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Jira Service Desk does not start after installation Edited

Jens Kisters Nov 23, 2017


on our Jira 7.4.4 the message 

2017-11-21 09:48:27,156 http-nio-8080-exec-22 ERROR anonymous 588x218760x2 -, / [o.a.c.c.C.[.[localhost].[/].[action]] Servlet.service() for servlet action threw exception
java.lang.IllegalArgumentException: Root page 'com.atlassian.jira.gadgets:dashboard-page' does not exist!
at com.atlassian.plugin.webresource.assembler.DefaultWebResourceAssembler$2.requirePage(
at com.atlassian.jira.web.action.Dashboard.doExecute(

startet flooding the logs on 21st of Nov.

The full log for the this problem can be found here.

On the 22nd of November we attempted to install the current version of service desk via the applications page.

The installation wouldnt finish.

Sometime between Afternoon of the 22nd and Morning of the 23rd Jira stopped working, showing an error 500 page.


The service was restarted but 3 service desk plugins timed out:

3 plugins failed to load during JIRA startup.

'com.atlassian.servicedesk.frontend-webpack-plugin' - 'Service Desk Frontend Webpack Plugin' failed to load.
Application context initialization for 'com.atlassian.servicedesk.frontend-webpack-plugin' has timed out waiting for (&(objectClass=com.atlassian.servicedesk.internal.api.condition.SDOperationalConditionHelper)(objectClass=com.atlassian.servicedesk.internal.api.condition.SDOperationalConditionHelper))

It has the following missing service dependencies :

The full FAILED PLUGIN REPORT can be seen here

and the full log for the failed startup can be found here.

The failure is logged at this timestamp: 2017-11-23 08:50:49


2 answers

0 votes
Eduard Marghidan Atlassian Team Nov 23, 2017

Hello Jens,

Can you please check if the required plugins are enabled and do so, according to instructions on this page:

Jens Kisters Nov 23, 2017

Hi Eduard, 

thanks for the swift reply!

The Plugins mentioned in the article are not installed at all.

JSD is not installed according to the applications page.

When i retry the installation it fails and refers to the logs,

but there is not much happening in the logs:

2017-11-23 16:00:00,003 Caesium-1-4 ERROR ServiceRunner [d.s.j.databasesync.service.IssueCreator] Invalid license. Synchronization was not run.
2017-11-23 16:45:33,337 UpmAsynchronousTaskManager:thread-3 INFO admin 1004x29002x1 e92vcy, /rest/plugins/1.0/ [c.a.plugin.loaders.ScanningPluginLoader] No plugins found to be installed
2017-11-23 16:45:33,457 UpmAsynchronousTaskManager:thread-3 INFO admin 1004x29002x1 e92vcy, /rest/plugins/1.0/ [c.a.plugin.manager.DefaultPluginManager] Updating plugin 'com.atlassian.servicedesk.application' from version '3.7.0' to version '3.7.0'
2017-11-23 16:45:33,482 UpmAsynchronousTaskManager:thread-3 INFO admin 1004x29002x1 e92vcy, /rest/plugins/1.0/ [c.a.plugin.loaders.ScanningPluginLoader] Removed plugin 'com.atlassian.servicedesk.application'
Eduard Marghidan Atlassian Team Nov 24, 2017

Hi Jens,

Apparently it requires some plugins though:

ServiceDesk Application requires several plugins to load prior to its loading process. Therefore if they fail, ServiceDesk will fail to load as well. 

pocketknife needs to be loaded first and after that client-resourcechaperone and email-processor. This can happen due to disabling plugins on earlier version of JIRA and after upgrade to JIRA 7, it can cause this issue.

Can you update with the req'd plugins and re-install JSD after?

0 votes
Marcus Silveira Atlassian Team Jun 24, 2018

Hi Jens,

you may be being affected by this bug

Please check the workaround there as i'm having problems pasting it here :)

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