Plugin Update: Error downloading plugin from https://marketplace.atlassian.com Edited

When I try to update (or install) a plugin via web interface an error is shown:

Problem accessing the file Support Tools Plugin.

There is only this entry in the log file - no java exception/stacktrace:

Error downloading plugin from https://marketplace.atlassian.com/download/plugins/com.atlassian...

wget works fine for the URL

 

EDIT:

Also the Log analyzer does not work

 

thank you

 

6 answers

1 accepted

Accepted Answer
2 votes

Hi Dominik,

we had the same problem on our side.  Additionally, the log scanner in our Jira didn't work. 

Solution: Our Jira service (7.5.2, Windows installation) used the JVM parameter
-Djsse.enableSNIExtension=false.
After removing this parameter and restarting Jira, the update function in the plugin manager works again and the log scanner too. 

This might be the solution on your side as well.

 

Regards,

Andreas

Hello Andreas

Thanks for this solution - removing this from setenv.sh and reboot the server everything works fine

 

Thank you

Domi

0 votes

Hi Dominik,

Can you let me know your Jira version?

Please also see if you have an update for UPM and let me know if you're able to update it. If an automatic update does not work please also try updating it manually.

Kind regards,

Shannon

Hi

Actual version:

JIRA Software 7.3.8

JIRA Core 7.3.8

 

UPM automatic update was not possible - manuell update already done

 

thx

Domi

Hi Domi,

In that case, what is your UPM version?

Are you working behind a proxy or firewall? 

Kind regards,

Shannon

 Hi Shannon

Universal Plugin Manager (v2.22.6)

Pluginupdate worked fine for 3 years and "suddenly" stopped about one week ago - only the described error can be found.

Jira server is behind a firewall

Dominik, 

I've seen users correct this error by allowing access in the firewall for the UPM to access our Cloudfront.

If you view Developer Tools > Network in Chrome, you should see the URLs in red that the UPM is trying to access.

Can you have a look at that and make sure they're not being blocked in your Firewall? 

Kind regards,

Shannon

Hi

FW don't block the request - wget works fine and loads the requested jar file

thx

Domi

Domi,

Are you still able to show me what comes up on the Network Tools and your logs when you encounter the error?

Kind regards,

Shannon

Log Entry and curl call 

LogEntries and curl.png

Thank you Dominik,

I will still also need to see what's actually occurring in your Jira logs when you encounter the error as well as what showed up in your Developer Tools in your browser, as this will tell us exactly what your instance was not able to access when attempting to install the add-on.

As soon as you have that information, please provide it.

Kind regards,

Shannon

Jira log is at the top of the screenshot

there is no error in the browser dev tools - the error occurs on the server:

Error downloading plugin from https://marketplace.atlassian.com/download/support/com.atlassian.support.stp/version/3010042

thx

Domi

Thank you Domi,

There should have been more in the logs after initial error you sent, such as a "caused by" lines that would have given us more insight to the actual problem.

If your log stops there, can you please go through the steps at Problems Connecting to the Atlassian Marketplace

Thank you.


Kind regards,

Shannon

That's exactly the problem - if there would more error details or even an stack trace I would have tried to solve the problem - but that's the only info:

Error downloading plugin from https://marketplace.atlassian.com/download/support/com.atlassian.support.stp/version/3010042

Understood, Domi. I just wanted to be sure because it looks like you might have exited out of the log file before it had completed. Thank you for verifying that.

Have you had a chance to read over the article I sent you about troubleshooting UPM issues? It also mentions some more details on Configuring Marketplace Connectivity, so please be sure to read that as well.

Kind regards,

Shannon

0 votes

Hi Dominik,

 

Let us try to verify the connection as the application would, with use of Java and Javas cacert trust store.

Firs, we need to download httpdclient Java class. You can find more information in the httpdclient repository.

Then we need to find out which Java is used by executing the command "ps aux | grep java".

