Jira Service (software) not restarting automatically after server restarts for weekly restart

[ORT JIRA ADMIN]

Hi, does anyone know how to fix Jira Service to restart automatically when we restart our server for our weekly patch/update restart (once a week)? For some reason, when we have our servers restart automatically, the Jira Service is not automatically restarting after the reboot - any ideas? Please advise.

[Earl McCutcheon]

Hello @ORT JIRA ADMIN ,

I read through the thread, and with everything that you have noted and the things that @Dirk Ronsmans already mentioned, I am leaning towards an Antivirus tool is the most likely the culprit here,  and it is attempting to scan the temporary directories Jira creates during Jira startup operation and in effect is locking out Jira from accessing the needed files during the startup.

Check out the following knowledge base guide that includes the details on what to check for antivirus conflicts, but the KB also includes a few other items to check for possible conflict points:

• Troubleshoot a Jira Server startup failed error 

Regards,
Earl

[ORT JIRA ADMIN]

Hi Earl, thanks for the response; we are looking into that article for every proposed solution; I had a question regarding the section of the article of AV being the culprit as the issue/resolution:

Does JIRA Service need the other two services (JIRA INSTALLATION DIRECTORY and JIRA HOME DIRECTORY ) to be started first? If that's the case, would adding them as a dependency fix the problem?

[Dirk Ronsmans]

Hi @ORT JIRA ADMIN ,

Those aren't services they are the folders on disk where the files of the application and the configuration are.

So those folders need to be available and not locked (by an antivirus or something else) for Jira to be able to start properly

[ORT JIRA ADMIN]

Hi Dirk/Earl, just following up on this case, how can I locate the specific location of the Jira Installation Directory and the Jira Home Directory as mentioned previously? The closest I am able to find is as follows:

We also upgraded our RAM since we noticed that our server was at its max so we thought that might have resolved the issue, but after we rebooted it again after upgrading the RAM, we still noticed that Jira did not start properly.

Please advise and let me know your thoughts on this

[Dirk Ronsmans]

Hi @ORT JIRA ADMIN ,

Is this a Windows or Linux machine?

For windows you should just be able to run the JIRA application as a Service and set that to start Automatic (preferably with delayed start)

[ORT JIRA ADMIN]

Hi Dirk, it is a Windows and yes I confirmed from our end that it is indeed setup as Automatic Delayed Start; any other idea as to why it is not working after a restart?

[Dirk Ronsmans]

hmm, does the service not start at all or does it go in to ‘running’ but then fails so you have to restart it ?

if the service start but it doesn’t start completely we would need to look in the logs why it is failing to start. 
You should have the atlassian-jira.log and that should give you/us a clue..

[ORT JIRA ADMIN]

Thanks Dirk, we will look into that - i presume that we would look into Event Viewer logs to access and view the atlassian-jira.log? Or would it be located somewhere else?

[Dirk Ronsmans]

Event viewer might give you some information if the system fails to lock the folder or something else windows related. 

the log I’m talking about would be in your jira home folder. 
by default that is in your c:\program files\Atlasssian\ and then you need to look for the log folder. 

[ORT JIRA ADMIN]

HI Dirk, it looks like per the logs, I was able to find out that the Startup check failed and I believe it locks our Jira Service and then begins to fail to load until we manually restart it again. If you see below in the pics, you can see when we have our servers auto restart at 2:53am it fails but then we manually restarted them at 11:29AM today - any idea on how to fix this approach as to why it locks out?

[Dirk Ronsmans]

Well yes and no, it actually locks your JIRA because the startup check failed. 
Do you maybe have more details higher in the log file?

I wonder if you restart the server, do you shutdown JIRA cleanly first or just kill the machine dragging JIRA down with it. (So maybe it wasn’t closed cleanly and now fails because of it) If you could get the log from just before the restart up to that error I hope something is in there. 

If not, opening a ticket with Atlassian might be a good call (with the support.zip) so the engineer can dive deeper in the logs. 

[ORT JIRA ADMIN]

Here is a few more screenshots, I hope they help? How can I open a ticket with Atlassian Engineer?

I believe we just kill the machine dragging Jira with it since we run an automatic task scheduler at a time frame early in the AM.

[Dirk Ronsmans]

Hi @ORT JIRA ADMIN ,

The new screenshot only confirm that something is breaking at startup causing the service to abort.

Without full access to the log(s) it's tricky to troubleshoot so I'll have to forward you to Atlassian.

You can create a support ticket at https://support.atlassian.com/contact

There you can enter you SEN-number (which can be found in JIRA under licenses and versions) and they will most likely request a support.zip (which bundles all the needed logs in a neat package)

https://confluence.atlassian.com/support/create-a-support-zip-790796819.html

With that information they should be able to quickly pinpoint why it is failing to start.

If you can link back the information when they discover what is wrong I'd be very curious to know what is going on.