Jira Service Desk does not start after installation Edited

Hello,

on our Jira 7.4.4 the message 

2017-11-21 09:48:27,156 http-nio-8080-exec-22 ERROR anonymous 588x218760x2 - 217.182.92.40,127.0.0.1 / [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(DefaultWebResourceAssembler.java:189)
at com.atlassian.jira.web.action.Dashboard.doExecute(Dashboard.java:187)

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

 

1 answer

0 votes

Hello Jens,

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

https://confluence.atlassian.com/jirakb/service-desk-installed-but-not-enabled-found-dependent-enabled-plugins-for-plugin-800703376.html

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 80.147.223.246,127.0.0.1 /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 80.147.223.246,127.0.0.1 /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 80.147.223.246,127.0.0.1 /rest/plugins/1.0/ [c.a.plugin.loaders.ScanningPluginLoader] Removed plugin 'com.atlassian.servicedesk.application'

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?

Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Thursday in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

674 views 4 15
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot