Jira Service Desk web page is not available

[Rita]

Hi team, good day~

Hope you are doing well!

I have installed Jira service desk on my server a few months ago and it is working fine. However, after patching and the server was reboot last weekend, I can not open Jira service desk webpage, it just shows an error page saying the page can not be loaded.

On server, I can start and stop Jira Service Desk without any error, but in logs, there are some error related to database configuration manager, but I am not sure how to fix it.

Could anyone help on this? any ideas? really appreciated.

Best Regards,

Rita

[Rita · Accepted solution]

Hello~~

The issue has been fixed, it is related to port issue. After open port, we can access the web page.

Thanks

[Najjar _Innovura_]

Hi @Rita

Please share logs from Jira home directory to better understand the issue

<jira-home>/logs/atlassian-jira.log

[Rita]

Hi,

Below are the logs from atlassian-jira.log after using start-jira.sh script to start Jira Service Desk.  Could you please help to check the issue? Thanks in advance.

2020-10-13 02:58:09,240-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "jira.webresources:ajs-underscorejs-amd-shim" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use jira.webresources:underscore-1.8.3 instead. (required by "com.atlassian.jira.plugins.jira-editor-plugin:registry")
2020-10-13 02:58:09,240-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "jira.webresources:ajs-backbone-amd-shim" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use jira.webresources:backbone-1.0.0 instead. (required by "com.atlassian.jira.plugins.jira-editor-plugin:registry")
2020-10-13 02:58:09,240-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "jira.webresources:ajs-underscorejs-amd-shim" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use jira.webresources:underscore-1.8.3 instead. (required by "com.atlassian.jira.plugins.jira-editor-plugin:init")
2020-10-13 02:58:09,240-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.plugins.atlassian-plugins-webresource-plugin:web-resource-manager" has been deprecated since 3.1.7 and will be removed in 4.0.0. Use com.atlassian.plugins.atlassian-plugins-webresource-rest:web-resource-manager instead. (required by "com.atlassian.jira.plugins.jira-editor-plugin:controller")
2020-10-13 02:58:09,240-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:aui-experimental-tooltips" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-tooltip instead. (required by "com.atlassian.jira.plugins.jira-editor-plugin:undo-redo-ui")
2020-10-13 02:58:09,240-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "jira.webresources:ajs-underscorejs-amd-shim" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use jira.webresources:underscore-1.8.3 instead. (required by "com.atlassian.jira.plugins.jira-editor-plugin:marionette")
2020-10-13 02:58:09,240-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "jira.webresources:ajs-backbone-amd-shim" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use jira.webresources:backbone-1.0.0 instead. (required by "com.atlassian.jira.plugins.jira-editor-plugin:marionette")
2020-10-13 02:58:09,240-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.plugins.atlassian-plugins-webresource-plugin:web-resource-manager" has been deprecated since 3.1.7 and will be removed in 4.0.0. Use com.atlassian.plugins.atlassian-plugins-webresource-rest:web-resource-manager instead. (required by "com.atlassian.jira.plugins.jira-editor-plugin:element")
2020-10-13 02:58:09,241-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "jira.webresources:ajs-underscorejs-amd-shim" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use jira.webresources:underscore-1.8.3 instead. (required by "com.atlassian.jira.plugins.jira-editor-plugin:schema-builder")
2020-10-13 02:58:09,241-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "jira.webresources:ajs-underscorejs-amd-shim" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use jira.webresources:underscore-1.8.3 instead. (required by "com.atlassian.jira.plugins.jira-editor-plugin:instance")
2020-10-13 02:58:09,241-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "jira.webresources:ajs-underscorejs-amd-shim" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use jira.webresources:underscore-1.8.3 instead. (required by "com.atlassian.jira.plugins.jira-editor-plugin:api")
2020-10-13 02:58:09,241-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:aui-experimental-soy-templates" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:soy instead. (required by "com.atlassian.jira.plugins.jira-editor-plugin:renderer")
2020-10-13 02:58:09,241-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:aui-experimental-soy-templates" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:soy instead. (required by "com.atlassian.jira.plugins.jira-editor-plugin:rte-configuration")
2020-10-13 02:58:09,241-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:aui-experimental-soy-templates-2" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:soy instead. (required by "com.atlassian.jira.plugins.jira-editor-plugin:rteInitElement")
2020-10-13 02:58:09,242-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:ajs-underscorejs" has been deprecated since 8.0.0 and will be removed in 9.0.0. Underscore or an equivalent utility library should be bundled by and internally scoped in individual products or plugins. (required by "com.atlassian.webhooks.atlassian-webhooks-plugin:webhooks-admin-resources")
