Log Scanner Says We couldn't run the log analyzer

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Platform Notice: Server and Data Center Only. This article only applies to Atlassian products on the server and data center platforms.

Problem

The log analyzer function available in the Atlassian Troubleshooting and Support Tools plugin says the following message when we try to scan the logs:

  • We couldn't run the log analyzer. There was a problem running the log analyzer. You could try again by clicking Scan.

The following may appear in the atlassian-confluence.log

2018-04-23 13:34:19,080 hercules INFO [support.tools.hercules.LogScanTask] Scan failed:
javax.net.ssl.SSLHandshakeException: Received fatal alert: handshake_failure
	at sun.security.ssl.Alerts.getSSLException(Alerts.java:192)
	at sun.security.ssl.Alerts.getSSLException(Alerts.java:154)
	at sun.security.ssl.SSLSocketImpl.recvAlert(SSLSocketImpl.java:2038)
	at sun.security.ssl.SSLSocketImpl.readRecord(SSLSocketImpl.java:1135)
	at sun.security.ssl.SSLSocketImpl.performInitialHandshake(SSLSocketImpl.java:1385)
	at sun.security.ssl.SSLSocketImpl.startHandshake(SSLSocketImpl.java:1413)
	at sun.security.ssl.SSLSocketImpl.startHandshake(SSLSocketImpl.java:1397)
	at sun.net.www.protocol.https.HttpsClient.afterConnect(HttpsClient.java:559)
	at sun.net.www.protocol.https.AbstractDelegateHttpsURLConnection.connect(AbstractDelegateHttpsURLConnection.java:185)
	at sun.net.www.protocol.http.HttpURLConnection.getInputStream0(HttpURLConnection.java:1564)
	at sun.net.www.protocol.http.HttpURLConnection.getInputStream(HttpURLConnection.java:1492)
	at sun.net.www.protocol.https.HttpsURLConnectionImpl.getInputStream(HttpsURLConnectionImpl.java:263)
	at com.atlassian.sisyphus.RemoteXmlPatternSource.reload(RemoteXmlPatternSource.java:77)
	at com.atlassian.sisyphus.RemoteXmlPatternSource.<init>(RemoteXmlPatternSource.java:68)
	at com.atlassian.support.tools.salext.AbstractSupportApplicationInfo.getPatternSourceByURL(AbstractSupportApplicationInfo.java:263)
	at com.atlassian.support.tools.salext.CrowdApplicationInfo.getPatternSource(CrowdApplicationInfo.java:101)
	at com.atlassian.support.tools.hercules.LogScanTask.call(LogScanTask.java:52)
	at com.atlassian.support.tools.hercules.LogScanTask.call(LogScanTask.java:24)
	at java.util.concurrent.FutureTask.run(FutureTask.java:266)
	at java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:511)
	at java.util.concurrent.FutureTask.run(FutureTask.java:266)
	at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
	at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
	at java.lang.Thread.run(Thread.java:748)

Diagnosis

Environment

  • The -Djsse.enableSNIExtension=false property is in place for the application's JVM.

Diagnostic Steps

  • It's possible to replicate this handshake_failure problem using a Java http client and passing the same argument. For example, using this httpclient we can run this command to replicate it:

    java -jar -Djsse.enableSNIExtension=false httpclienttest-1.0.2.jar https://confluence.atlassian.com:443

Cause

The Atlassian Troubleshooting and Support Tools plugin connects to https://confluence.atlassian.com to link articles related to the messages found in the logs after scanning it. Since this domain uses SNI, it's not possible to make requests to it with the SNI Extension set to false.

Workaround


Last modified on Nov 2, 2018

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