And once you get that information, modify bottom command acodingly and let us know what you see:

<path to java>/java -jar httpclienttest-1.0.2.jar https://marketplace.atlassian.com

It is possible that you are using different cacert keystore, and because of that, your application cannot establish secure https connection with the marketplace.

Regards,

Gojko

Hi

SSL seems to work fine -

http client output:

[xxx@yyyy bin]# ./java -jar httpclienttest-1.0.2.jar https://marketplace.atlassian.com 
DEBUG 2017-11-29 09:46:52,570 [main] org.apache.http.client.protocol.RequestAddCookies - CookieSpec selected: default
DEBUG 2017-11-29 09:46:52,583 [main] org.apache.http.client.protocol.RequestAuthCache - Auth cache not set in the context
DEBUG 2017-11-29 09:46:52,584 [main] org.apache.http.impl.conn.PoolingHttpClientConnectionManager - Connection request: [route: {s}->https://marketplace.atlassian.com:443][total kept alive: 0; route allocated: 0 of 2; total allocated: 0 of 20]
DEBUG 2017-11-29 09:46:52,602 [main] org.apache.http.impl.conn.PoolingHttpClientConnectionManager - Connection leased: [id: 0][route: {s}->https://marketplace.atlassian.com:443][total kept alive: 0; route allocated: 1 of 2; total allocated: 1 of 20]
DEBUG 2017-11-29 09:46:52,604 [main] org.apache.http.impl.execchain.MainClientExec - Opening connection {s}->https://marketplace.atlassian.com:443
DEBUG 2017-11-29 09:46:52,645 [main] org.apache.http.impl.conn.DefaultHttpClientConnectionOperator - Connecting to marketplace.atlassian.com/52.2.89.223:443
DEBUG 2017-11-29 09:46:52,645 [main] org.apache.http.conn.ssl.SSLConnectionSocketFactory - Connecting socket to marketplace.atlassian.com/52.2.89.223:443 with timeout 0
DEBUG 2017-11-29 09:46:53,046 [main] org.apache.http.conn.ssl.SSLConnectionSocketFactory - Enabled protocols: [TLSv1, TLSv1.1, TLSv1.2]
DEBUG 2017-11-29 09:46:53,047 [main] org.apache.http.conn.ssl.SSLConnectionSocketFactory - Enabled cipher suites:[TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA256, TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256, TLS_RSA_WITH_AES_128_CBC_SHA256, TLS_ECDH_ECDSA_WITH_AES_128_CBC_SHA256, TLS_ECDH_RSA_WITH_AES_128_CBC_SHA256, TLS_DHE_RSA_WITH_AES_128_CBC_SHA256, TLS_DHE_DSS_WITH_AES_128_CBC_SHA256, TLS_ECDHE_ECDSA_WITH_AES_128_CBC_SHA, TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA, TLS_RSA_WITH_AES_128_CBC_SHA, TLS_ECDH_ECDSA_WITH_AES_128_CBC_SHA, TLS_ECDH_RSA_WITH_AES_128_CBC_SHA, TLS_DHE_RSA_WITH_AES_128_CBC_SHA, TLS_DHE_DSS_WITH_AES_128_CBC_SHA, TLS_ECDHE_ECDSA_WITH_AES_128_GCM_SHA256, TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256, TLS_RSA_WITH_AES_128_GCM_SHA256, TLS_ECDH_ECDSA_WITH_AES_128_GCM_SHA256, TLS_ECDH_RSA_WITH_AES_128_GCM_SHA256, TLS_DHE_RSA_WITH_AES_128_GCM_SHA256, TLS_DHE_DSS_WITH_AES_128_GCM_SHA256, TLS_ECDHE_ECDSA_WITH_3DES_EDE_CBC_SHA, TLS_ECDHE_RSA_WITH_3DES_EDE_CBC_SHA, SSL_RSA_WITH_3DES_EDE_CBC_SHA, TLS_ECDH_ECDSA_WITH_3DES_EDE_CBC_SHA, TLS_ECDH_RSA_WITH_3DES_EDE_CBC_SHA, SSL_DHE_RSA_WITH_3DES_EDE_CBC_SHA, SSL_DHE_DSS_WITH_3DES_EDE_CBC_SHA, TLS_EMPTY_RENEGOTIATION_INFO_SCSV]
