Not able to access the Jira Service Desk URL

[Sanjeev kumar Narayanaswamy]

Hi Team,

 We have installed atlassian-servicedesk-3.11.1-x64.bin on VM box with Linux OS Red Hat Enterprise Linux Server release 7.4, which has dynamic iPaddress, where able to access the web url http://XXX.XXX.XXX.XXX:8080/secure/Dashboard.jspa and create projectes, defects, etc it was working good.

Due to mail server configuration, we have recently changed the dynamic ipaddress to static ipaddress and we are not able to access the url

http://xxx.xx.xxx.xx:8080/secure/Dashboard.jspa could you please help on this.

Thanks

Sanjeev Kumar N

[M Amine]

Hi Sanjeev,

You have to update the Base URL of your JIRA. 

To configure the Base URL:

• Choose "Cog Icon" > System. 
• Choose General Configuration in the left-hand panel.
• Choose Edit Settings.
• Enter the new URL in the Base URL text box.
• Choose Save.

Cheers

[Sanjeev kumar Narayanaswamy]

Hi Amine,

Thanks for the mail.

We have changed the dynamic ipaddress to static ipaddres, while accessing the Jira service desk getting error as "http://localhost:8080/secure/errors.jsp"

Do i need to follow the steps provided  or any other options please.

I am referring 

https://confluence.atlassian.com/adminjiraserver071/configuring-the-base-url-802593107.html

Can i know the base url.

Thanks

Sanjeev Kumar N

[Sanjeev kumar Narayanaswamy]

Hi Amine,

I have tried with base url http://localhost:8080 and still getting the same erorr.

http://localhost:8080/secure/errors.jsp

Thanks

Sanjeev Kumar N

[Nic Brough -Adaptavist-]

What are the errors you are seeing?

[Sanjeev kumar Narayanaswamy]

Hi Nic, When I try to connect to JIRA SERVICE DESK instance I am redirected to a page that only has the url http:localhost:8080/secure/errors.jsp and no other information.

We have recently changed the dynamic ipaddress to static ipaddress, do i need to modify any file for new ipaddress and restart jira....

[Nic Brough -Adaptavist-]

I asked for the errors, not for you to repeat what you've already said.

[Sanjeev kumar Narayanaswamy]

Hi Nic / Amine,

Thanks for the solution, was able to resolve the issue. below are the steps.

Solution:

After changing the ipaddress and restarting JSD (JIRA SERVICE DESK), JSD will try to load the plugins, if plugin cache is corrupted we get the error   http://localhost:8080/secure/errors.jsp"

 Can check the same in /opt/atlassian/jira/logs/catalina.out in Linux box.

 2018-04-17 05:34:10,026 JIRA-Bootstrap ERROR      [c.a.jira.upgrade.PluginSystemLauncher] A fatal error occured during initialisation. JIRA has been locked.

com.atlassian.plugin.osgi.container.OsgiContainerException: Unable to clean the cache directory: /var/atlassian/application-data/jira/plugins/.osgi-plugins/felix

atcom.atlassian.plugin.osgi.container.impl.DefaultOsgiPersistentCache.validate(DefaultOsgiPersistentCache.java:81)

atcom.atlassian.plugin.osgi.container.impl.DefaultOsgiPersistentCache.<init>(DefaultOsgiPersistentCache.java:38)

at com.atlassian.jira.plugin.PluginPath$JiraHomeAdapter.<init>(PluginPath.java:135)

at sun.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method)

at sun.reflect.NativeConstructorAccessorImpl.newInstance(NativeConstructorAccessorImpl.java:62)

Move / Rename the below folder to .osgi-plugins.old & .bundled-plugins.old

 /var/atlassian/application-data/jira/plugins

.osgi-plugins

.bundled-plugins

# mv .osgi-plugins .osgi-plugins.old

# mv bundled-plugins bundled-plugins.old

Stop the /opt/atlassian/jira/bin/./stop-jira.sh JSD instance

Start the /opt/atlassian/jira/bin/./start-jira.sh JSD instance

The moved plugins folders " bundled-plugins & .osgi-plugins" will be recreated.

Now we are able to access the JSD base url.

Thanks

Sanjeev Kumar N