Jira shows blank screen after upgrade

[Kristin Lyons]

We are currently on Jira software version 8.13.2 and need to upgrade.  After we upgrade to 8.20, everything appears to work as long as we are connected to the VPN and accessing Jira.  If we disconnect from the VPN and access Jira (which works fine on our current version) when we go to log in we just see a blank page.  We have noticed that if ScriptRunner is disabled, everything works fine again. 

Another thing we noticed is that on our current version of Jira, if we are not connected to the VPN we cannot view BigPicture - it does the same thing where you just see a blank page.

Was just wondering if anyone else has experienced anything similar before or has any troubleshooting suggestions.

[Alexandra King]

Is there a fix for this? My team recently updated to Jira Server version 8.22.2 and BigPicture is completely blank. 

Please advise.

[Kristin Lyons]

We have not yet found a resolution.

[Alexandra King]

We determined a solution. Well two solutions. 

1. Clear ALL of your cookies from your google chrome browser, close all browser windows, and try again
2. If that still does not work, we seem to have no issue using BigPicture in the following 3 options:
   1. Firefox
   2. Microsoft Edge
   3. Google Chrome "Incognito" Window

[Tim Perrault]

Make sure that you have updated any files that you have customized in your installation (i.e. server.xml):

If you have made changes any of the files copy them over to your upgraded instance. These changes might include:

• customisations to xml configuration files (e.g so they can use load balancing)

• custom icons (e.g replacing the Jira logo with their company logo)

• custom email templates (similarly related to the branding thing)

[Kristin Lyons]

We did verify that any customizations were copied over instead of using the old files and we are still getting the same problem.

[Pramodh M]

Hi @Kristin Lyons 

Seems like your internal network causing issues. Here are some techniques to identify the issue

Please check the base URL of your Jira Instance and confirm the same if you are using the same URL for accessing Jira?

Can you try accessing Jira when connected not connected to VPN and disabling add-ons?

Do you see any errors or warnings in the Troubleshooting and Support tools section?

Try running a log analyzer and look out for logs details

Thanks,
Pramodh

[Kristin Lyons]

• The base URL is the same URL we are accessing it from
• When not connected to VPN - The only plugin that makes a difference is if scriptrunner is disabled we have no problems accessing the site and viewing dashboards, etc. BigPicture can be enabled but we can't view it directly - but it's not causing problems with other parts of Jira whereas ScriptRunner is
• No errors/warnings in the troubleshooting logs.  We've even run a HAR file and haven't been able to find much with that