Jira Service Desk evaluation license not recognized by AWS quickstart installation

[Paul Lewis]

After plugging in the key value into the "Your License Key" field and pressing next, and after waiting for the spinner to finish and getting my hopes up, a Red box appears stating "Unknown error occurred" "An unknown error occurred, please contact support".

Since I'm using an AWS quickstart for the first time I didn't know if the Jira system was considered installed or not installed, so I've generaged both key types and both result in the same error message.

[I just reviewed the AWS QuickStart PDF and see that the AWS Quick Start is for Jira Service Desk Data Center.  I suspect this is the problem as I was requesting a evaluation license for Server not Data Center.] [I created Data Center license keys for both installed and not installed and both ended in error...no help] :-(

Any guidance to what I'm doing wrong would be appreciated!

<<unable to post any replies so I'm adding a portion of the log file below>>

 …

    ___ Plugin System Started _________________     2017-11-22 22:42:02,492 localhost-startStop-1 INFO      [c.a.jira.scheduler.JiraSchedulerLauncher] JIRA Scheduler not started: JIRA not setup yet. 2017-11-22 22:42:02,521 localhost-startStop-1 INFO      [c.a.jira.startup.LauncherContextListener] Memory Usage:     ---------------------------------------------------------------------------------       Heap memory     :  Used:  473 MiB.  Committed:  635 MiB.  Max:  744 MiB       Non-heap memory :  Used:  253 MiB.  Committed:  276 MiB.  Max: 1264 MiB     ---------------------------------------------------------------------------------       TOTAL           :  Used:  726 MiB.  Committed:  911 MiB.  Max: 2008 MiB     --------------------------------------------------------------------------------- 2017-11-22 22:42:04,309 Modification Check:thread-1 INFO      [c.a.jira.startup.JiraStartupLogger]         ___ Modifications ___________________________              Modified Files                                : jira-application.properties          Removed Files                                 : None     2017-11-22 22:43:40,770 hipchat-plugin-tasks-executor-0 DEBUG      [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.plugins.base-hipchat-integration-plugin-api] 2017-11-23 03:51:08,348 http-nio-8080-exec-10 DEBUG   -   [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.whisper.atlassian-whisper-plugin] 2017-11-23 07:55:12,761 ClusterMessageHandlerServiceThread:thread-1 ERROR      [c.a.jira.cluster.OfBizMessageHandlerService] There was a problem handling a cluster message com.atlassian.jira.exception.DataAccessException: org.ofbiz.core.entity.GenericDataSourceException: SQL Exception while executing the following:SELECT NODE_ID, NODE_STATE, TIMESTAMP, IP, CACHE_LISTENER_PORT, NODE_BUILD_NUMBER, NODE_VERSION FROM public.clusternode (FATAL: terminating connection due to administrator command)  at com.atlassian.jira.ofbiz.DefaultOfBizDelegator.findByCondition(DefaultOfBizDelegator.java:156)  at com.atlassian.jira.ofbiz.WrappingOfBizDelegator.findByCondition(WrappingOfBizDelegator.java:235)  at com.atlassian.jira.cluster.OfBizClusterNodeStore.findNodes(OfBizClusterNodeStore.java:98)  at com.atlassian.jira.cluster.OfBizClusterNodeStore.getAllNodes(OfBizClusterNodeStore.java:93)  at com.atlassian.jira.cluster.DefaultClusterNodes.all(DefaultClusterNodes.java:56)  at com.atlassian.jira.cluster.OfBizMessageHandlerService.receiveMessages(OfBizMessageHandlerService.java:96)  at com.atlassian.jira.cluster.OfBizMessageHandlerService.handleReceivedMessages(OfBizMessageHandlerService.java:125)  at com.atlassian.jira.cluster.OfBizMessageHandlerService.access$000(OfBizMessageHandlerService.java:32)  at com.atlassian.jira.cluster.OfBizMessageHandlerService$1.run(OfBizMessageHandlerService.java:54)  at java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:511)  at java.util.concurrent.FutureTask.runAndReset(FutureTask.java:308)  at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.access$301(ScheduledThreadPoolExecutor.java:180)  at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.run(ScheduledThreadPoolExecutor.java:294)  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) Caused by: org.ofbiz.core.entity.GenericDataSourceException: SQL Exception while executing the following:SELECT NODE_ID, NODE_STATE, TIMESTAMP, IP, CACHE_LISTENER_PORT, NODE_BUILD_NUMBER, NODE_VERSION FROM public.clusternode (FATAL: terminating connection due to administrator command)  at org.ofbiz.core.entity.jdbc.SQLProcessor.executeQuery(SQLProcessor.java:533)  at org.ofbiz.core.entity.GenericDAO.createEntityListIterator(GenericDAO.java:877)  at org.ofbiz.core.entity.GenericDAO.selectListIteratorByCondition(GenericDAO.java:857)  at org.ofbiz.core.entity.GenericDAO.selectByCondition(GenericDAO.java:795)  at org.ofbiz.core.entity.GenericDAO.selectByCondition(GenericDAO.java:775)  at org.ofbiz.core.entity.GenericDelegator.findByCondition(GenericDelegator.java:1091)  at com.atlassian.jira.ofbiz.DefaultOfBizDelegator.findByCondition(DefaultOfBizDelegator.java:154)  ... 