Cannot Install Jira Service Desk

[Julian Verela Taja]

It's impossible to install the Jira Service Desk.

This is our Applications screen: (That has a JIRA SERVICE DESK settings that seems as it was already installed... but clearly is not!)

When pressing the "Install" on the "Jira Service Desk is licensed but not currently installed.", we get the: "An unexpected error occurred. Refer to the logs for more information."

(Where are this logs? I tried to find them on the server but couldn't)

With the "Upload Application" option (.obr file), we get: "An unexpected error occurred. Refer to the logs for more information." (logs again...)

With the "Upload Application" option (.bin file), we get: "Could not install the file atlassian-servicedesk-3.11.1-x64.bin. Check that the file is valid."

So, maybe we thought it was an issue of the Jira Core not being installed, again pressing the install, going to the donwload page, downloading and using the "Upload" give us: "Could not install the file atlassian-jira-core-7.8.2-x64.bin. Check that the file is valid."

I'm completely lost on what else I can do. We need Service Desk Working and we already bought the license...

Thanks in advance!

[Sloan N_ B_]

Hi Julian,

regarding logs: Important directories and files

• Usually you find the logs under <Jira-home directory>\log\
• Jira-home directory

• C:\jira\home (on Windows) or
  /var/jira-home (on Linux or Solaris)

The correct installation is either via download button in the Applications section or uploading obr file.
The bin-file is only for a fresh install on linux and won't work with uploading as you concluded already.

Jira core btw is installed! There is only an update available, this is not needed for installing JSD.

I think a look in the logs is essential here for troubleshooting. :)

Cheers
Niklas

[Julian Verela Taja]

Thanks for the super fast answer... In the log folder there are many files...

• atlassian-greenhopper.log
• atlassian-jira.log.2
• atlassian-jira-security.log
• automation-jira-performance.csv
• atlassian-jira.log
• atlassian-jira.log.3
• atlassian-jira-slow-queries.log
• atlassian-jira.log.1
• atlassian-jira.log.4
• atlassian-servicedesk.log
  
  

Tell me which file is the correct log required and I will paste the logs here!

[Sloan N_ B_]

You are welcome :)

atlassian-jira.log is the one we are looking for. It is the newest Jira Application logfile.

[Julian Verela Taja]

2018-04-04 06:00:09,639 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,639 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,640 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,640 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,640 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,640 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,657 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,657 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,685 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,685 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,686 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,686 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,686 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,686 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,686 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,686 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,686 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,686 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,687 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,687 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,687 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,687 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,687 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,687 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,687 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,687 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,688 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,688 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,688 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,688 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,688 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,688 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,688 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,688 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,689 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,689 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,689 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,689 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,691 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,691 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,697 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,697 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:09,698 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShuttingDown: true
2018-04-04 06:00:09,698 localhost-startStop-2 INFO [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis: 0, jiraIsShuttingDown: true
2018-04-04 06:00:10,184 Gemini Blueprint context shutdown thread2 INFO julian 450x620x4 1j7iu74 213.34.172.138 /rest/plugins/1.0/ [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShu$
2018-04-04 06:00:10,185 Gemini Blueprint context shutdown thread2 INFO julian 450x620x4 1j7iu74 213.34.172.138 /rest/plugins/1.0/ [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis$
2018-04-04 06:00:10,191 Gemini Blueprint context shutdown thread2 INFO julian 450x620x4 1j7iu74 213.34.172.138 /rest/plugins/1.0/ [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShu$
2018-04-04 06:00:10,191 Gemini Blueprint context shutdown thread2 INFO julian 450x620x4 1j7iu74 213.34.172.138 /rest/plugins/1.0/ [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis$
2018-04-04 06:00:10,191 Gemini Blueprint context shutdown thread2 INFO julian 450x620x4 1j7iu74 213.34.172.138 /rest/plugins/1.0/ [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShu$
2018-04-04 06:00:10,191 Gemini Blueprint context shutdown thread2 INFO julian 450x620x4 1j7iu74 213.34.172.138 /rest/plugins/1.0/ [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis$
2018-04-04 06:00:10,191 Gemini Blueprint context shutdown thread2 INFO julian 450x620x4 1j7iu74 213.34.172.138 /rest/plugins/1.0/ [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShu$
2018-04-04 06:00:10,191 Gemini Blueprint context shutdown thread2 INFO julian 450x620x4 1j7iu74 213.34.172.138 /rest/plugins/1.0/ [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis$
2018-04-04 06:00:10,192 Gemini Blueprint context shutdown thread2 INFO julian 450x620x4 1j7iu74 213.34.172.138 /rest/plugins/1.0/ [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShu$
2018-04-04 06:00:10,192 Gemini Blueprint context shutdown thread2 INFO julian 450x620x4 1j7iu74 213.34.172.138 /rest/plugins/1.0/ [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis$
2018-04-04 06:00:10,258 Gemini Blueprint context shutdown thread2 INFO julian 450x620x4 1j7iu74 213.34.172.138 /rest/plugins/1.0/ [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShu$
2018-04-04 06:00:10,258 Gemini Blueprint context shutdown thread2 INFO julian 450x620x4 1j7iu74 213.34.172.138 /rest/plugins/1.0/ [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis$
2018-04-04 06:00:10,258 Gemini Blueprint context shutdown thread2 INFO julian 450x620x4 1j7iu74 213.34.172.138 /rest/plugins/1.0/ [c.a.jira.plugin.JiraCacheResetter] Start resetting caches triggered by: onPluginModuleDisabled, jiraIsShu$
2018-04-04 06:00:10,258 Gemini Blueprint context shutdown thread2 INFO julian 450x620x4 1j7iu74 213.34.172.138 /rest/plugins/1.0/ [c.a.jira.plugin.JiraCacheResetter] Done resetting caches triggered by: onPluginModuleDisabled, timeMillis$

 Something like this?

[Julian Verela Taja]

:)

[Sloan N_ B_]

Best recreate your problem, write down the time and look for the newest entries during the noted time.

Look for "error" or "fatal".

Additionally in the Administration under Support Tools you can find the log scanner. It scans the log entries and compares them to existing Knowledge Base articles.

I think posting the whole log won't help much for the Community.

Cheers
Niklas

[Julian Verela Taja]

I will recreate, filter and then edit this answer with the correct logs, sorry I didn't check the ones before, clearly they didn't had any information.