DEBUG 2017-11-29 09:46:53,047 [main] org.apache.http.conn.ssl.SSLConnectionSocketFactory - Starting handshake
DEBUG 2017-11-29 09:46:53,370 [main] org.apache.http.conn.ssl.SSLConnectionSocketFactory - Secure session established
DEBUG 2017-11-29 09:46:53,370 [main] org.apache.http.conn.ssl.SSLConnectionSocketFactory - negotiated protocol: TLSv1.2
DEBUG 2017-11-29 09:46:53,370 [main] org.apache.http.conn.ssl.SSLConnectionSocketFactory - negotiated cipher suite: TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256
DEBUG 2017-11-29 09:46:53,371 [main] org.apache.http.conn.ssl.SSLConnectionSocketFactory - peer principal: CN=*.atlassian.io
DEBUG 2017-11-29 09:46:53,371 [main] org.apache.http.conn.ssl.SSLConnectionSocketFactory - peer alternative names: [*.atlassian.io, *.internal.atlassian.io, *.useast.atlassian.io, *.internal.useast.atlassian.io, *.uswest.atlassian.io, *.internal.uswest.atlassian.io, *.uswest2.atlassian.io, *.internal.uswest2.atlassian.io, *.euwest.atlassian.io, *.euwest-beta.atlassian.io, *.internal.euwest.atlassian.io, *.internal.euwest-beta.atlassian.io, *.atl-paas.net, *.prod.atl-paas.net, *.prod.public.atl-paas.net, *.us-east-1.prod.atl-paas.net, *.us-east-1.prod.public.atl-paas.net, *.us-west-1.prod.atl-paas.net, *.us-west-1.prod.public.atl-paas.net, *.us-west-2.prod.atl-paas.net, *.us-west-2.prod.public.atl-paas.net, *.eu-west-1.prod.atl-paas.net, *.eu-west-1.prod.public.atl-paas.net, *.eu-west-1-beta.prod.atl-paas.net, *.eu-west-1-beta.prod.public.atl-paas.net, *.atlassian.com, *.internal.atlassian.com]
DEBUG 2017-11-29 09:46:53,372 [main] org.apache.http.conn.ssl.SSLConnectionSocketFactory - issuer principal: CN=Amazon, OU=Server CA 1B, O=Amazon, C=US
DEBUG 2017-11-29 09:46:53,397 [main] org.apache.http.impl.conn.DefaultHttpClientConnectionOperator - Connection established 172.21.200.105:56530<->52.2.89.223:443
DEBUG 2017-11-29 09:46:53,397 [main] org.apache.http.impl.execchain.MainClientExec - Executing request GET / HTTP/1.1
DEBUG 2017-11-29 09:46:53,397 [main] org.apache.http.impl.execchain.MainClientExec - Target auth state: UNCHALLENGED
DEBUG 2017-11-29 09:46:53,398 [main] org.apache.http.impl.execchain.MainClientExec - Proxy auth state: UNCHALLENGED
DEBUG 2017-11-29 09:46:53,400 [main] org.apache.http.headers - http-outgoing-0 >> GET / HTTP/1.1
DEBUG 2017-11-29 09:46:53,400 [main] org.apache.http.headers - http-outgoing-0 >> Accept-Encoding: gzip, deflate
DEBUG 2017-11-29 09:46:53,400 [main] org.apache.http.headers - http-outgoing-0 >> Host: marketplace.atlassian.com