15 more Caused by: org.postgresql.util.PSQLException: FATAL: terminating connection due to administrator command  at org.postgresql.core.v3.QueryExecutorImpl.receiveErrorResponse(QueryExecutorImpl.java:2455)  at org.postgresql.core.v3.QueryExecutorImpl.processResults(QueryExecutorImpl.java:2155)  at org.postgresql.core.v3.QueryExecutorImpl.execute(QueryExecutorImpl.java:288)  at org.postgresql.jdbc.PgStatement.executeInternal(PgStatement.java:430)  at org.postgresql.jdbc.PgStatement.execute(PgStatement.java:356)  at org.postgresql.jdbc.PgPreparedStatement.executeQuery(PgPreparedStatement.java:116)  at org.apache.commons.dbcp2.DelegatingPreparedStatement.executeQuery(DelegatingPreparedStatement.java:83)  at org.apache.commons.dbcp2.DelegatingPreparedStatement.executeQuery(DelegatingPreparedStatement.java:83)  at org.ofbiz.core.entity.jdbc.SQLProcessor.executeQuery(SQLProcessor.java:527)  ... 22 more 2017-11-23 07:55:15,754 ClusterMessageHandlerServiceThread:thread-1 ERROR      [c.a.jira.cluster.OfBizMessageHandlerService] There was a problem handling a cluster message com.atlassian.jira.exception.DataAccessException: org.ofbiz.core.entity.GenericDataSourceException: SQL Exception while executing the following:SELECT NODE_ID, NODE_STATE, TIMESTAMP, IP, CACHE_LISTENER_PORT, NODE_BUILD_NUMBER, NODE_VERSION FROM public.clusternode (FATAL: terminating connection due to administrator command)  at com.atlassian.jira.ofbiz.DefaultOfBizDelegator.findByCondition(DefaultOfBizDelegator.java:156)  at com.atlassian.jira.ofbiz.WrappingOfBizDelegator.findByCondition(WrappingOfBizDelegator.java:235)  at com.atlassian.jira.cluster.OfBizClusterNodeStore.findNodes(OfBizClusterNodeStore.java:98)  at com.atlassian.jira.cluster.OfBizClusterNodeStore.getAllNodes(OfBizClusterNodeStore.java:93)  at com.atlassian.jira.cluster.DefaultClusterNodes.all(DefaultClusterNodes.java:56)  at com.atlassian.jira.cluster.OfBizMessageHandlerService.receiveMessages(OfBizMessageHandlerService.java:96)  at com.atlassian.jira.cluster.OfBizMessageHandlerService.handleReceivedMessages(OfBizMessageHandlerService.java:125)  at com.atlassian.jira.cluster.OfBizMessageHandlerService.access$000(OfBizMessageHandlerService.java:32)  at com.atlassian.jira.cluster.OfBizMessageHandlerService$1.run(OfBizMessageHandlerService.java:54)  at java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:511)  at java.util.concurrent.FutureTask.runAndReset(FutureTask.java:308)  at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.access$301(ScheduledThreadPoolExecutor.java:180)  at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.run(ScheduledThreadPoolExecutor.java:294)  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) Caused by: org.ofbiz.core.entity.GenericDataSourceException: SQL Exception while executing the following:SELECT NODE_ID, NODE_STATE, TIMESTAMP, IP, CACHE_LISTENER_PORT, NODE_BUILD_NUMBER, NODE_VERSION FROM public.clusternode (FATAL: terminating connection due to administrator command)  at org.ofbiz.core.entity.jdbc.SQLProcessor.executeQuery(SQLProcessor.java:533)  at org.ofbiz.core.entity.GenericDAO.createEntityListIterator(GenericDAO.java:877)  at org.ofbiz.core.entity.GenericDAO.selectListIteratorByCondition(GenericDAO.java:857)  at org.ofbiz.core.entity.GenericDAO.selectByCondition(GenericDAO.java:795)  at org.ofbiz.core.entity.GenericDAO.selectByCondition(GenericDAO.java:775)  at org.ofbiz.core.entity.GenericDelegator.findByCondition(GenericDelegator.java:1091)  at com.atlassian.jira.ofbiz.DefaultOfBizDelegator.findByCondition(DefaultOfBizDelegator.java:154)  ... 15 more Caused by: org.postgresql.util.PSQLException: FATAL: terminating connection due to administrator command  at org.postgresql.core.v3.QueryExecutorImpl.receiveErrorResponse(QueryExecutorImpl.java:2455)  at org.postgresql.core.v3.QueryExecutorImpl.processResults(QueryExecutorImpl.java:2155)  at org.postgresql.core.v3.QueryExecutorImpl.execute(QueryExecutorImpl.java:288)  at org.postgresql.jdbc.PgStatement.executeInternal(PgStatement.java:430)  at org.postgresql.jdbc.PgStatement.execute(PgStatement.java:356)  at org.postgresql.jdbc.PgPreparedStatement.executeQuery(PgPreparedStatement.java:116)  at org.apache.commons.dbcp2.DelegatingPreparedStatement.executeQuery(DelegatingPreparedStatement.java:83)  at org.apache.commons.dbcp2.DelegatingPreparedStatement.executeQuery(DelegatingPreparedStatement.java:83)  at org.ofbiz.core.entity.jdbc.SQLProcessor.executeQuery(SQLProcessor.java:527)  ... 22 more

