Summary

Microsoft Teams for Jira unable to communicate with Jira due to Server timeout errors

Environment

• Jira 8.x

Symptoms

From Microsoft Teams for Jira when user tries to perform actions like:

1. Link MS Teams Channel with Jira to create Issue

2. Create new tab with Jira in MS Team Groups

Following errors are intermittently observed in Jira application logs:

2021-11-22 16:56:22,225+0100 Timer-62 ERROR      [c.microsoft.signalr.HubConnection] HubConnection disconnected with an error: Server timeout elapsed without receiving a message from the server..
2021-11-22 16:56:23,225+0100 Timer-62 ERROR      [c.microsoft.signalr.HubConnection] HubConnection disconnected with an error: Server timeout elapsed without receiving a message from the server..
2021-11-22 16:56:24,226+0100 Timer-62 ERROR      [c.microsoft.signalr.HubConnection] HubConnection disconnected with an error: Server timeout elapsed without receiving a message from the server..
2021-11-22 16:56:25,226+0100 Timer-62 ERROR      [c.microsoft.signalr.HubConnection] HubConnection disconnected with an error: Server timeout elapsed without receiving a message from the server..

2021-11-22 16:56:30,847+0100 OkHttp https://msteams-jira-server.service.signalr.net/... ERROR      [c.microsoft.signalr.HubConnection] HubConnection disconnected with an error Server timeout elapsed without receiving a message from the server..

From MS Teams App this error “An Unhandled error occurred. We are working on it!“ message is displayed

Cause

The issue could be caused due to multiple reason and most commonly observed causes are listed below

1. Outdated version of Microsoft Teams for Jira

2. When an avatar is send as part of the payload.  Large images can increase the message size significantly and as a result it will increase the response time up to 30 seconds causing timeout

3. Any other performance issues in the cluster nodes can have an impact on the overall responsiveness of the Jira Instance which could result in timeouts for the plugins

Solution

Cause 1:

• Update the Microsoft Teams for Jira to the latest available version

Cause 2

• Disable the setting Embed and Transfer Jira Project Avatars in the payload, un-checking the option should help in avoiding increased message size due to large image content.

Cause 3

Identify if there are any underlying Performance Issues in the Jira Instance. Good to start by checking:

• High CPU Usage on the server hosting Jira

• Memory Utilization on all the nodes

• Database Connection Pool

• Health Check of Index and Cache Replication

Known Issues

• https://jira.atlassian.com/browse/API-307

• https://jira.atlassian.com/browse/API-326