Problems with Insight Addon

[IT Team]

Hi

I renewed our Insight Addon an updated to the latest version.

Now i can't enable de addon anymore.

Insight: 8.7.10

Jira: 8.0.2

Atlassian Universal Plugin Manager: 4.0.20

Can you please help me.

THANKS

Markus 

[Charlie Misonne · Accepted solution]

Hi Markus,

Do you remember which Insight version you had previously?

If it was a version prior to 8.4 there were some steps to follow before the update unless you are using Oracle or PostgreSQL: Preparing for Insight Version 8.4

In either case: please check your Jira log files for any relevant errors related to enabling Insight.

[IT Team]

Hi Charlie,

Can't remember the old version.

Here is my log file: Download | file.io

THANKS for your help

[Charlie Misonne]

I don't think that's a complete log file.

Can you try clearing the plugin cache? Sometimes that resolves plugin issues.

1. Stop Jira
2. Remove both directories:
   1. JIRA_HOME/plugins/.bundled-plugins
   2. JIRA_HOME/plugins/.osgi-plugins 
3. Start Jira

If Insight can not be enabled after removing those caches share your log file again.

Can you also tell us which database you are using?

Know that you can always contact support for more in-depth support: https://support.atlassian.com/ Insight is part of the Atlassian family.

[IT Team]

cleared the cache, but same problem.

also contacted the support but nothing happend. Ticket ID: GHS-221467

Database: postgresql

The complete log file: https://file.io/uniLYrFa8WjT

THANKS

[Charlie Misonne]

All I can see is this error and it's nothing I have experience with personally.

2021-05-17 13:08:26,297 ThreadPoolAsyncTaskExecutor::Thread 31 ERROR grusch 788x373x1 o36avx 172.31.255.218,127.0.0.1 /rest/plugins/1.0/com.riadalabs.jira.plugins.insight-key [o.e.g.b.e.i.dependencies.startup.DependencyWaiterApplicationContextExecutor] Unable to create application context for [com.riadalabs.jira.plugins.insight], unsatisfied dependencies: none
org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'automationAnonymizeUserKeyHandler': Lookup method resolution failed; nested exception is java.lang.IllegalStateException: Failed to introspect Class [com.riadalabs.jira.plugins.insight.services.user.anonymize.userkey.AutomationAnonymizeUserKeyHandler] from ClassLoader [com.riadalabs.jira.plugins.insight [184]]

Insight looks for the UserPropertyChangeParameter class in Jira. Which seems related to user anonymization for GDPR. And that class does not exist in your Jira version indeed.

You can see that by changing the version this URL to your version. You will get a page not found errod. in https://docs.atlassian.com/software/jira/docs/api/8.16.1/com/atlassian/jira/user/anonymize/UserPropertyChangeParameter.html

Caused by: java.lang.ClassNotFoundException: com.atlassian.jira.user.anonymize.UserPropertyChangeParameter not found by com.riadalabs.jira.plugins.insight [184]

I suggest you wait for Atlassian Support. They reply within 1-2 days typically. Depending on the priority of your request.
You could also try installing an older version of Insight but I'm unable to tell you which one. And downgrading a plugin is not always a good idea because an upgrade runs database changes.

Be aware that your Jira version 8.0.2 is not supported anymore since 11 FEB 2021. An overview of supported version can be found here: Atlassian Support End of Life Policy.

[IT Team]

THANKS for your help.

Will talk to the jira support.

[Charlie Misonne]

You're welcome! And thanks for accepting the answer.

Let me know what the outcome of the suppor ticket is. I'm curious about the solution.

[IT Team]

Support told me to update my Jira server.

Did that and now its working fine again.

THANKS for your Help @Charlie Misonne 

[Charlie Misonne]

Great! I'm glad it was resolved.