Service desk - hanging clicking a category

[Jon Gateley]

Hi,

We're running JIRA service desk v.4.1.0 and when trying to click any category from the home screen, service desk seems to hang with the loading symbol (not browser).  You can the refresh the page and it will continue to work normally until you close your browser and then reopen.

Anyone seen this before or is it is known bug?  I see there's 4.2.0 available now so wonder whether this resolved the issue.

Thanks

[Andy Heinzer · Accepted solution]

@nscarrci-umass Thanks for posting this error.  Are you by chance using a Windows based proxy for Jira?  If so, I would recommend checking out JIRA elements fail to render with HTTP 400 error.  There is a known limitation on windows based proxies like IIS in regards to the length of the URLs for this.  There is a work-around to get past this for that situation

It is possible to modify the Windows Registry of the IIS server and increase the UrlSegmentMaxLength value to handle more characters, which is also noted in our documentation for Integrating JIRA applications with IIS:

1. Backup the Registry
2. With Regedit, browse to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\HTTP\Parameters

3. Find the value for UrlSegmentMaxLength, or if it doesn't exist add a DWORD value with this name and change it to 00001000 (this is the hex for 4096)
   
   Powershell alternative:

   Set-ItemProperty -Path HKLM:\System\CurrentControlSet\Services\HTTP\Parameters -Name UrlSegmentMaxLength -Value 4096 -type DWord

After using either method to adjust the registry (Regedit or Powershell), you must restart Windows for the changes to take effect. This will necessitate downtime, please plan a maintenance window accordingly.

@Jon Gateley I see that you stated you are not using a proxy, but I wonder if perhaps Jira is using a loadbalancer, or some other address redirect that might incur the same potential problem that I think Nicolas is having here. 

If that doesn't help, I would still be interested to see if you can try to follow the steps in How to bypass a Proxy and SSL to test network connectivity.   I want to see if you can recreate this problem by using a direct connection to Jira.  If you can't recreate this with a bypassed connection, then it will help us to narrow the focus.   If you still can, please let me know, I would be interested to see if we can gather some more details about your setup to try to help here.

Andy

[nscarrci-umass]

Hello @Andy Heinzer, yes we are running JIRA behind ISS.

We've been running the URL segment max length fix for a long while so I didn't expect this to solve anything, but when I checked our registry I saw that the maximum length had only been bumped up to 100 (512 characters) and the failing request was 800+ characters long.

Increasing the registry value to 1000 (4096) characters fixed the problem! Thank you very much!

[Hua Soon SIM _Akeles_]

I got the similar error in the logs

Can't find asset: com.atlassian.servicedesk/banner.json: Path does not exist

However, there is no error in the console or missing resources. The customer portal is also loading well without any issues.

Found the root cause at https://jira.atlassian.com/browse/JSDSERVER-6473. The reason is because there is no customisation for the customer portal.

[Dylan Buehler]

I have the same issue except the customer portal is not loaded at all in the browser.

When I click "Raise a request" in service desk, a link opens up for .../servicedesk/customer/portal/4, but nothing is ever displayed. 

This error occurs each time:

INFO user 1108x10900x1 1tcqqn7 ip_addr /servicedesk/customer/portal/4 [c.a.j.p.assets.impl.AssetStorageManagerImpl] Can't find asset: com.atlassian.servicedesk/banner.json: Path does not exist

This error occurred after upgrading servicedesk from 4.3.1 to 4.6.0

[Varsha Oswal]

Hello, I am having the same issue. Were you able to fix the issue

[Jon Gateley]

An upgrade to both JIRA and Service Desk didn't seem to resolve this.  Still seeing the same error as Nicolas mentioned above.

We host ours on a VM without any proxy etc. so pretty simple set up.

[nscarrci-umass]

I'm having the same problem, it appears to be affecting all of my customer portals.

Here's a screencap of the permanent spinning loading icon. I've pulled up the network tab of the developer tools as well, which shows that batch.js failed to load.

I doubt that's related though because I've seen batch.js fail in other places as well without adverse affect.

Another thing worth noting is that I'm hosting servicedesk behind a reverse proxy that hosts the application at the /servicedesk path.

[Andy Heinzer]

Hi Jon,

Sorry to hear that you're having what sounds like a performance problem with Jira Service Desk.  However I have not encountered the specific behavior you have reported here.  While you can try to look through the release notes of Jira service Desk 4.2 yourself in https://confluence.atlassian.com/servicedesk/jira-service-desk-4-2-x-release-notes-967877779.html

I haven't found anything there that describes the problem you are reporting.

To clarify here, when you say click any category, are you referring to being on the browse project page where you can select projects by their category? /secure/BrowseProjects.jspa

Or are you referring to some other category location within Jira itself?

I'd be interested to see if you can take a closer look at the Jira logs when you can recreate this.  It might help to see if there is something there that might give us more clues as to the source of this problem.  You can find this in the $JIRAHOME/log/atlassian-jira.log file.

Cheers,

Andy

[Jon Gateley]

Hi Andy,

Thanks for your reply and apologies for the delay in responding.  It looks like the newest versions support a newer version of Java and also SQL Server 2017.  We will try upgrading to these versions to see if this helps resolve the issue.  We're planning on doing this over the weekend so will report back if this has any effect.

Looking through the logs i can only seem to find this I could recreate.

2019-06-07 11:23:07,130 http-nio-8080-exec-5 INFO jon.gateley 683x469576x1 1ve6vck 10.10.0.71:50987,0:0:0:0:0:0:0:1 /servicedesk/customer/portal/1 [c.a.j.p.assets.impl.AssetStorageManagerImpl] Can't find asset: com.atlassian.servicedesk/banner.json: Path does not exist

2019-06-07 11:23:07,739 http-nio-8080-exec-25 INFO jon.gateley 683x469579x1 1ve6vck 10.10.0.71:50989,0:0:0:0:0:0:0:1 /servicedesk/customer/portal/1 [c.a.j.p.assets.impl.AssetStorageManagerImpl] Can't find asset: com.atlassian.servicedesk/banner.json: Path does not exist

However when you refresh the page the portal works normally and you can navigate normally around the service desk portal.

I'll report back after the above upgrade and see whether this helps.

[AnoopTripathi]

Hey Jon,

We are also facing the same issue with Atlassian-ServiceDesk-4.7.0-x64.

Can you please suggest how you have fixed this issue?

Thanks,

Anoop