Exception occurs when users add a new account

[mmoss12]

Users attempting to create an account after being invited are receiving the below error. Not sure whats occurring as I can log into the confluence server without any issues. 

Cause

com.atlassian.crowd.exception.runtime.OperationFailedException: java.net.NoRouteToHostException: No route to host (Host unreachable)
    at com.atlassian.crowd.embedded.core.CrowdServiceImpl.addUser(CrowdServiceImpl.java:350)

caused by: java.net.NoRouteToHostException: No route to host (Host unreachable)
    at java.net.PlainSocketImpl.socketConnect(Native Method)

Stack Trace:[hide]

com.atlassian.crowd.exception.runtime.OperationFailedException: java.net.NoRouteToHostException: No route to host (Host unreachable)
	at com.atlassian.crowd.embedded.core.CrowdServiceImpl.addUser(CrowdServiceImpl.java:350)
	at com.atlassian.crowd.embedded.core.CrowdServiceImpl.addUser(CrowdServiceImpl.java:329)
	at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)

[AnnWorley]

The logs revealed that the Confluence instance was using Jira for user management. Matt eliminated the Jira user directory from the equation and it was possible to create user accounts. 

@Matt if you would like to add any details to help folks who experience this in future we will welcome that.

[AnnWorley]

Welcome, Matt. I understand when users click on the sign-up button in the invitation to join Confluence, they get "no route to host" error. 

To create the user, Confluence has to "talk" to itself. "No route to host" indicates that Confluence cannot find itself on the network. A firewall appliance or software like Windows Firewall or IPtables could be preventing the connection.

• Please consider disabling any firewall software on the server, to help isolate the issue.
• To continue troubleshooting, please run a traceroute from the command line or terminal on your server.

Do the traceroute to the name confluence is using for a base URL.

For example on Windows, if your Confluence instance is http://confluence.company.com then the command would be:

tracert confluence.company.com

for Linux:

traceroute confluence.company.com

Please let me know the results of the commands or anything else that you find out about the issue.

Thanks,

Ann

[mmoss12]

Hi Ann,

Tracert from machine receiving the error:

Traceroute from the server to itself:

Regards,

Matt

[AnnWorley]

I created a support ticket for you so we could look over your logs without posting any confidential material. You should see an email soon from our portal.