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How to fix the error "Unable to access hipchat.com" in Ubuntu 16.04 HipChat4 last version?

Unable to access hipchat.com. Please check that your network is connected and try againScreenshot from 2018-07-20 11-26-33.png

3 answers

1 accepted

0 votes
Answer accepted

Hi there, Ahmad!

My solution is that it was just necessary to update to the latest version of the HipChat4 with "sudo su".
Versions of Hiphat4 - root and version Hipchat4 of my user was different.
After the upgrade version HipChat4 to latest version with root, everything worked.

AhmadDanial Atlassian Team Jul 29, 2018

Hi there, Denis.

Perfect. Thank you for sharing!

0 votes
AhmadDanial Atlassian Team Jul 20, 2018

Hi, Denis.

I just tried to login to my HipChat Cloud on the same version of Ubuntu 16.0.4 and the version of the desktop client is 4.30.4.1672. No issues with that. So, it might be a temporary issue with the client not being able to reach out to hipchat.com.

Can you please try again and verify if it is working for you now?

Hi, Ahmad!

No and now it does't work.
This problem has existed since HipChat was updated to version 4.30.4.1672.

The problem is in the desktop version.

When use the browser, then everything works. But this is inconvenient ...

AhmadDanial Atlassian Team Jul 20, 2018

Hey there, Denis!

Thanks for the confirmation. A quick search on the community shows the following question that was asked before - Why Hipchat desktop version 4.29.4.1662 for debian give error during login ?

Since you mentioned that web client works well, let us tackle the issue with desktop client specifically. Can you give the workarounds a try and let me know if that helps to solve the issue? 

Ahmad sorry, a'm not understand, what do you mean 'give the workaround' - something example TeamViewer ?

  1. Use the web client (https://www.hipchat.com/chat) - - - now use
  2. Use an admin profile to run the HipChat client  - - -  I'm tried with sudo, but didn't help
  3. Apply workaround mentioned in "HipChat4 Debian client doesn't connect":
  • Install version 1.0.x of OpenSSL - i'm installed, but not work.
  • Force Hipchat to use the newly installed version of OpenSSL - I saw this solution earlier and used it, but to no avail.
AhmadDanial Atlassian Team Jul 22, 2018

Hi there, Denis.

Thanks for the confirmation. With that being the case, I would like to dig a little bit deeper on this before we reach out to the support team. Can you please provide me with the following information?

  • The version of openssl that you are running on the machine via the openssl version command
  • Enable logging on the desktop client by referring to the Sending Linux Client Logs to Support KB, reproduce the issue, and send over the snippet here

That will help to shed more light on the issue that we are dealing with here.

Hi there, Ahmad!

  • OpenSSL 1.1.0h  27 Mar 2018
  • HipChatLog.txt
hello 0.238741
--type=zygote
hello 0.590607
[06:26:09][void HipChatApplication::initialize(HipChatApplication::Configuration&):385] "UserAgent: HipChat/4030005.1678 Mozilla/5.0 (X11; Linux x86_64) AppleWebKit/537.36 (KHTML, like Gecko) QtWebEngine/5.7.0 Chrome/49.0.2623.111 Safari/537.36"
[06:26:09][void HipChatApplication::initialize(HipChatApplication::Configuration&):394] datapath "/opt/HipChat4/lib"
[06:26:09][virtual bool OnlineStatus::platformSpecificHasInternetConnectivity():38] org.freedesktop.NetworkManager interface is valid
[06:26:09][void AbstractOnlineStatus::checkOnlineStatus():196] platform online state =  true
[06:26:09][void AbstractOnlineStatus::doSecondaryCheck(bool):205] Do secondary online check
[06:26:09][void AbstractOnlineStatus::doSecondaryCheck(bool):259] onlineStatusUrl is empty
[06:26:09][void AbstractOnlineStatus::handleOnlineStatusResult(bool):171] newOnlineState:  true
[06:26:09][void AbstractOnlineStatus::handleOnlineStatusResult(bool):184] initCheckComplete
[06:26:09][void HipChatApplication::onInitialOnlineCheck(bool):307] HCA isInitOnline:  true
[06:26:09][void HipChatApplication::onInitialOnlineCheck(bool):310] doAuth
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve CRYPTO_num_locks
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve CRYPTO_set_id_callback
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve CRYPTO_set_locking_callback
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve ERR_free_strings
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve EVP_CIPHER_CTX_cleanup
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve EVP_CIPHER_CTX_init
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve sk_new_null
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve sk_push
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve sk_free
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve sk_num
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve sk_pop_free
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve sk_value
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve SSL_library_init
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve SSL_load_error_strings
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve SSL_get_ex_new_index
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve SSLv2_client_method
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve SSLv3_client_method
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve SSLv23_client_method
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve SSLv2_server_method
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve SSLv3_server_method
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve SSLv23_server_method
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve X509_STORE_CTX_get_chain
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve OPENSSL_add_all_algorithms_noconf
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve OPENSSL_add_all_algorithms_conf
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve SSLeay
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot resolve SSLeay_version
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot call unresolved function CRYPTO_num_locks
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot call unresolved function CRYPTO_set_id_callback
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot call unresolved function CRYPTO_set_locking_callback
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot call unresolved function SSL_library_init
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot call unresolved function SSLv23_client_method
Warning: [06:26:09][qt.network.ssl][:0] QSslSocket: cannot call unresolved function sk_num
Warning: [06:26:09][:0]
WARNING: This project is using the experimental QML API extensions for QtWebEngine and is therefore tied to a specific QtWebEngine release.
WARNING: The experimental API will change from version to version, or even be removed. You have been warned!

