sub-menus not shown when JIRA is logged for the first time in a machine

[Antônio Duarte]

We have a JIRA Software 8.4.2 recently installed on our server.

When a user logs JIRA on from a machine (notebook, desktop, etc) for the first time, the main horizontal JIRA menu is exhibited at the top of the screen as expected, BUT, if we click on any option, its sub-menu is NOT exhibited!

Then, the user must log off and logon again (twice or three times) until this menu starts behaving correctly.

Once it is working fine, the problem doesn't repeat on this same machine.

Thanks for your help.

Antonio Duarte.

[Andy Heinzer]

Hi Antonio,

I understand that you're using Jira server 8.4.2, and that when users login for the first time the navigation bar at the top of the screen is not properly loading submenus until the user has logged off and then back in a few times on that specific machine.

In my 8.4.2 I have not yet been able to replicate this problem.  However I have seen some past support cases with Jira server in regards to certain third party plugins to Jira that can add their own menus to this navigation bar and sometimes these don't always behave as expected.  I would be interested to learn what user plugins might be installed in your Jira Server site.  While I cannot yet prove that one of these is the cause of this behavior, it seems like the most likely suspect in my experience.

One way to test against which plugin might be the problem would be to temporarily disable each of these one at a time, and then see if you can get a new user to replicate the problematic navigation bar menu behavior.  If they cannot replicate with a particular plugin enabled, then it tend to indicate that which plugin might be at fault here.  If you are unsure how to do this, please see the guide in Disabling and enabling apps.

If we determine that this problem can still happen, even with all 3rd party plugins disabled, then I would be interested to see if we can take a closer look at a HAR file generated when this problem happens.  Steps to generate a HAR file for different browsers.  It might also help to take a look at the browser console when this happens.  It is possible that some element might be failing to load or some other resource is throwing an error when the page loads that might be a clue as to the strange menu problem here.

Try this and let me know the results.

Andy

[Antônio Duarte]

Hi, Andy,

Thanks for your reply.

In fact, this is a very "fresh" installation, and we have only the Atlassian Troubleshooting and Support Tools installed (see attached image).

According to my feelings, the problem is related to some misconfiguration of some Jira topics.

We can try your suggestions only at the beginning of next week, so I ask you to wait some time for our reply. But I guess it will make no difference at all, once we only have this single app installed.

Meanwhile, can you add some other comments, regarding this new info I'm providing at this moment?

Thanks for your valuable help!

Antonio.

[Andy Heinzer]

Hi Antonio,

I doubt that particular plugin is the source of the problem here.  I would be interested to see what the HAR file shows when trying to load that page. 

I have a feeling that something on the page is failing to load.  In which case it might also help to take a closer look at a support zip from this Jira site.  This could tell us more about your environment such as configurations and logs that might give us additional clues in regards to the source of the problem here.   However since our Community site will not permit you to upload such files directly, you would need to first upload it to a service like dropbox or google drive and then share a link with us for us to be able to see that support zip.

Aside from those, it might be worth trying to see if you can replicate this problem when bypassing any proxy/SSL settings that Jira might be using right now.  Steps to do this are in Bypass a proxy or SSL to test network connectivity for Jira server.  If we can't replicate the problem when bypassing such settings, then it would lead us to believe the proxy configuration might need to be adjusted here.

Keep me posted.

Andy

[Antônio Duarte]

Hi, Andy,

   I apologize for the delay.

   In fact, our team discovered that the SQL version used was not fully compatible with JIRA. Then, they upgraded the SQL and apparently the problem was solved.

   If not, I'll make you know.

  Thank you very much. I really appreciated your great support and attention!

Best Regards.

Antonio.