Hipchat 1:1 chats disappears from the left panel

[Elena Oleksenko]

Hello!

Some of users in our organization is affected by a weird issue: sometimes when they launch HipChat they see an empty left panel: no open chats, no open rooms, though they did not closed these chats and rooms. Seems like all open chats simply disappeared.

What can cause this and can we prevent such situations?

We use HipChat server, version 2.2.9. Situation is the same for all HipChat clients for these users.

[David Maye]

Hi Elena,

Autojoin lists (the left panel that stores rooms and users) are stored in the persistent Redis cache inside the HipChat Server and are only wiped when users are deactivated (by a directory sync) or by manually being cleared.

If you're seeing this behavior, it may be indicative of an internal problem with the HipChat Server.

I'd suggest that the admin of the HipChat Server double check the /var/log/hipchat/atlassian-crowd.log for any mass deactivations recently first and reach out to getsupport.atlassian.com with a full set of diagnostics logs (use hipchat diagnostics -b in the command line to generate a full set) if they are seeing odd behavior in this log.

Hope this helps.

Cheers,
-David
HipChat Server/Data Center Support Engineer | Atlassian