I keep getting an error that prevents me from accessing tasks/issues and editing them

An error occurredHide…(2)

Please try refreshing the page, or contact your administrator / Atlassian Support if the problem continues.

Details

Environment

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_10_5) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/61.0.3163.100 Safari/537.36

Stack trace

1 answer

0 vote

These kinds of "Exception: Uncaught TypeError:" javascript exceptions have a number of different possible causes when it comes to Jira not working as expected.   Sometimes the details in the exception can help us to understand what might be the exact cause here.  In your case, I have only been able to find a single support case with this same error message and it was not clear if or how this was resolved in that other case.

Typically these kinds of errors can be caused by:

  • User-installed plugins
  • Script in the instance (announcement banner or issue fields)
  • Environmental configuration (Proxy/SSL)

In order for us to troubleshoot this further, could you please try to answer the following:

  1. When did it start happening? Did it ever work fine before?
  2. What changes were made prior to the problem?
  3. Is it reproducible in all browsers (IE, Chrome, Firefox) using normal and incognito browsing mode?
  4. Is it affecting all users or some users?
  5. Could you enable JIRA Safe Mode, to see if the same problem is still occurring? JIRA Safe mode will temporarily disable all user-installed plugins. Hence, you might want to schedule it during a maintenance window. This test will help us rule out if any of installed plugin causes this problem.  If this problem is only happening on a Jira Software board, then I would recommend leaving the Jira Software/Jira Agile plugin enabled so that you can continue to try to test this.
  6. Is it reproducible on the instance after removing the announcement banner?
  7. Please run the following SQL queries in your database and provide me with the result, preferably in table format (excel or csv)
    select * from fieldconfigscheme where description like '%<script%' OR description like '%<SCRIPT%';
    select * from customfield where description like '%<script%' OR description like '%<SCRIPT%'; 
    select * from customfield where description like '039avascript%' OR description like '%html%' OR description like '%css%';
    select * from fieldconfiguration where description like '039avascript%' OR description like '%html%' OR description like '%css%';
    

Try these steps first and let me know the results.  It might necessary for us to create a separate support ticket and gather a support zip from your environment in order to try to learn more about this kind of problem.

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