Jira Software suddenly stoped working

Hello,

In order to evaluate Jira Software we bought the Starter Licenses.  I notice that the application stop working and i'm the only one using the application until now. Is it a normal behaviour or should i do some configuration?

Thank you in advance for your help.

 

1 answer

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Gaston Valente Community Champion Jul 27, 2017

Are you using Cloud or Server?

In server if you use a trial license the application will work after the trial expires but you can't create new tickets

In cloud, if you provide the payment method the application should keep working, if not atlassian will inform you several times until the deactivate your instance

 

We are using Server and we bought 10 users licences to be able to test the application. 

Gaston Valente Community Champion Jul 27, 2017

The service is up & running?

Can you post the last lines of the logfile?

Also, can you give us an idea of what "stop working" means?  Can't log in?  Can't create new data?  A blan screen or error message when you visit the url?

When we access the Software, i'm getting the error "Application not accessible".

please find below an extract of the log:

java.net.UnknownHostException: marketplace.atlassian.com: Temporary failure in name resolution
at java.net.Inet6AddressImpl.lookupAllHostAddr(Native Method)
at java.net.InetAddress$2.lookupAllHostAddr(InetAddress.java:928)
at java.net.InetAddress.getAddressesFromNameService(InetAddress.java:1323)
at java.net.InetAddress.getAllByName0(InetAddress.java:1276)
at java.net.InetAddress.getAllByName(InetAddress.java:1192)
at java.net.InetAddress.getAllByName(InetAddress.java:1126)
at org.apache.http.impl.conn.SystemDefaultDnsResolver.resolve(SystemDefaultDnsResolver.java:45)
at org.apache.http.impl.conn.DefaultHttpClientConnectionOperator.connect(DefaultHttpClientConnectionOperator.java:111)
at org.apache.http.impl.conn.PoolingHttpClientConnectionManager.connect(PoolingHttpClientConnectionManager.java:353)
at org.apache.http.impl.execchain.MainClientExec.establishRoute(MainClientExec.java:380)
at org.apache.http.impl.execchain.MainClientExec.execute(MainClientExec.java:236)
at org.apache.http.impl.execchain.ProtocolExec.execute(ProtocolExec.java:184)
at org.apache.http.impl.execchain.RetryExec.execute(RetryExec.java:88)
at org.apache.http.impl.execchain.RedirectExec.execute(RedirectExec.java:110)
at org.apache.http.impl.client.InternalHttpClient.doExecute(InternalHttpClient.java:184)
at org.apache.http.impl.client.CloseableHttpClient.execute(CloseableHttpClient.java:82)
at org.apache.http.impl.client.CloseableHttpClient.execute(CloseableHttpClient.java:107)
at org.apache.http.impl.client.CloseableHttpClient.execute(CloseableHttpClient.java:55)
at com.atlassian.jira.plugins.healthcheck.util.SupportEolCheckUtil.fetchAndProcessVersions(SupportEolCheckUtil.java:65)
at com.atlassian.jira.plugins.healthcheck.support.EolSupportHealthCheck.doCheck(EolSupportHealthCheck.java:79)
at com.atlassian.jira.plugins.healthcheck.support.AbstractSupportHealthCheck.check(AbstractSupportHealthCheck.java:23)
at com.atlassian.support.healthcheck.impl.PluginSuppliedSupportHealthCheck.check(PluginSuppliedSupportHealthCheck.java:41)
at com.atlassian.support.healthcheck.thread.HealthCheckCallable.call(HealthCheckCallable.java:32)
at com.atlassian.support.healthcheck.thread.HealthCheckCallable.call(HealthCheckCallable.java:15)
at java.util.concurrent.FutureTask.run(FutureTask.java:266)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
at java.lang.Thread.run(Thread.java:745)
2017-07-25 11:17:26,713 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DbCachingRemoteDirectory] INCREMENTAL synchronisation for directory [ 10000 ] starting
2017-07-25 11:17:26,713 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DbCachingRemoteDirectory] Attempting INCREMENTAL synchronisation for directory [ 10000 ]
2017-07-25 11:17:26,741 Caesium-1-1 INFO ServiceRunner [c.a.c.d.ldap.cache.UsnChangedCacheRefresher] scanned and compared [ 0 ] users to delete, [ 0 ] users to add, [ 5 ] users to update in DB cache in [ 25ms ]
2017-07-25 11:17:26,741 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DbCachingRemoteChangeOperations] deleting [ 0 ] users
2017-07-25 11:17:26,742 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DbCachingRemoteChangeOperations] deleted [ 0 ] users in [ 1ms ]
2017-07-25 11:17:26,748 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DbCachingRemoteChangeOperations] scanning [ 5 ] users to add or update
2017-07-25 11:17:26,748 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DirectoryCacheImplUsingChangeOperations] scanned and compared [ 5 ] users for update in DB cache in [ 6ms ]
2017-07-25 11:17:26,748 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DirectoryCacheImplUsingChangeOperations] synchronised [ 5 ] users in [ 6ms ]
2017-07-25 11:17:26,756 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DbCachingRemoteChangeOperations] scanning [ 0 ] users to add or update
2017-07-25 11:17:26,756 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DirectoryCacheImplUsingChangeOperations] scanned and compared [ 0 ] users for update in DB cache in [ 8ms ]