[06:26:09][qml][onCompleted:7] QML localContentCanAccessRemoteUrls true
[06:26:09][qml][onCompleted:9] QML localStorageEnabled true
[06:26:09][qml][onCompleted:11] QML accessFileUrls true
[06:26:09][void AuthWindow::init():124] Resizing AuthWindow based on calulated initial zoom to  QSize(500, 700)
[06:26:09][void NativeWebWindow::centerWindowOnScreen(QScreen*):153] Centering Window on screen :  QPoint(742,202)
[06:26:09][void AuthWindow::authenticate():182] No previous login detected
[06:26:09][QUrl WebBridge::createLocalURL(QString) const:38] url =  QUrl("file:///opt/HipChat4/share/localweb/modules/service_selector/service_selector.html")
[06:26:09][void AuthWindow::routeToLandingPage(bool):221] routeToLandingPage show
[06:26:09][int main(int, char**):447] RestartNumber= 0
[06:26:09][qml][onUrlChanged:190] onUrlChanged: file:///opt/HipChat4/share/localweb/modules/service_selector/service_selector.html
[06:26:09][virtual void AuthBridge::controlChannelReady():26] AuthBridge Control Channel signaled ready from HJSC
[06:26:09][QString AuthBridge::getLastServerUrl():75] lastServerUrl =  ""
[06:26:09][qml][zoomFactorChange:38] ***QML Zoom factor changed 1
[06:26:11][void AuthBridge::loginType(bool):56] AuthBridge::loginType =  true
[06:26:11][void AuthWindow::onCloudSelected():417] cloud login selected
[06:26:11][void AbstractOnlineStatus::doSecondaryCheck(bool):205] Do secondary online check
[06:26:11][void AbstractOnlineStatus::doSecondaryCheck(bool):218] cloud path
[06:26:11][void AbstractOnlineStatus::doSecondaryCheck(bool):264] onlineStatusUrl check:  "https://api.hipchat.com/v2/health-check"
Warning: [06:26:11][qt.network.ssl][:0] QSslSocket: cannot call unresolved function SSLv23_client_method
Warning: [06:26:11][qt.network.ssl][:0] QSslSocket: cannot call unresolved function SSL_library_init
[06:26:11][void AbstractOnlineStatus::handleReplyFinished(QNetworkReply*):131] errors from onlineStatusCheck found. ErrorStr =  "Error creating SSL context (error:140A90C4:SSL routines:func(169):reason(196))"
[06:26:11][void AbstractOnlineStatus::handleOnlineStatusResult(bool):171] newOnlineState:  false
[06:26:18][virtual bool OnlineStatus::platformSpecificHasInternetConnectivity():38] org.freedesktop.NetworkManager interface is valid
[06:26:18][void AbstractOnlineStatus::checkOnlineStatus():196] platform online state =  true
[06:26:18][void AbstractOnlineStatus::doSecondaryCheck(bool):205] Do secondary online check
[06:26:18][void AbstractOnlineStatus::doSecondaryCheck(bool):259] onlineStatusUrl is empty
[06:26:18][void AbstractOnlineStatus::handleOnlineStatusResult(bool):171] newOnlineState:  true
[06:26:36][void AuthBridge::loginType(bool):56] AuthBridge::loginType =  true
[06:26:36][void AuthWindow::onCloudSelected():417] cloud login selected
[06:26:36][void AbstractOnlineStatus::doSecondaryCheck(bool):205] Do secondary online check
[06:26:36][void AbstractOnlineStatus::doSecondaryCheck(bool):218] cloud path
[06:26:36][void AbstractOnlineStatus::doSecondaryCheck(bool):264] onlineStatusUrl check:  "https://api.hipchat.com/v2/health-check"
Warning: [06:26:36][qt.network.ssl][:0] QSslSocket: cannot call unresolved function SSLv23_client_method
Warning: [06:26:36][qt.network.ssl][:0] QSslSocket: cannot call unresolved function SSL_library_init
[06:26:36][void AbstractOnlineStatus::handleReplyFinished(QNetworkReply*):131] errors from onlineStatusCheck found. ErrorStr =  "Error creating SSL context (error:140A90C4:SSL routines:func(169):reason(196))"
[06:26:36][void AbstractOnlineStatus::handleOnlineStatusResult(bool):171] newOnlineState:  false
Warning: [06:26:39][qt.network.ssl][:0] QSslSocket: cannot call unresolved function CRYPTO_num_locks
Warning: [06:26:39][qt.network.ssl][:0] QSslSocket: cannot call unresolved function CRYPTO_set_id_callback
Warning: [06:26:39][qt.network.ssl][:0] QSslSocket: cannot call unresolved function CRYPTO_set_locking_callback
Warning: [06:26:39][qt.network.ssl][:0] QSslSocket: cannot call unresolved function ERR_free_strings

Thank you, Ahmad!

I solved the problem. The question is closed.

AhmadDanial Atlassian Team Jul 26, 2018

Hi, Denis.

You are welcome! Can I please double confirm on the solution performed on your side to tackle this issue? That will provide more clarity on the steps that needs to be executed should there be any other users who might run into the same problem. Thanks again.

For the record; I had the same issue and resolved it by installing libssl1.0-dev.

AhmadDanial Atlassian Team Sep 30, 2018

Hi, Cedric.

Thanks for sharing! That provides a clear path to users running into the same problem in the future who stumble upon this thread. Much appreciated.

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