NS_ERROR_UNEXPECTED when creating a new issue in Jira
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
When trying to create a new issue, Jira throws the following JavaScript error in the UI:
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An error occurred
Please try refreshing the page, or contact your administrator / Atlassian Support if the problem continues.
Details
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o Exception: NS_ERROR_UNEXPECTED:
o Resource: https://jira.xxx.xxx/s/d41d8cd98f00b204e9800998ecf8427e-CDN/-bfw6/920000/1dlckms/6.1.1/_/download/resources/com.atlassian.jira.plugins.jira-editor-plugin:tinymce/themes/silver/theme.js?batch=false
o Line: 9
o Column: 0
Environment
Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:102.0) Gecko/20100101 Firefox/102.0Environment
Mozilla Firefox Browser Version: 102
Diagnosis
You see the Exception: NS_ERROR_UNEXPECTED only in Firefox. There is no problem with Microsoft Edge.
If you refresh the page, the error does not go off.
Also, clearing the browser cache/cookies does not make a difference. The problem persists even in In private windows.
The browser debug console logs contains the following console output, around the error, which is relevant to troubleshoot the problem:
1 2 3 4 5 6 7 8 9[BM]jira.dialog.open.create-issue-dialog Report stored batch.js:25:12225<https://jira.xxx.xxx/s/d41d8cd98f0-CDN/nvwfjs/920000/1dlckms/d03c801fa82f38eb5859eafe276c3d4e/_/download/contextbatch/js/browser-metrics-plugin.contrib,-_super,-atl.general,-gh-rapid-plan/batch.js?agile_global_admin_condition=true&flexboards=true&jag=true&jaguser=true> [BM-AA] AJS Event pushed Object { name: "browser.metrics.navigation", properties: {…} , time: 1691475842222 } batch.js:7448:351<https://jira.xxx.xxx/s/d7da544e9-CDN/nvwfjs/920000/1dlckms/a65eab2ba1883872246eceb952e31e74/_/download/contextbatch/js/gh-rapid-plan,greenhopper-rapid-non-gadget,jira.global,atl.general,jira.general,-_super/batch.js?agile_global_admin_condition=true&flexboards=true&jag=true&jaguser=true&locale=en-US> [BM] jira.dialog.open.create-issue-dialog Subscribers notified batch.js:25:12332<https://jira.xxx.xxx/s/d41d8cd98f00b204e9800998ecf8427e-CDN/nvwfjs/920000/1dlckms/d03c801fa82f38eb5859eafe276c3d4e/_/download/contextbatch/js/browser-metrics-plugin.contrib,-_super,-atl.general,-gh-rapid-plan/batch.js?agile_global_admin_condition=true&flexboards=true&jag=true&jaguser=true> JEP FSM - Event: DETACHED Array [ rich-editor.richeditor-loading ]
Cause
The rich text editor is not working fine with Firefox version 102.
Solution
Upgrade Firefox to its latest available version.
If the above is not an option for you, please consider the following work-arounds:
If you would like to continue working with the same version of Firefox, please disable rich text editing for users.
Use Microsoft Edge or Google Chrome as an alternate browser.
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