:~$ sudo dont-blame-hipchat
  5. Kill the process:
    root@hipchat:/home/admin# kill -9 8282
  6. Exit the root access:
    root@hipchat:/home/admin# exit
    exit
    [1]+ Killed sudo dont-blame-hipchat -c "find /var/log -name '*.log' -type f | xargs tail -f -n0" > /tmp/all.log
  7. Review the /tmp/all.log for the information that is logged when the problem occurs and share the output here for review. You can remove any sensitive information if you prefer.
I am also facing same issue. I have upgraded to 2.4.0 .
I have added ssl certificate after upgrade and getting Something went Wrong error on UI .
&nbsp;
Please suggest a solution for this.
I am new to Atlassian and still in learning phase, however the instance I am working is on cloud and I aslo don't know where to check for database and error logs.
AhmadDanial Atlassian Team Jun 19, 2018

Hi there.

In this case, may I suggest you to raise a support ticket to the HipChat Server Support team to speed up the troubleshooting process through the Support Portal with the log I suggested above including the following information?

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