[Andy Heinzer]

Hi Paul,

Those AWS quickstarts are specifically designed for data center deployments.  These are a bit different than typical server installs because data center architecture allows for the ability of the system to have multiple application nodes for Jira, whereas Server has just a single node.

I'm not sure what exactly happened in your instance, but if you got an error to contact support, I would be interested to see what happened in the Jira logs at the time that error message occurred on the screen.  You could find these logs in either of two places:

1. $JIRAINSTALL/logs/
2. $JIRAHOME/log/

If the setup was not complete, then you might not yet have a Jira Home directory, but if you at least got to the setup wizard of Jira, then you should have an install folder, and inside that /logs/ subdirectory will be a catalina.out file that should be able to provide more details if there was a problem that Jira could not recover from.

It might be worth trying to recreate this problem and then check that log to see what error messages exist there at this time.

Andy

[Paul Lewis]

Partial log added to original post.  apparently I was exceeding the 20K character limit...by just a bit :-)

[Andy Heinzer]

Hi Paul,

It's very strange that you would see this error:

Caused by: org.ofbiz.core.entity.GenericDataSourceException: SQL Exception while executing the following:SELECT NODE_ID, NODE_STATE, TIMESTAMP, IP, CACHE_LISTENER_PORT, NODE_BUILD_NUMBER, NODE_VERSION FROM public.clusternode (FATAL: terminating connection due to administrator command)

This kind of error message is more of an indication that the database admin might have issued some command to end this SQL connection prematurely.   If Jira can't freely communicate with the SQL database on the backend, you can be sure Jira won't work.

This is an indication that there is a bigger problem on the back end of things that likely encompasses this licensing problem too.  Since the license for Jira is stored to the database, this makes sense given your first error.

I understand that you were looking to use the AWS quickstart, but I think it would be best to jump back to the default guide on Connecting JIRA applications to PostgreSQL.  I would want to make sure that both the database has been created correctly per that guide and that Jira has been configured with the proper credentials to be able to connect and use that database.

Regards,

Andy

[Paul Lewis]

I agree its strange.

I'll mark this ticket as closed although it wasn't resolved.

We're dropping the AWS site and rebuilding from scratch with the assumption a step was missed.