DEBUG 2017-11-29 09:46:53,400 [main] org.apache.http.headers - http-outgoing-0 >> Connection: Keep-Alive
DEBUG 2017-11-29 09:46:53,400 [main] org.apache.http.headers - http-outgoing-0 >> User-Agent: Apache-HttpClient/4.4.1 (Java/1.8.0_102)
DEBUG 2017-11-29 09:46:53,401 [main] org.apache.http.wire - http-outgoing-0 >> "GET / HTTP/1.1[\r][\n]"
DEBUG 2017-11-29 09:46:53,401 [main] org.apache.http.wire - http-outgoing-0 >> "Accept-Encoding: gzip, deflate[\r][\n]"
DEBUG 2017-11-29 09:46:53,401 [main] org.apache.http.wire - http-outgoing-0 >> "Host: marketplace.atlassian.com[\r][\n]"
DEBUG 2017-11-29 09:46:53,401 [main] org.apache.http.wire - http-outgoing-0 >> "Connection: Keep-Alive[\r][\n]"
DEBUG 2017-11-29 09:46:53,401 [main] org.apache.http.wire - http-outgoing-0 >> "User-Agent: Apache-HttpClient/4.4.1 (Java/1.8.0_102)[\r][\n]"
DEBUG 2017-11-29 09:46:53,401 [main] org.apache.http.wire - http-outgoing-0 >> "[\r][\n]"
DEBUG 2017-11-29 09:46:53,572 [main] org.apache.http.wire - http-outgoing-0 << "HTTP/1.1 200 OK[\r][\n]"
DEBUG 2017-11-29 09:46:53,572 [main] org.apache.http.wire - http-outgoing-0 << "Date: Wed, 29 Nov 2017 08:46:47 GMT[\r][\n]"
DEBUG 2017-11-29 09:46:53,572 [main] org.apache.http.wire - http-outgoing-0 << "Content-Type: text/html;charset=UTF-8[\r][\n]"
DEBUG 2017-11-29 09:46:53,572 [main] org.apache.http.wire - http-outgoing-0 << "Transfer-Encoding: chunked[\r][\n]"
DEBUG 2017-11-29 09:46:53,572 [main] org.apache.http.wire - http-outgoing-0 << "Connection: keep-alive[\r][\n]"
DEBUG 2017-11-29 09:46:53,572 [main] org.apache.http.wire - http-outgoing-0 << "Set-Cookie: JSESSIONID=1k67ai988yf1ih1yygnrqapcd;Path=/[\r][\n]"
DEBUG 2017-11-29 09:46:53,573 [main] org.apache.http.wire - http-outgoing-0 << "Last-Modified: Wed, 29 Nov 2017 08:46:47 GMT[\r][\n]"
DEBUG 2017-11-29 09:46:53,573 [main] org.apache.http.wire - http-outgoing-0 << "X-Frame-Options: DENY[\r][\n]"
DEBUG 2017-11-29 09:46:53,573 [main] org.apache.http.wire - http-outgoing-0 << "Content-Encoding: gzip[\r][\n]"
DEBUG 2017-11-29 09:46:53,573 [main] org.apache.http.wire - http-outgoing-0 << "Vary: Accept-Encoding, User-Agent[\r][\n]"
DEBUG 2017-11-29 09:46:53,573 [main] org.apache.http.wire - http-outgoing-0 << "Server: Jetty(8.y.z-SNAPSHOT)[\r][\n]"
DEBUG 2017-11-29 09:46:53,573 [main] org.apache.http.wire - http-outgoing-0 << "Strict-Transport-Security: max-age=31536000[\r][\n]"
DEBUG 2017-11-29 09:46:53,573 [main] org.apache.http.wire - http-outgoing-0 << "X-Varnish: 668318546[\r][\n]"
DEBUG 2017-11-29 09:46:53,573 [main] org.apache.http.wire - http-outgoing-0 << "Age: 0[\r][\n]"
DEBUG 2017-11-29 09:46:53,573 [main] org.apache.http.wire - http-outgoing-0 << "Via: 1.1 varnish (Varnish/5.0)[\r][\n]"
DEBUG 2017-11-29 09:46:53,573 [main] org.apache.http.wire - http-outgoing-0 << "X-Cache: MISS[\r][\n]"