2020-10-13 02:58:09,242-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:message" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-message instead. (required by "com.atlassian.webhooks.atlassian-webhooks-plugin:webhooks-admin-resources")
2020-10-13 02:58:09,242-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:dialog" has been deprecated since 5.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-dialog2 instead. (required by "com.atlassian.webhooks.atlassian-webhooks-plugin:aui-dialog")
2020-10-13 02:58:09,242-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:aui-experimental-tooltips" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-tooltip instead. (required by "com.atlassian.plugins.issue-status-plugin:issue-status-resources")
2020-10-13 02:58:09,242-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:dropdown" has been deprecated since 5.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-dropdown2 instead. (required by "com.atlassian.gadgets.publisher:ajs-gadgets-lite")
2020-10-13 02:58:09,242-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:ajs-underscorejs" has been deprecated since 8.0.0 and will be removed in 9.0.0. Underscore or an equivalent utility library should be bundled by and internally scoped in individual products or plugins. (required by "com.atlassian.gadgets.publisher:ajs-gadgets-lite")
2020-10-13 02:58:09,243-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "jira.webresources:underscore-1.5.2" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use jira.webresources:underscore-1.8.3 instead. (required by "com.atlassian.jirawallboard.atlassian-wallboard-plugin:wallboard-resources")
2020-10-13 02:58:09,243-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:ajs-backbone" has been deprecated since 8.0.0 and will be removed in 9.0.0. Backbone should be bundled by and internally scoped in individual products or plugins. (required by "com.atlassian.jira.jira-user-profile-plugin:user-details-resources")
2020-10-13 02:58:09,243-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:ajs-backbone" has been deprecated since 8.0.0 and will be removed in 9.0.0. Backbone should be bundled by and internally scoped in individual products or plugins. (required by "com.atlassian.jira.project-templates-plugin:project-templates-plugin-resources")
2020-10-13 02:58:09,243-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:aui-experimental-soy-templates" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:soy instead. (required by "com.atlassian.jira.project-templates-plugin:project-templates-plugin-resources")
2020-10-13 02:58:09,243-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:dialog2" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-dialog2 instead. (required by "com.atlassian.whisper.atlassian-whisper-plugin:atlassian-whisper-hermes")
2020-10-13 02:58:09,243-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:aui-experimental-expander" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-expander instead. (required by "com.atlassian.whisper.atlassian-whisper-plugin:atlassian-whisper-hermes")
2020-10-13 02:58:09,243-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:aui-experimental-spinner" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-spinner instead. (required by "com.atlassian.whisper.atlassian-whisper-plugin:atlassian-whisper-hermes")
2020-10-13 02:58:09,244-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:ajs-underscorejs" has been deprecated since 8.0.0 and will be removed in 9.0.0. Underscore or an equivalent utility library should be bundled by and internally scoped in individual products or plugins. (required by "com.atlassian.jira.jira-mail-plugin:outgoing-mail-page")
2020-10-13 02:58:09,244-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:ajs-underscorejs" has been deprecated since 8.0.0 and will be removed in 9.0.0. Underscore or an equivalent utility library should be bundled by and internally scoped in individual products or plugins. (required by "com.atlassian.jira.plugins.jira-workflow-designer:underscore")
2020-10-13 02:58:09,244-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:ajs-underscorejs" has been deprecated since 8.0.0 and will be removed in 9.0.0. Underscore or an equivalent utility library should be bundled by and internally scoped in individual products or plugins. (required by "com.atlassian.jira.plugins.jira-workflow-designer:backbone.marionette")
2020-10-13 02:58:09,244-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "jira.webresources:jquery-ui" has been deprecated since 8.0.0 and will be removed in 9.0.0. jQuery UI is a painful set of code to pull in and depend upon since it fundamentally relies upon mutating a shared global object and encourages implicit dependencies that are hard to trace. AUI or AtlasKit components should be used instead. (required by "com.atlassian.jira.plugins.jira-workflow-designer:draw2d")
2020-10-13 02:58:09,244-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:inline-dialog" has been deprecated since 5.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-inline-dialog2 instead. (required by "com.atlassian.jira.plugins.jira-workflow-designer:inline-dialog-view")
2020-10-13 02:58:09,244-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.plugins.atlassian-plugins-webresource-plugin:web-resource-manager" has been deprecated since 3.1.7 and will be removed in 4.0.0. Use com.atlassian.plugins.atlassian-plugins-webresource-rest:web-resource-manager instead. (required by "com.atlassian.jira.plugins.jira-workflow-designer:workflow-designer-loader")
