Service Desk Portal resources occasionally 404ing: Icons don't load and links just spin

[Michael Walkley]

We have an inconsistent issue (happens infrequently, but enough that our users report it once or twice a week). When navigating to a service desk portal the image links do not load and then when a user clicks a link they receive an infinitely spinning loading screen.

Here is a screenshot taken after a link was clicked:

We are running the most recent versions of Jira: Core - 8.9.0, Service Desk - 4.9.0

The only logs (in atlassian-jira.log) correlated to the issue are:

2020-06-08 09:12:54,116-0700 http-nio-8080-exec-9 INFO anonymous 552x6080x1 - 69.181.97.145,192.168.100.103 /servicedesk/customer/portal/5/user/login [c.a.j.p.assets.impl.AssetStorageManagerImpl] Can't find asset: com.atlassian.servicedesk/banner.json: Path does not exist
2020-06-08 09:13:10,466-0700 http-nio-8080-exec-21 INFO anonymous 553x6091x1 - 69.181.97.145,192.168.100.103 /servicedesk/customer/portal/5/user/login [c.a.jira.index.MonitoringIndexWriter] [lucene-stats] flush stats: snapshotCount=3, totalCount=206, periodSec=414, flushIntervalMillis=138269, snapshotNoDocs=1, totalNoDocs=26396, indexDirectory=null, indexWriterId=com.atlassian.jira.index.MonitoringIndexWriter@7db3a9dc, indexDirectoryId=RAMDirectory@14dc964b lockFactory=org.apache.lucene.store.SingleInstanceLockFactory@62bb8058
2020-06-08 09:13:10,747-0700 http-nio-8080-exec-18 INFO jeffrey_rodriguez 553x6092x1 13bpwbh 69.181.97.145,192.168.100.103 /servicedesk/customer/portal/5 [c.a.j.p.assets.impl.AssetStorageManagerImpl] Can't find asset: com.atlassian.servicedesk/banner.json: Path does not exist

And I've confirmed that the "/banner.json: Path does not exist" entries appear normally even when the portal works fine.

This issue wasn't reported until after we updated to from 7.x to 8.x

[Ivan Nikitin]

Hi Michael,

Thanks so much for your question.

Yes, IE is no longer a supported browser since 4.5. https://community.developer.atlassian.com/t/retiring-ie11-support-for-atlassian-cloud-server-and-data-center-products/32118
Glad that you were able to solve the issue by changing browsers. If there’s anything else feel free to reach out again.

Thank you,

Ivan
Jira Service Desk

ps. please hit the ‘accept answer’ button if this answer is correct

[Mary Sage]

I am seeing the same behavior with Microsoft Edge.  Is it still supported?

[Eva Fidelak]

We are experiencing the same issue. It is intermittent, but some of our user experiencing the same behavior using the Edge browser or Chrome. 

So there must be something else.  

[Michael Walkley]

In case anyone else is experiencing something similar, Atlassian's response was to note that the screenshot was taken in IE and that IE is no longer a supported browser. They asked if we could recreate the issue in Chrome or another supported browser and report back with more info. And to their credit, we have not yet been able to recreate the same issue in Chrome.

[Eva Fidelak]

We were able to recreate the same issue in Chrome and Edge, so we are back to square one trying to solve this.