2017-07-25 11:17:26,756 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DirectoryCacheImplUsingChangeOperations] synchronised [ 0 ] users in [ 8ms ]
2017-07-25 11:17:26,760 Caesium-1-1 INFO ServiceRunner [c.a.c.d.ldap.cache.UsnChangedCacheRefresher] found [ 0 ] changed remote groups in [ 4ms ]
2017-07-25 11:17:26,760 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DirectoryCacheImplUsingChangeOperations] scanning [ 0 ] groups to add or update
2017-07-25 11:17:26,761 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DbCachingRemoteChangeOperations] scanned and compared [ 0 ] groups for update in DB cache in [ 1ms ]
2017-07-25 11:17:26,761 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DirectoryCacheImplUsingChangeOperations] synchronized [ 0 ] groups in [ 1ms ]
2017-07-25 11:17:26,763 Caesium-1-1 INFO ServiceRunner [c.a.c.d.ldap.cache.UsnChangedCacheRefresher] scanned and compared [ 0 ] groups for delete in DB cache in [ 0ms ]
2017-07-25 11:17:26,763 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DbCachingRemoteChangeOperations] removing [ 0 ] groups
2017-07-25 11:17:26,763 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DbCachingRemoteChangeOperations] removed [ 0 ] groups successfully in [ 0ms ]
2017-07-25 11:17:26,763 Caesium-1-1 INFO ServiceRunner [c.a.crowd.directory.DbCachingRemoteDirectory] INCREMENTAL synchronisation complete for directory [ 10000 ] in [ 50ms ]
2017-07-25 11:17:42,271 Caesium-1-4 INFO ServiceRunner [c.a.j.p.h.service.ping.RefreshConnectionStatusJobHandler] Running RefreshConnectionStatusJobHandler...
2017-07-25 11:17:55,145 Caesium-1-2 INFO ServiceRunner [c.a.j.p.h.service.connect.InstallGlancesJobHandler] Running InstallGlancesJobHandler...
2017-07-25 11:17:55,145 Caesium-1-2 INFO ServiceRunner [c.a.j.p.h.service.connect.InstallGlancesJobHandler] There is no link to HipChat, no need to install glances.
2017-07-25 11:18:23,032 SupportHealthCheckThread-5 WARN ServiceRunner [c.a.j.p.healthcheck.util.SupportEolCheckUtil] Not able to retrieve the JIRA version information from MPAC
2017-07-25 11:18:23,032 SupportHealthCheckThread-5 ERROR ServiceRunner [c.a.j.p.healthcheck.support.EolSupportHealthCheck] An error occurred when performing the EOL check, see the exceptions for more info
java.net.UnknownHostException: marketplace.atlassian.com: Temporary failure in name resolution
at java.net.Inet6AddressImpl.lookupAllHostAddr(Native Method)
at java.net.InetAddress$2.lookupAllHostAddr(InetAddress.java:928)
at java.net.InetAddress.getAddressesFromNameService(InetAddress.java:1323)
at java.net.InetAddress.getAllByName0(InetAddress.java:1276)
at java.net.InetAddress.getAllByName(InetAddress.java:1192)
at java.net.InetAddress.getAllByName(InetAddress.java:1126)
at org.apache.http.impl.conn.SystemDefaultDnsResolver.resolve(SystemDefaultDnsResolver.java:45)
at org.apache.http.impl.conn.DefaultHttpClientConnectionOperator.connect(DefaultHttpClientConnectionOperator.java:111)
at org.apache.http.impl.conn.PoolingHttpClientConnectionManager.connect(PoolingHttpClientConnectionManager.java:353)
at org.apache.http.impl.execchain.MainClientExec.establishRoute(MainClientExec.java:380)
at org.apache.http.impl.execchain.MainClientExec.execute(MainClientExec.java:236)
at org.apache.http.impl.execchain.ProtocolExec.execute(ProtocolExec.java:184)
at org.apache.http.impl.execchain.RetryExec.execute(RetryExec.java:88)
at org.apache.http.impl.execchain.RedirectExec.execute(RedirectExec.java:110)
at org.apache.http.impl.client.InternalHttpClient.doExecute(InternalHttpClient.java:184)
at org.apache.http.impl.client.CloseableHttpClient.execute(CloseableHttpClient.java:82)
at org.apache.http.impl.client.CloseableHttpClient.execute(CloseableHttpClient.java:107)
at org.apache.http.impl.client.CloseableHttpClient.execute(CloseableHttpClient.java:55)
at com.atlassian.jira.plugins.healthcheck.util.SupportEolCheckUtil.fetchAndProcessVersions(SupportEolCheckUtil.java:65)
at com.atlassian.jira.plugins.healthcheck.support.EolSupportHealthCheck.doCheck(EolSupportHealthCheck.java:79)
at com.atlassian.jira.plugins.healthcheck.support.AbstractSupportHealthCheck.check(AbstractSupportHealthCheck.java:23)
at com.atlassian.support.healthcheck.impl.PluginSuppliedSupportHealthCheck.check(PluginSuppliedSupportHealthCheck.java:41)
at com.atlassian.support.healthcheck.thread.HealthCheckCallable.call(HealthCheckCallable.java:32)
at com.atlassian.support.healthcheck.thread.HealthCheckCallable.call(HealthCheckCallable.java:15)
at java.util.concurrent.FutureTask.run(FutureTask.java:266)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
at java.lang.Thread.run(Thread.java:745)
2017-07-25 11:20:00,119 Caesium-1-2 INFO anonymous Backup Service [c.a.j.bc.dataimport.DefaultExportService] Data export completed in 116ms. Wrote 6262 entities to export in memory.
2017-07-25 11:20:00,119 Caesium-1-2 INFO anonymous Backup Service [c.a.j.bc.dataimport.DefaultExportService] Attempting to save the Active Objects Backup
2017-07-25 11:20:00,650 Caesium-1-2 INFO anonymous Backup Service [c.a.j.bc.dataimport.DefaultExportService] Finished saving the Active Objects Backup

