Difficulty upgrading JIRA 7.12 to newest version.... Someone please help!

[S_ Toyo]

I ran the health check and it comes back with

The table collation: 'SQL_Latin1_General_CP437_CI_AS' is unsupported by JIRA. The Database collation: 'SQL_Latin1_General_CP437_CI_AI' is supported by JIRA.

I run the installer and at the end my JIRA website front-end can no longer be accessed anymore. :( Not sure what's wrong......

[Steven F Behnke]

Your question here is marked 'Jira Cloud' but you are using 'Jira Server', yes? What version of the software do you have deployed?

Unfortunately there's really not enough information to work with here. What I mean by this is that when Jira starts up and encounters an error in which it does not work, it will commonly log to at least two different log files during start up. These log files will usually contain detail that describes the problem.

You can see here that Jira has a page on important files: https://confluence.atlassian.com/adminjiraserver/important-directories-and-files-938847744.html

Both the atlassian-jira.log and the catalina.out file should be inspected for errors. It may be useful to watch them as it starts up, and we'd need to know at least that much information to help you.

Additionally there's no telling what you did to get to this point: You state -- 

I run the installer and at the end my JIRA website front-end can no longer be accessed anymore. :( Not sure what's wrong......

Can you more clearly state what steps you took?

[S_ Toyo]

Hi Steven,

Thanks for writing back. Sorry for not being clear enough or being able to provide you with more information. And yes, you're correct. We are using Jira server v7.12.1. And we are trying to upgrade to the current most version of Jira help desk. We found this guide (https://confluence.atlassian.com/adminjiraserver/upgrading-jira-server-installer-938846937.html) online and tried following it but when we tried to access our Jira front-end after upgrade it says it cannot be found. So we rolled back to a snapshot that we took before we even upgraded.

When we ran a health check on our Jira it give us this error which we aren't quite sure how to resolve even by following the guide.... So we aren't sure if this is what is causing our front-end not to work after trying to upgrade. The error in our health check that we get is 'The table collation: 'SQL_Latin1_General_CP437_CI_AS' is unsupported by JIRA. The Database collation: 'SQL_Latin1_General_CP437_CI_AI' is supported by JIRA.'

And what does it mean when it says 'important files?' Do we take copies from our previous Jira directory and place them into the new upgrade jira directory? Such as the server.xml file, etc? Is this what it means....... ?