Jira service desk customer portal loading endlessly

[markus pichler]

Hello community,

we had a problem with our service. It is currently not possible to create a ticket in our service desk (customer portal). As soon as I want to create a ticket, the website loads and nothing happens. I couldn't find any Error messages in the logs.

Screenshot:

If I execute a function in the right menü, the loading screen appears (endlessly)...

Versions:

• Jira 8.13.1
• Jira service desk 4.13.1

Log:

The following Java Script Error could be found in the console of Google Chrome Web Developer: 

Uncaught (in promise) Error: No aui/flag
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i https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1081
promise callback*controller https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1542
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route https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:820
loadUrl https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:826
any https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:531
loadUrl https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:826
loadUrl https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1180
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c https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:85
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k https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:1394
dispatch https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:85
handle https://xxx.xxx.com/s/81483fdcf2c5f2e46057735a3d68b506-T/3c6pmw/813001/809564c5e9f0b5da239745147b98026b/9f364e666ff84c4675c67783f112afb6/_/download/contextbatch/js/jira.webresources:almond,customerportal,com.atlassian.analytics.analytics-client:js-events/batch.js?locale=en-US:85
batch.js:10:983

 Has anyone an idea?

Thanks

Markus

[Dirk Ronsmans]

Hey @markus pichler ,

Couple of quesitons:

• is this in all browsers or just IE11?
• Do you also use Scriptrunner on your instance? There used to be a bug caused by Scriptrunner 6.2.x (i believe) that caused the create page to break due to the behaviours implementation (https://productsupport.adaptavist.com/browse/SRJIRA-4796 

i can see another error in your log 

Uncaught (in promise) Error: No aui/flag

so it might help to know what addons you use. Also disabling them and trying without addons is a good test to see if they cause it (and which one)