It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Log in problem

After the update my macOS to 10.14 beta 7 I can't log in with my account in HipChat.(maybe it not related exactly to macOS 10.14 beta) 

Does anyone have a similar problem?

When I tap to connect my account it displays an activity indicator and after some time "we timed out while loading HipChat".

Here is info from a log file:

2018-08-15 22:08:04:795+0200 [******_*******] [AccountContext] Current state updated: authenticating
2018-08-15 22:08:04:795+0200 [******_*******] [Auth] Refreshing account...
2018-08-15 22:08:04:795+0200 [******_*******] [Auth] Refreshing access token...
2018-08-15 22:08:04:796+0200 [******_*******] [AccountView] onAuthenticating() called
2018-08-15 22:08:04:796+0200 [******_*******] [AccountView] Destroying chat view controller
2018-08-15 22:08:04:801+0200 [******_*******] [Auth] Issuing access token request to with body:
[AnyHashable("grant_type"): "refresh_token", AnyHashable("user_id"): *******, AnyHashable("client_version"): "", AnyHashable("refresh_token"): "******...", AnyHashable("client_name"): "com.atlassian.hipchat.osx-clients", AnyHashable("group_id"): ******]
2018-08-15 22:08:05:230+0200 [******_*******] [Auth] Access token acquired:
[AnyHashable("group_name"): ******, AnyHashable("token_type"): bearer, AnyHashable("refresh_token"): "*****...", AnyHashable("access_token"): "*****...", AnyHashable("group_id"): *****, AnyHashable("scope"): admin_room manage_rooms send_message send_notification view_group view_messages view_room, AnyHashable("expires_in"): 3599]
2018-08-15 22:08:05:252+0200 [******_*******] [AccountContext] Current state updated: authenticated
2018-08-15 22:08:05:252+0200 [******_*******] [AccountView] onAuthenticated() called
2018-08-15 22:08:05:252+0200 [******_*******] [AccountView] Destroying chat view controller
2018-08-15 22:08:05:252+0200 [******_*******] [AccountView] Creating chat view controller
2018-08-15 22:08:05:254+0200 [SystemState] Starting idle monitor - idle seconds: 300.000000
2018-08-15 22:08:05:254+0200 [******_*******] [AccountContext] Current state updated: loading
2018-08-15 22:08:05:484+0200 [******_*******] Generated chat html from template in 0.224s
2018-08-15 22:08:05:518+0200 [******_*******] [AccountView] onLoading() called
2018-08-15 22:08:07:153+0200 [******_*******] [Web] Web Core log since 10:08:06 PM (3 messages)
2018-08-15 22:08:06:279+0200 [******_*******] [WebCore] Configuring local logger JS error reporting
2018-08-15 22:08:06:280+0200 [******_*******] [WebCore] Configuring Sentry JS error reporting for cloud host
2018-08-15 22:08:06:298+0200 [******_*******] [WebCore] HC instance ready
2018-08-15 22:10:05:516+0200 [******_*******] [AccountContext] Current state updated: error
2018-08-15 22:10:05:516+0200 [******_*******] [AccountView] onError() called
2018-08-15 22:10:05:516+0200 [******_*******] [AccountView] Received error: loadingTimeout
2018-08-15 22:10:05:520+0200 [******_*******] [AccountView] Destroying chat view controller

I've tried "Mac desktop app: Clearing preferences" but it without result.

1 answer

1 accepted

0 votes
Answer accepted
AhmadDanial Atlassian Team Aug 15, 2018

Hi, Andrii.

While the issue has been identified as per the link below, we have yet to determine the actual root cause to the issue so far as well as the solution to this issue (check out the comment by Sang Le Thanh):

I encourage you to visit the bug page linked above and click the Watch link near the top right to show support for the feature. By doing this, it will ensure you are proactively informed of progress and updates going forward.

Feedbacks are also appreciated. You can do this by leaving a comment on the ticket as this helps us prioritize the bug better. 

For now, please confirm that you can utilize the web client to avoid any interruptions to your communication process. Thanks.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Hipchat

Hipchat Cloud and Stride have reached End of Life (updated)

All good things come to an end - thanks to all our customers and partners who have been along the Hipchat and Stride journey with us.  As of Feb 15th 2019, Hipchat Cloud and Stride have reached ...

35,208 views 9 8
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you