Troubleshooting and support tools (ATST) version 1.32.1+ fails to complete health checks or generate support zip in Confluence

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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.

Summary

While using Troubleshooting and Support Tools version 1.32.1, Confluence is unable to generate support zips or complete health checks.

  • The health checks run indefinitely with no indication of failure in the UI.
  • Attempts to generate a support zip fail with the error message shown in the screenshot below:

Environment

This problem was identified in Confluence server and datacenter version 7.4.4. It could also affect other versions of Confluence.

Troubleshooting and Support Tools version 1.32.1.

Diagnosis

The following errors appear in atlassian-confluence.log file:

2021-03-03 17:07:30,312 ERROR [Caesium-1-1] [troubleshooting.healthcheck.concurrent.SupportHealthCheckProcess] awaitSafely Error waiting for the health check future to complete2021-03-03 17:07:30,312 ERROR [Caesium-1-1] [troubleshooting.healthcheck.concurrent.SupportHealthCheckProcess] awaitSafely Error waiting for the health check future to completejava.util.concurrent.ExecutionException: java.lang.AbstractMethodError: Receiver class net.seibertmedia.plugin.confluence.healthcheck.api.LinchpinSupportHealthStatusService$SupportHealthStatusImpl does not define or inherit an implementation of the resolved method 'abstract java.lang.String getNodeId()' of interface com.atlassian.troubleshooting.api.healthcheck.SupportHealthStatus. at java.base/java.util.concurrent.FutureTask.report(Unknown Source) at java.base/java.util.concurrent.FutureTask.get(Unknown Source) at com.atlassian.troubleshooting.healthcheck.concurrent.SupportHealthCheckProcess.runSync(SupportHealthCheckProcess.java:102) at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.executeNextJob(SchedulerQueueWorker.java:60) at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.run(SchedulerQueueWorker.java:35) at java.base/java.lang.Thread.run(Unknown Source)Caused by: java.lang.AbstractMethodError: Receiver class net.seibertmedia.plugin.confluence.healthcheck.api.LinchpinSupportHealthStatusService$SupportHealthStatusImpl does not define or inherit an implementation of the resolved method 'abstract java.lang.String getNodeId()' of interface com.atlassian.troubleshooting.api.healthcheck.SupportHealthStatus. at 

Or: 

2021-03-03 17:07:30,469 ERROR [Caesium-1-1] [atlassian.scheduler.core.JobLauncher] launchAndBuildResponse Scheduled job with ID 'DefaultPluginScheduler:com.atlassian.troubleshooting.healthcheck.scheduler.HealthCheckSchedulerImpl:job' failed due to binary incompatibilities2021-03-03 17:07:30,469 ERROR [Caesium-1-1] [atlassian.scheduler.core.JobLauncher] launchAndBuildResponse Scheduled job with ID 'DefaultPluginScheduler:com.atlassian.troubleshooting.healthcheck.scheduler.HealthCheckSchedulerImpl:job' failed due to binary incompatibilitiesjava.lang.AbstractMethodError: Receiver class net.seibertmedia.plugin.confluence.healthcheck.api.LinchpinSupportHealthStatusService$SupportHealthStatusImpl does not define or inherit an implementation of the resolved method 'abstract java.lang.String getNodeId()' of interface com.atlassian.troubleshooting.api.healthcheck.SupportHealthStatus. at com.atlassian.troubleshooting.healthcheck.util.SupportHealthCheckUtils.asHealthCheckStatus(SupportHealthCheckUtils.java:128) at com.atlassian.troubleshooting.healthcheck.concurrent.SupportHealthCheckTask.lambda$getStatus$1(SupportHealthCheckTask.java:86) at java.base/java.util.Optional.map(Unknown Source) at com.atlassian.troubleshooting.healthcheck.concurrent.SupportHealthCheckTask.getStatus(SupportHealthCheckTask.java:86) at java.base/java.util.stream.ReferencePipeline$3$1.accept(Unknown Source) 


Cause

This issue is caused by the Seibert Media suite of plugins. 

Solution

This issue has been reported to Seibert for further investigation and should be addressed in the future next release. Seibert has provided a temporary workaround to address this which can be read here: Seibert Media workaround

Alternatively, we can either downgrade to the previous version of ATST or disable the Seibert Media apps being used. 

Last modified on Mar 30, 2021

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