Access group returns error 404

[Andrew Downs]

Hi all,

I need some assistance please, in our production environment I have user group that I cannot access. The process I follow is this:

Logon to Jira -> Settings -> System -> User Management -> Groups and search for the Group, this part works well.

Then when I select the group to open is I get the below:

No webpage was found for the web address: https://jira.site.com/secure/admin/user/ViewGroup.jspa?atl_token=BIQ2-X3X4-XXX-XXXX_1595fXXXX7165770292e0XXa499XX3_lin&name=Microsoft+Development+Team

HTTP ERROR 404

I see no indication of what the error could be in the logs on Jira. I did restore the production database into our development instance and I can access the group in the Development instance, which does indicate it's something on the production Jira instance. But I cannot figure out where to actually look.

[BHUSHAN PATIL]

Hi @Andrew Downs ,

Since you have already verified that you can access the group in your development instance, so the issue is specific to your production environment.

Here are some steps you can take to troubleshoot and resolve the issue:

• Check Database Integrity: Ensure that the production database associated with the Jira instance is intact and functioning properly. Verify that there are no inconsistencies or corruption in the database that could affect the accessibility of user groups.
• Review Proxy or Load Balancer Settings: If your Jira instance is behind a proxy or load balancer, check the configuration settings to ensure that requests to the specified URL are being routed correctly. Misconfigurations in the proxy or load balancer settings could lead to 404 errors.
• Clear plugin cache:

1. Stop Jira.
2. Clear the plugin cache by removing the following directories:
   • <jira-home>/plugins/.bundled-plugins
   • <jira-home>/plugins/.osgi-plugins
   • <jira_install>/work (just the contents, NOT the directory itself)
   • <jira_install>/temp (just the contents, NOT the directory itself)
3. Start Jira.

If still you are unable to identify the cause of the issue or resolve it, reach out to Atlassian Support for assistance.

Also, if you feel my input help you please accept the answer.

Regards,
Bhushan

[Andrew Downs]

@BHUSHAN PATIL Thanks, the dev and prod go through the same load balancer. 

I will try the plugin cache clear down and see if that fixes it. 

As for the databae integrity jira integrity check comes back clean. But will do a sql integrity check just to make sure.

[Andrew Downs]

@BHUSHAN PATIL clearing the plugin cache made no difference. 

it’s only a single group I seem to get the error on. Which is weird. 

so here’s the facts I know:

1) Production Database restored over Dev Database works, so don’t think its corruption (dbcc checkdb confirmed)

2) Both sites go through the same load balancer and aside from the URL the configuration is the same

3) Clearing the plugin cache made

no difference

4) I have not done a full file level sync between prod and dev, so it might be something in Jira’s home or install folder causing issues. 

I no longer have support with jira so I can’t raise it with them unfortunately.