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Gadget Common Error 500

Hello All,

I am securing Jira Service Desk with a self signed certificate utilizing apache reverse proxy. everything appears to be working as expected with the exception of a gadget.common.error.500 error that I am getting and I'm not certain as to how I go about fixing it. 

I came across this article https://community.atlassian.com/t5/Jira-Software-questions/gadget-common-error-500/qaq-p/1007783 but based on my lack of knowledge around linux and atlassian apps coupled with the fact that I dont have any keystore files I am uncertain as to what to do to fix this....

can someone here help?

1 answer

0 votes
Daniel Wong Community Leader Jan 11, 2021

Hey Shannon,

If you don't really have time to research and troubleshoot proxy/SSL problems then I would suggest ignoring this problem as it can be caused by a number of issues and it's a minor display problem.

However, if you are interested in getting down to the problem and fixing it, here's a few articles that could point you in the right direction:

Hopefully it's as simple as a misconfigured http connector. Otherwise feel free to post a reply if you get stuck and we'll try to help.

Hi Dan,

I have the time to address the issue, my problem is a lack of knowledge of the product to appropriately interpret what I'm reading. I've checked the apache and proxy settings and everything appears to be configured correctly. 

here is a copy of my server.xml file for review, would you mind looking this over to confirm that there arent any misconfigurations as it applies to http/https?

Thank you,

Shannon

 

<?xml version="1.0" encoding="utf-8"?>
<!--
Licensed to the Apache Software Foundation (ASF) under one or more
contributor license agreements. See the NOTICE file distributed with
this work for additional information regarding copyright ownership.
The ASF licenses this file to You under the Apache License, Version 2.0
(the "License"); you may not use this file except in compliance with
the License. You may obtain a copy of the License at

http://www.apache.org/licenses/LICENSE-2.0

Unless required by applicable law or agreed to in writing, software
distributed under the License is distributed on an "AS IS" BASIS,
WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
See the License for the specific language governing permissions and
limitations under the License.
-->
<Server port="8005" shutdown="SHUTDOWN">
<Listener className="org.apache.catalina.startup.VersionLoggerListener"/>
<Listener className="org.apache.catalina.core.AprLifecycleListener" SSLEngine="on"/>
<Listener className="org.apache.catalina.core.JreMemoryLeakPreventionListener"/>
<Listener className="org.apache.catalina.mbeans.GlobalResourcesLifecycleListener"/>
<Listener className="org.apache.catalina.core.ThreadLocalLeakPreventionListener"/>

<Service name="Catalina">
<!--
==============================================================================================================
DEFAULT - Direct connector with no proxy for unproxied access to Jira.

If using a http/https proxy, comment out this connector.
==============================================================================================================
-->

<!-- Relaxing chars because of JRASERVER-67974 -->
<!--
<Connector port="8080" relaxedPathChars="[]|" relaxedQueryChars="[]|{}^&#x5c;&#x60;&quot;&lt;&gt;"
maxThreads="150" minSpareThreads="25" connectionTimeout="20000" enableLookups="false"
maxHttpHeaderSize="8192" protocol="HTTP/1.1" useBodyEncodingForURI="true" redirectPort="8443"
acceptCount="100" disableUploadTimeout="true" bindOnInit="false"/>
-->
<!--
==============================================================================================================
HTTP - Proxying Jira via Apache or Nginx over HTTP

If you're proxying traffic to Jira over HTTP, uncomment the below connector and comment out the others.
Ensure the proxyName and proxyPort are updated with the appropriate information if necessary as per the docs.

See the following for more information:

Apache - https://confluence.atlassian.com/x/4xQLM
nginx - https://confluence.atlassian.com/x/DAFmGQ
==============================================================================================================
-->

<!--
<Connector port="8080" relaxedPathChars="[]|" relaxedQueryChars="[]|{}^&#x5c;&#x60;&quot;&lt;&gt;"
maxThreads="150" minSpareThreads="25" connectionTimeout="20000" enableLookups="false"
maxHttpHeaderSize="8192" protocol="HTTP/1.1" useBodyEncodingForURI="true" redirectPort="8443"
acceptCount="100" disableUploadTimeout="true" bindOnInit="false" scheme="http"
proxyName="wfdservicedesk.goodrich.root.local" proxyPort="80"/>

-->
<!--
==============================================================================================================
HTTPS - Proxying Jira via Apache or Nginx over HTTPS

If you're proxying traffic to Jira over HTTPS, uncomment the below connector and comment out the others.
Ensure the proxyName and proxyPort are updated with the appropriate information if necessary as per the docs.