When we access the Software, i'm getting the error "Application not accessible".

please find below an extract of the log:

java.net.UnknownHostException: marketplace.atlassian.com: Temporary failure in name resolution
at java.net.Inet6AddressImpl.lookupAllHostAddr(Native Method)
at java.net.InetAddress$2.lookupAllHostAddr(InetAddress.java:928)
at java.net.InetAddress.getAddressesFromNameService(InetAddress.java:1323)
at java.net.InetAddress.getAllByName0(InetAddress.java:1276)
at java.net.InetAddress.getAllByName(InetAddress.java:1192)
at java.net.InetAddress.getAllByName(InetAddress.java:1126)
at org.apache.http.impl.conn.SystemDefaultDnsResolver.resolve(SystemDefaultDnsResolver.java:45)
at org.apache.http.impl.conn.DefaultHttpClientConnectionOperator.connect(DefaultHttpClientConnectionOperator.java:111)
at org.apache.http.impl.conn.PoolingHttpClientConnectionManager.connect(PoolingHttpClientConnectionManager.java:353)
at org.apache.http.impl.execchain.MainClientExec.establishRoute(MainClientExec.java:380)
at org.apache.http.impl.execchain.MainClientExec.execute(MainClientExec.java:236)
at org.apache.http.impl.execchain.ProtocolExec.execute(ProtocolExec.java:184)
at org.apache.http.impl.execchain.RetryExec.execute(RetryExec.java:88)
at org.apache.http.impl.execchain.RedirectExec.execute(RedirectExec.java:110)
at org.apache.http.impl.client.InternalHttpClient.doExecute(InternalHttpClient.java:184)
at org.apache.http.impl.client.CloseableHttpClient.execute(CloseableHttpClient.java:82)
at org.apache.http.impl.client.CloseableHttpClient.execute(CloseableHttpClient.java:107)
at org.apache.http.impl.client.CloseableHttpClient.execute(CloseableHttpClient.java:55)
at com.atlassian.jira.plugins.healthcheck.util.SupportEolCheckUtil.fetchAndProcessVersions(SupportEolCheckUtil.java:65)

I'm afraid "Application not accessible" does not mean a lot - what is the context?  What's the rest of the error?  Where does it happen ("when we access the application" tells us nothing about what you're doing) - login?  Visting before login?  After login?  When you try to use certain functions?

"java.net.UnknownHostException: marketplace.atlassian.com: Temporary failure in name resolution"

That just means it can't reach the marketplace on your network.  You have a lot of other warnings and errors in your logs - what do they say?

The Jira tomcat server is down. 

I didn't work on Jira for the few last weeks, so when i tried to login again  found the application down

The both Bitbucket and Jira are installed on the same machine.

The Bitbucket still working but Jira is down.

Please advise

 

Your log will tell you why the server is not running.  With the one exception that if you performed a hard kill on the process, it can't log that.

My advice remains the same.  Read your log for the actual error that caused it to stop.

Gaston Valente Community Champion Jul 27, 2017

Try the following:

  1. Make sure tomcat is not running
  2. Remove jira lock file in the data directory
  3. Clean the log folder in the app and data directories
  4. Start the service
  5. Upload the log file generated after starting tomcat

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