2020-10-13 02:58:09,245-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:aui-experimental-expander" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-expander instead. (required by "com.atlassian.jira.plugins.jira-workflow-designer:workflow-designer")
2020-10-13 02:58:09,245-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:aui-experimental-tooltips" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-tooltip instead. (required by "com.atlassian.jira.plugins.jira-workflow-designer:workflow-designer")
2020-10-13 02:58:09,245-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:aui-experimental-iconfont" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-iconography instead. This key was the old way of including the base aui-icon markup pattern along with all of AUI's defined iconography. If you only want the icon markup pattern, you can include "com.atlassian.auiplugin:aui-icon". (required by "com.atlassian.jira.plugins.jira-workflow-designer:workflow-designer")
2020-10-13 02:58:09,245-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:inline-dialog" has been deprecated since 5.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-inline-dialog2 instead. (required by "com.atlassian.jira.plugins.jira-workflow-designer:workflow-designer")
2020-10-13 02:58:09,245-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:aui-experimental-soy-templates" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:soy instead. (required by "com.atlassian.gadgets.dashboard:client-side-soy-templates")
2020-10-13 02:58:09,245-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.plugins.atlassian-plugins-webresource-plugin:web-resource-manager" has been deprecated since 3.1.7 and will be removed in 4.0.0. Use com.atlassian.plugins.atlassian-plugins-webresource-rest:web-resource-manager instead. (required by "com.atlassian.gadgets.dashboard:dashboard")
2020-10-13 02:58:09,245-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:ajs-backbone" has been deprecated since 8.0.0 and will be removed in 9.0.0. Backbone should be bundled by and internally scoped in individual products or plugins. (required by "com.atlassian.gadgets.dashboard:dashboard")
2020-10-13 02:58:09,245-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:dialog2" has been deprecated since 8.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-dialog2 instead. (required by "com.atlassian.gadgets.dashboard:dashboard")
2020-10-13 02:58:09,245-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:dropdown" has been deprecated since 5.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-dropdown2 instead. (required by "com.atlassian.gadgets.dashboard:dashboard")
2020-10-13 02:58:09,246-0400 http-nio-8080-exec-1 WARN [webresource] [DEPRECATED] "com.atlassian.auiplugin:dialog" has been deprecated since 5.0.0 and will be removed in 9.0.0. Use com.atlassian.auiplugin:aui-dialog2 instead. (required by "com.atlassian.applinks.applinks-oauth-plugin:oauth-auth")
2020-10-13 02:58:10,238-0400 HealthCheck:thread-3 ERROR [c.a.t.j.healthcheck.support.GadgetFeedUrlHealthCheck] An error occurred when performing the Gadget feed URL healthcheck
java.net.SocketTimeoutException: Read timed out
at java.net.SocketInputStream.socketRead0(Native Method)
at java.net.SocketInputStream.socketRead(SocketInputStream.java:116)
at java.net.SocketInputStream.read(SocketInputStream.java:171)
at java.net.SocketInputStream.read(SocketInputStream.java:141)
at org.apache.http.impl.io.SessionInputBufferImpl.streamRead(SessionInputBufferImpl.java:137)
at org.apache.http.impl.io.SessionInputBufferImpl.fillBuffer(SessionInputBufferImpl.java:153)
at org.apache.http.impl.io.SessionInputBufferImpl.readLine(SessionInputBufferImpl.java:280)
at org.apache.http.impl.conn.DefaultHttpResponseParser.parseHead(DefaultHttpResponseParser.java:138)
at org.apache.http.impl.conn.DefaultHttpResponseParser.parseHead(DefaultHttpResponseParser.java:56)
at org.apache.http.impl.io.AbstractMessageParser.parse(AbstractMessageParser.java:259)
at org.apache.http.impl.DefaultBHttpClientConnection.receiveResponseHeader(DefaultBHttpClientConnection.java:163)
at org.apache.http.impl.conn.CPoolProxy.receiveResponseHeader(CPoolProxy.java:157)
at org.apache.http.protocol.HttpRequestExecutor.doReceiveResponse(HttpRequestExecutor.java:273)
at org.apache.http.protocol.HttpRequestExecutor.execute(HttpRequestExecutor.java:125)
at org.apache.http.impl.execchain.MainClientExec.execute(MainClientExec.java:272)
at org.apache.http.impl.execchain.ProtocolExec.execute(ProtocolExec.java:186)
at org.apache.http.impl.execchain.RetryExec.execute(RetryExec.java:89)
at org.apache.http.impl.execchain.RedirectExec.execute(RedirectExec.java:110)
at org.apache.http.impl.client.InternalHttpClient.doExecute(InternalHttpClient.java:185)
at org.apache.http.impl.client.CloseableHttpClient.execute(CloseableHttpClient.java:83)
at org.apache.http.impl.client.CloseableHttpClient.execute(CloseableHttpClient.java:108)
at org.apache.http.impl.client.CloseableHttpClient.execute(CloseableHttpClient.java:56)
at com.atlassian.troubleshooting.jira.healthcheck.support.GadgetFeedUrlHealthCheck.check(GadgetFeedUrlHealthCheck.java:56)
at com.atlassian.troubleshooting.healthcheck.impl.PluginSuppliedSupportHealthCheck.check(PluginSuppliedSupportHealthCheck.java:49)
at java.util.concurrent.FutureTask.run(FutureTask.java:266)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
at java.lang.Thread.run(Thread.java:748)
2020-10-13 02:58:10,967-0400 Caesium-1-2 DEBUG [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.troubleshooting.plugin-jira]

