Hung during first page loading

[FORFIRM ITALIA SRL]

Hello all,

when someone load the Jira Desk page, for example to open a new ticket. The page hang in a loading page. The only way to go on is to refresh the page.

Could anyone kindly support us to investigate this issue?

[mfabris]

hi @FORFIRM ITALIA SRL 

Bumping this for interest

I also have this problem in one of my instances.

According to my HAR files it seems that the loading is stuck while jira is compiling/serving the batch.js file.

This is a file that contains the javascript coming from all the plugins in the instance (they get merged together so the application has to serve only one file, for better performance).

Once this is stuck, there is no way the page finishes loading unless the browser is refreshed.

For me the problem is just with Firefox and just on some computers, but very consistent.

[mfabris]

Some documentation from Atlassian suggests this could be due to injection of extra HTML/CSS/JS in the page, which we do, but i tried to disable the extra scripts and the result does not change

https://confluence.atlassian.com/jirakb/how-to-troubleshoot-long-page-load-times-in-jira-server-959307746.html

[FORFIRM ITALIA SRL]

Just a new update. I've disabled apache and enabled nginx on the server.
The issue is still present and so it is web server indipendent.

Both apache and nginx are configured as reverse proxy.

Any suggestions?
Regards.

[FORFIRM ITALIA SRL]

New update.
When I open the link in a new tab or page, 
the action of the browser is a GET of the page <my domain>/servicedesk/customer/portals
and it works.

If I click inside the page, the action is a POST of the link <my domain>/rest/webResources/1.0/resources
and the portal stucks.

Please suggest me.
Regards.

[FORFIRM ITALIA SRL]

Hi Experts, currently the issue is still open. I've check into apache confiuration, server.xml of jira but nothing.
I've done a lot of tests and I've an update:

- the issue is browser indipendent, I've tested different browsers, with and without cache, different PCs but the problem is not correlate to a browser

- the issue is only present inside jira service desk
(only in <my domain>/servicedesk/customer/portals)
the admin menu and dashboard don't have this problem

- if I try to open one of the portal clicking the link inside the jira servi desk page, the page stuck in loading phase indefinitively

- the issue doesn't happen if I open the portals in a new tab or in a new page

So, the problem happens only if I stay on the same page or tab. If I open the links in a new tab all works correclty.

Is there a way to customize jira link to open the portal pages in a new tab?
Thanks in advance. 

[Dirk Ronsmans]

Are you using any kind of proxy/loadbalancer? Those could be blocking requests too

[FORFIRM ITALIA SRL]

I've look at this too but nothing. Thank you anyway.

[FORFIRM ITALIA SRL]

Hi Juan Carlos,

we have already used dev tools of chorme to analyze the issue.

Seems that the page stuck loading the section:   /rest/webResources/1.0/resources

Please see attached image.

We have also analyzed apache and jira logs.

There are no 404 errors so are pages are loaded correctly.

If we refresh the page the jira portal is loaded corrcetly.

Do you have other suggestions?

Thank you for your response.

[Juan José Marchal Gómez]

Hello,

This is failing with all of issues?

Only some issuetype? 

Did you check what is doing webResources?

Best regards.

[FORFIRM ITALIA SRL]

Yes the issues is present in all menus.

How can I check webresources?

Regards.

[Juan José Marchal Gómez]

I'm assuming they don't have Atlassian support, isn't it?

Did you check in internet about "freeze with webresources Jira"?

Some entries appear about webResources in Jira.

Best regards.

[FORFIRM ITALIA SRL]

Yes we haven't Atlassian support, for now.
Yes I've check internet too, but nothing.

Thank you anyway.

[Juan José Marchal Gómez]

Hello @FORFIRM ITALIA SRL

to check this you can use F12 (if you are using crhome) to see the "event log" of browser.

Check with one issue that works and other that fails and check the differences.

Other thing is inside JIRA, use the "log of HTML" using 

HTTP Access Logging

and check the outcomes in the file

'atlassian-jira-http-access.log'.

I hope it helps.

Best regards.