See the following for more information:

Apache - https://confluence.atlassian.com/x/PTT3MQ
nginx - https://confluence.atlassian.com/x/DAFmGQ
==============================================================================================================
-->


<Connector port="8080" relaxedPathChars="[]|" relaxedQueryChars="[]|{}^&#x5c;&#x60;&quot;&lt;&gt;"
maxThreads="150" minSpareThreads="25" connectionTimeout="20000" enableLookups="false"
maxHttpHeaderSize="8192" protocol="HTTP/1.1" useBodyEncodingForURI="true" redirectPort="8443"
acceptCount="100" disableUploadTimeout="true" bindOnInit="false" secure="true" scheme="https"
proxyName="wfddevsd01-d.goodrich.root.local" proxyPort="443"/>

-->
<!--
==============================================================================================================
AJP - Proxying Jira via Apache over HTTP or HTTPS

If you're proxying traffic to Jira using the AJP protocol, uncomment the following connector line
See the following for more information:

Apache - https://confluence.atlassian.com/x/QiJ9MQ
==============================================================================================================
-->

<!--
<Connector port="8009" URIEncoding="UTF-8" enableLookups="false" protocol="AJP/1.3"/>
-->

<Engine name="Catalina" defaultHost="localhost">
<Host name="localhost" appBase="webapps" unpackWARs="true" autoDeploy="true">

<Context path="" docBase="${catalina.home}/atlassian-jira" reloadable="false" useHttpOnly="true">
<Resource name="UserTransaction" auth="Container" type="javax.transaction.UserTransaction"
factory="org.objectweb.jotm.UserTransactionFactory" jotm.timeout="60"/>
<Manager pathname=""/>
<JarScanner scanManifest="false"/>
<Valve className="org.apache.catalina.valves.StuckThreadDetectionValve" threshold="120" />
</Context>

</Host>
<Valve className="org.apache.catalina.valves.AccessLogValve"
pattern="%a %{jira.request.id}r %{jira.request.username}r %t &quot;%m %U%q %H&quot; %s %b %D &quot;%{Referer}i&quot; &quot;%{User-Agent}i&quot; &quot;%{jira.request.assession.id}r&quot;"/>
</Engine>
</Service>
</Server>

Daniel Wong Community Leader Jan 12, 2021

This probably isn't the cause but you have an extra "-->" at the end of your connector (after proxyPort="443"/>). Might want to remove it as it's not needed.

Other than that your server.xml settings look correct. Is your base URL matching with your server.xml? Based on your server.xml, your base URL should be https://wfddevsd01-d.goodrich.root.local

It seems that you're running Jira locally, so it could be a DNS problem as well, do you access Jira using the base URL above?

Can you also check your atlassian-jira.log file to see if there are any errors when loading the gadget?

Some articles to see if any errors match up with your log file:

Good Morning Dan,

I am not seeing anything in the logs that would indicate any of the issues outlined in the articles you provided (but thank you). In fact I'm not seeing any files named atlassian-jira.log (only atlassian-jira.log followed by a date, either way I'm not seeing anything that speaks to this issue. 

In the first article it makes mention of the certificate path,  with that let me ask a question and provide you with some context the name https://wfddevsd01-d.goodrich.root.local is only used in a test  / (sandbox) build of the server as such the certificate being used references the production name  as the common name (https://wfddevsd01.goodrich.root.local) and the name https://wfddevsd01-d.goodrich.root.local is only used as a subject alternative name, could this be causing the issues I'm seeing? if the common name of the certificate were in fact https://wfddevsd01-d.goodrich.root.local would this not be an issue? 

either way would it be at all possible for you and i to get on a call and work through some of this together? I can open a ticket and we could sift through this.

Thank you,

Shannon

Daniel Wong Community Leader Jan 13, 2021

The similar sounding URLs was a bit confusing to read :D

Yes it's possible having the 01-d in the certificate will fix the problem. Give that a go.

I don't actually work for Atlassian but I agree opening a support ticket with them is probably the best next step for them to help you further troubleshoot.

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