[Nic Brough -Adaptavist-]

It sounds like it is not able to start up properly, you'll need to read the logs to see why it is not starting.  You mention database configuration manager which suggests it might not be able to talk to its database.

[Rita]

Hi Nic,

Thanks for your quick response.

Here are the logs from catalina.out, I checked some related posts but I did not find any solutions that work, could you please suggest what I need to check? Thanks in advance.

2020-10-12 04:07:34,715-0400 JIRA-Bootstrap ERROR [c.a.jira.startup.DefaultJiraLauncher] JIRA has failed to start because of the following errors: [(Event: Level = (EventLevel: fatal) , Key = (EventType: startup-unexpected) , Desc = We couldn't start JIRA , Exception = An error occurred while trying to start JIRA. We can't give you any more detail right now, we suggest checking the logs for more detail and contacting our support team.<br/>See our documentation for more information on contacting our support team and creating a support zip.), (Event: Level = (EventLevel: fatal) , Key = (EventType: database) , Desc = Could not execute health check, DatabaseConfigurationManager not available. , Exception = ]
2020-10-12 04:07:34,731-0400 JIRA-Bootstrap INFO [c.a.jira.startup.LauncherContextListener] Memory Usage:
---------------------------------------------------------------------------------
Heap memory : Used: 79 MiB. Committed: 901 MiB. Max: 2011 MiB
Non-heap memory : Used: 74 MiB. Committed: 90 MiB. Max: 1536 MiB
---------------------------------------------------------------------------------
TOTAL : Used: 153 MiB. Committed: 991 MiB. Max: 3547 MiB
---------------------------------------------------------------------------------