JIRA UI Hangs loading screens on Search Pages

[Marcos Sanchez]

Hi,

When I'm on a Search Page (pages that have the JQL parameter on URL) I can't load Edit or Create screens. It hangs and gets stuck in a loop with the loading donut.

Example: 
URL: https://jira.example.com/issues/?jql=project%20%3D%20%22Atlassian%20Suite%20-%20Confluence%22%20

When I try to edit an Issue it loops on the loading donut:

I thought that it may be because of timeout issues or something, but it only happens when I'm on a page with the jql parameter on its URL.

What could it be?

Regards,
Marcos

[Andy Heinzer]

Hi Marcos,

I'm not sure what could cause this with the info we have right now.  So I created a support case on your behalf over at https://getsupport.atlassian.com/servicedesk/customer/portal/20/GHS-155643

We have requested some logs from your system to see if we can better understand the cause here in order to help.

Regards,

Andy

[Andy Heinzer]

Hi Marcos,

Sorry to hear that you are having problems with Jira on these search pages.  I understand that the page just appears to hang on search results and that other pages like create and edit screens do not load.

Did you happen to upgrade Jira recently to a version at or above 7.12?  I ask because there was a change made to the Tomcat version that Jira runs in these newer versions that can require a modification be made to all the connectors in the server.xml file.  These are documented in Jira Core 7.12 upgrade notes.

To solve the problem, edit the server.xml file, and add properties that make Tomcat accept special characters in the requests.

1. Go to <Jira-installation-directory>/conf, and edit the server.xml file.
2. Find all connectors your application is using. Just search for Connector in the file, or look at the example below.

3. Add relaxedPathChars="[]|" relaxedQueryChars="[]|{}^\`"<>" to the connector properties in server.xml. For example:

   <Connector port="8080" relaxedPathChars="[]|" relaxedQueryChars="[]|{}^&#x5c;&#x60;&quot;&lt;&gt;" maxThreads="150" minSpareThreads="25" connectionTimeout="20000" enableLookups="false" maxHttpHeaderSize="8192" protocol="HTTP/1.1" useBodyEncodingForURI="true" redirectPort="8443" acceptCount="100" disableUploadTimeout="true" bindOnInit="false"/>

4. Restart Jira.

If that is not the case, or you have applied these changes and still have this problem, then I would be interested to see if we can learn more about this problem.

1. Does this happen across different browsers (firefox, chrome, safari, IE for examples)?
2. Are there any errors that appear in the browser console logs when this happens?  Such as an HTTP error codes?
3. I'd also be interested to see if you can sneak a peek at the $JIRAHOME/log/atlassian-jira.log file at the time this page load problem is happening. 

This additional information could be helpful for us to narrow the scope of possible causes here.

Regards,

Andy

[Marcos Sanchez]

Hi @Andy Heinzer,

Thank you for your answer!

We are on 7.12.3 so I will try the first option and we'll see if it solves the problem.

(Edit)

I've tried and it's still not working.

(Edit 2)

We've seen that it happens when URL has "jql=" and also "filter=".

But I will answer your questions anyway:

1- Yes, it happens on Chrome, Firefox, Edge and IE.

2/3- There are no errors appearing on browser console neither in JIRA logs....

Best Regards,

Marcos