Jira Service Desk does not start after installation

[Jens Kisters //SeibertSolutions]

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

[Marcus Silveira]

Hi Jens,

you may be being affected by this bug https://jira.atlassian.com/browse/JSDSERVER-5415.

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

[Eduard M]

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

[Jens Kisters //SeibertSolutions]

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'

[Eduard M]

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-resource, chaperone 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?