DEBUG 2017-11-29 09:46:53,573 [main] org.apache.http.wire - http-outgoing-0 << "Accept-Ranges: bytes[\r][\n]"
DEBUG 2017-11-29 09:46:53,573 [main] org.apache.http.wire - http-outgoing-0 << "[\r][\n]"
DEBUG 2017-11-29 09:46:53,573 [main] org.apache.http.wire - http-outgoing-0 << "a[\r][\n]"
DEBUG 2017-11-29 09:46:53,574 [main] org.apache.http.wire - http-outgoing-0 << "[0x1f][0x8b][0x8][0x0][0x0][0x0][0x0][0x0][0x0][0x0][\r][\n]"
DEBUG 2017-11-29 09:46:53,579 [main] org.apache.http.headers - http-outgoing-0 << HTTP/1.1 200 OK
DEBUG 2017-11-29 09:46:53,579 [main] org.apache.http.headers - http-outgoing-0 << Date: Wed, 29 Nov 2017 08:46:47 GMT
DEBUG 2017-11-29 09:46:53,579 [main] org.apache.http.headers - http-outgoing-0 << Content-Type: text/html;charset=UTF-8
DEBUG 2017-11-29 09:46:53,579 [main] org.apache.http.headers - http-outgoing-0 << Transfer-Encoding: chunked
DEBUG 2017-11-29 09:46:53,579 [main] org.apache.http.headers - http-outgoing-0 << Connection: keep-alive
DEBUG 2017-11-29 09:46:53,579 [main] org.apache.http.headers - http-outgoing-0 << Set-Cookie: JSESSIONID=1k67ai988yf1ih1yygnrqapcd;Path=/
DEBUG 2017-11-29 09:46:53,579 [main] org.apache.http.headers - http-outgoing-0 << Last-Modified: Wed, 29 Nov 2017 08:46:47 GMT
DEBUG 2017-11-29 09:46:53,580 [main] org.apache.http.headers - http-outgoing-0 << X-Frame-Options: DENY
DEBUG 2017-11-29 09:46:53,580 [main] org.apache.http.headers - http-outgoing-0 << Content-Encoding: gzip
DEBUG 2017-11-29 09:46:53,580 [main] org.apache.http.headers - http-outgoing-0 << Vary: Accept-Encoding, User-Agent
DEBUG 2017-11-29 09:46:53,580 [main] org.apache.http.headers - http-outgoing-0 << Server: Jetty(8.y.z-SNAPSHOT)
DEBUG 2017-11-29 09:46:53,580 [main] org.apache.http.headers - http-outgoing-0 << Strict-Transport-Security: max-age=31536000
DEBUG 2017-11-29 09:46:53,580 [main] org.apache.http.headers - http-outgoing-0 << X-Varnish: 668318546
DEBUG 2017-11-29 09:46:53,580 [main] org.apache.http.headers - http-outgoing-0 << Age: 0
DEBUG 2017-11-29 09:46:53,580 [main] org.apache.http.headers - http-outgoing-0 << Via: 1.1 varnish (Varnish/5.0)
DEBUG 2017-11-29 09:46:53,580 [main] org.apache.http.headers - http-outgoing-0 << X-Cache: MISS
DEBUG 2017-11-29 09:46:53,580 [main] org.apache.http.headers - http-outgoing-0 << Accept-Ranges: bytes
DEBUG 2017-11-29 09:46:53,590 [main] org.apache.http.impl.execchain.MainClientExec - Connection can be kept alive indefinitely
DEBUG 2017-11-29 09:46:53,597 [main] org.apache.http.client.protocol.ResponseProcessCookies - Cookie accepted [JSESSIONID="1k67ai988yf1ih1yygnrqapcd", version:0, domain:marketplace.atlassian.com, path:/, expiry:null]

HTTPClient: Connection Successful to https://marketplace.atlassian.com

Hi Dominik,

Can you confirm that you are using the same Java as the confluence does?

Regards,

Gojko

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