"An unexpected error occurred" when installing JIRA license

Jira 7.4.2, CentOS 7.5.511

When I try to replace the evaluation license of JIRA with the real license I get an error message:

The license could not be installed.

An unexpected error occurred. Refer to the logs for more information.

When I look in /var/atlassian/application-data/jira/log/atlassian-jira.log I can't find anything relevant at the time I clicked on the button "Update license".

Right now I get errors because the UPM can't contact atlassian market place, and I have requested a firewall opening for this.

But according to the results from a google search, e.g Jira installation behind a Firewall, there shouldn't be any problems with installing a JIRA license behind a firewall. Has this changed since 2014 (when the question was asked)...?

Thanks!

- Steinar

1 answer

1 accepted

Some addititional information: The JIRA installation is normally reverse proxied through apache, giving it a virtual server name and an https UR:

However the reverse proxy doesn't work for Administration->Application The page just turns up with a 502 error from apache, and the reason is that it times out waiting for http://localhost:8080 because it is waiting for UPM contacting atlassian marketplace.

Therefore I'm using the http://hostname:8080/ URL directly.  Can using the 8080 URL be the cause of the "Unexpected error" when installing the license?

Thanks!

-Steinar

I disabled UPM as outlined in Problems Connecting to the Atlassian Marketplace by adding "-Dupm.pac.disable=true" to JVM_SUPPORT_RECOMMENDED_ARGS in setenv.sh, as described in Setting Properties and Options on Startup, then stopped and restarted Jira.

After this I could visit the JIRA with the correct https URL through the apache reverse proxy and select Administration->Applications without getting an internal server error from the proxy.

I tried inserting the correct license, and this time the license installed without an error message, and the warning about an about-to-expire trial license disappeared.

So there are two possible reasons for the "An unexpected error message":

  1. The unability to contact atlassian marketplce
  2. Trying to install a license when accessing JIRA with the wrong URL

I suspect the reason for the error was "2." but I don't know this for a fact.

In any case: now it works

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