Oops 500 Sorry, we had some technical problems during your last operation.

[Ornaldo]

Hello dears,

Recently we are having issues with our Jira Server. The app is responding very slow, CPU is being consumed by atlassian service ( around 90% -99%). Also the app crashed or it is very slow. The last error we had was during the opening of a ticket: error 500. I have installed monitoring JavaMelody to monitor threads or memory. Please any idea ? 

Technical details

Log's referral number: c48659f7-970e-465b-a2d5-c5d3ce905490

Cause

Referer URL: http://XXXXXXXXX/secure/admin/ViewMemoryInfo!garbageCollection.jspa

com.atlassian.cache.CacheException: com.atlassian.jira.exception.DataAccessException: org.ofbiz.core.entity.GenericDataSourceException: SQL Exception while executing the following:SELECT attribute_name, attribute_value FROM cwd_user_attributes WHERE user_id=? AND directory_id=? (Protocol violation)

com.atlassian.cache.CacheException: com.atlassian.jira.exception.DataAccessException: org.ofbiz.core.entity.GenericDataSourceException: SQL Exception while executing the following:SELECT attribute_name, attribute_value FROM cwd_user_attributes WHERE user_id=? AND directory_id=? (Protocol violation)

        at com.atlassian.cache.memory.DelegatingCache$DelegatingLoadingCache.get(DelegatingCache.java:270)

        at com.atlassian.jira.crowd.embedded.ofbiz.OfBizUserDao.findByNameWithAttributes(OfBizUserDao.java:179)

        at com.atlassian.crowd.directory.AbstractInternalDirectory.authenticate(AbstractInternalDirectory.java:200)

        at com.atlassian.crowd.manager.directory.DirectoryManagerGeneric.authenticateUser(DirectoryManagerGeneric.java:291)

        at com.atlassian.crowd.manager.application.ApplicationServiceGeneric.authenticateUser(ApplicationServiceGeneric.java:141)

XXXXX >is our IP and port

[Moses Thomas · Accepted solution]

@OrnaldoYou should consider increasing your Jira application memory  see article https://confluence.atlassian.com/confkb/how-to-fix-out-of-memory-errors-by-increasing-available-memory-154071.html

best!

[Ornaldo]

Hello,

Thank you for your replay. The version is JIRA v6.3.5. The problem was during the creation/browse of a ticket. We have tried to increase the memory.  Please find below. I do not know if we increased in the right setting. Also in the log when the issue occurred i found: 

2018-07-24 14:45:31,005 http-bio-8081-exec-12 ERROR USER000055 885x10016x6 1qu9xtx XXXXXXX /browse/TJ-22775 [jira.web.component.ModuleWebComponentImpl] An exception occured while rendering the web panel: com.atlassian.jira.jira-view-issue-plugin:attachmentmodule (null)
com.atlassian.jira.exception.DataAccessException: org.ofbiz.core.entity.GenericDataSourceException: SQL Exception while executing the following:SELECT ID, issueid, MIMETYPE, FILENAME, CREATED, FILESIZE, AUTHOR, zip, thumbnailable FROM fileattachment WHERE issueid=? ORDER BY FILENAME ASC, CREATED DESC (Protocol violation)

[Danyal Iqbal · Accepted solution]

which jira version is this?

can you execute the sql directly against the db? The db might be very slow.

SELECT attribute_name, attribute_value FROM cwd_user_attributes WHERE user_id=? AND directory_id=?

When did the issue start? after installing a plugin or a particular change? or was it gradual?

A new plugin might be responsible for this or you have managed to corrupt your database (crowd directory:). The atlassian support team should be able to help you in the latter case.

--This exception is probably a follow-up exception i.e not the cause of your slow instance. It is caused by a blocked thread waiting for the cache to be filled.

-Parse the logs for java.lang.NullPointerException

-Parse the logs for OOM exceptions. Increase memory if applicable

-Restart the instance after disabling plugins

-Run a full reindex (not the background reindex)

- Contact atlassian support

[Ornaldo]

Hello,

Thank you for your replay. The version is JIRA v6.3.5. The problem was during the creation/browse of a ticket. We have tried to increase the memory.  Please find below. I do not know if we increased in the right setting. Also in the log when the issue occurred i found: 

2018-07-24 14:45:31,005 http-bio-8081-exec-12 ERROR "USER" 885x10016x6 1qu9xtx XXXXXXXX /browse/TJ-22775 [jira.web.component.ModuleWebComponentImpl] An exception occured while rendering the web panel: com.atlassian.jira.jira-view-issue-plugin:attachmentmodule (null)
com.atlassian.jira.exception.DataAccessException: org.ofbiz.core.entity.GenericDataSourceException: SQL Exception while executing the following:SELECT ID, issueid, MIMETYPE, FILENAME, CREATED, FILESIZE, AUTHOR, zip, thumbnailable FROM fileattachment WHERE issueid=? ORDER BY FILENAME ASC, CREATED DESC (Protocol violation)

[Danyal Iqbal]

v6.3.5 is too old to exclude multiple known jira bugs. You need to upgrade to a supported release first.

Which database do you have? oracle by any chance? which version of oracle driver are you using- check the supported platform page for v 6.3.5? was the driver updated recently? you might have encountered a known oracle bug- (protocol violation)-https://confluence.atlassian.com/jirakb/unable-to-start-jira-due-to-protocol-violation-640352705.html.

Check the memory settings from the front end> systeminfo>memory to make sure that your new memory settings have taken effect.

[Ornaldo]

hmmm i know about the version. Regarding the db: yes, we use oracle db

The oracle driver if i'm not mistaken can be found in: C:\Program Files\Atlassian\JIRA\lib ?

We have ojdbc6-11.2.0.2.0.jar. I have checked from the front end> systeminfo>memory and the memory is like below:

[Danyal Iqbal]

Memory usage looks good.

Did you try the resolution suggested in the link ?

[Ornaldo]

I will update the odbc driver and i will check. Thnx. I need only to replace the .jar file with the new one or i need olso to change some config in dbconfig ?

[Ornaldo]

Hello, till now we have just increase the JVM. No problems :) 

[Ornaldo]

Hello, till now we have just increase the JVM. No problems :) 

[Harry Love]

I DO NOT KNOW HOW TO DO THIS .