Jira Data Center common problems
This page covers troubleshooting for a Data Center installation of Jira. If you can't find an answer to your problem on this page, check out the Jira Data Center FAQs.
Peer-to-peer connectivity
Symptom: Disparity of data across nodes (e.g. email preferences not propagated)
Potential problem: Caches not being synched across application nodes
| Root cause | Test | Resolution |
|---|---|---|
| Misconfiguration: Multicast mis-configured | Oracle multicast test, or omping Pass: All nodes can join the cluster Fail: At least one node can't join the cluster | Reconfigure multicast |
| Misconfiguration: Firewall rules preventing propagation of multicast messages | Check firewall logs | Reconfigure firewall to allow multicast traffic |
| System design: Multicast traffic not on its own subnet (other network traffic burning up available bandwidth) | Check configuration of all nodes | Refactor network configuration to put multicast traffic on its own subnet |
Symptom: Index not created on new node when it starts up
Potential problem: New node not getting a hot copy of index
| Root cause | Test | Resolution |
|---|---|---|
| Database: Request for hot copy not received by other nodes due to faulty database connection on new node | Verify that the request for the hot copy of the index was written to the database i.e. Check clustermessage table on the db for "Index Backup" message and subsequent "Index backed up message" | |
| Misconfiguration: One or more nodes not pointing to the correct location for the shared home directory | Verify configuration of the shared home in the cluster.properties file | |
| Permissions: Existing nodes not able to write hot copy of index to shared home | Verify that the existing nodes can write to the shared home: i.e. Verify connectivity of shared home by creating a blank file on shared home from other node | Restore connectivity/efficacy of shared file system |
| Permissions: new node not able to read index from shared home. | Verify that the new node can read from the shared home: i.e. Check permissions | Change permissions to allow the application user to read files |
Data inconsistency
Symptom: User not able to retrieve attachments associated with an issue
Potential problem: Attachments not being written to or read from the shared home for one or more nodes
| Root cause | Test | Resolution |
|---|---|---|
| Permissions: One or more nodes not able to write to shared home directory | Verify that the existing nodes can write to the shared home. i.e. Verify connectivity of shared home by creating a blank file on shared home from other node | |
| Misconfiguration: One or more nodes pointing to the wrong shared home directory | Verify configuration of the shared home in the cluster.properties file | Correct configuration |
| Check the configuration of the file share (possible misconfiguration) | Correct configuration |
Distribution of requests across nodes
Symptom: Requests aren't being distributed across all nodes
Potential problem: Load balancer misconfiguration
| Root cause | Test | Resolution |
|---|---|---|
| Misconfiguration: Load balancer not using the proper routing algorithm | Check loadbalancer access log against application logs and verify loadbalancer configuration from administration interfac i.e. Manually check with the browser each time and verify you are getting to other members of the pool by checking footer | Correct configuration |
| Misconfiguration: IP addresses for one or more nodes not included in the range of IP addresses used by load balancer to route requests | Enable access logging on Application server and verify traffic is reaching node Pass: Traffic appears on the suspect node Fail: No traffic appears on the suspect node | Correct routing |
Potential problem: Connectivity issues with one or more nodes
| Root cause | Test | Resolution |
|---|---|---|
| Node is unreachable from the loadbalancer | Verify that DNS name for node is correct and verify that there is network connectivity i.e. Telnet to the connector port of the node from the loadbalancer and check | Correct network |
Symptom: Requests aren't being distributed equally across all nodes
Potential problem: Load balancer misconfiguration
| Root cause | Test | Resolution |
|---|---|---|
| Misconfiguration: Load balancer not using the proper routing algorithm | Check loadbalancer access log against application logs and verify loadbalancer configuration from administration interfac i.e. Manually check with the browser each time and verify you are getting to other members of the pool by checking footer | Correct configuration |
Potential problem: Users bypassing load balancer
| Root cause | Test | Resolution |
|---|---|---|
| Configuration allows users to connect directly to each node | Verify that an untrusted member cannot access the node | Create filewall rules such that unauthorized users cannot connect to the node directly |
Potential problem: Connectivity issues with one or more nodes
| Root cause | Test | Resolution |
|---|---|---|
Symptom: Requests are not directed to the same node per client
Potential problem: Sessions aren't sticky
| Root cause | Test | Resolution |
|---|---|---|
| Misconfiguration: Load balancer | Troubleshooting load balancer stickiness | Correct configuration |
Symptom: Nodes are accessible and operational by the backdoor, but the base URL throws an error
Potential problem: Load balancer is down
| Root cause | Test | Resolution |
|---|---|---|
| Check for httpd processes running and check load balancer logs |
Potential problem: Load balancer misconfiguration
| Root cause | Test | Resolution |
|---|---|---|
| The connection pool for the connector on Tomcat is lower than the number of requests kept open by the loadbalancer to that node | Compare the connector configuration with the load balancer configuration, check for open connection numbers, and adjust the keepalive timeout. | |
| Incoming connection pool on the loadbalancer is exhausted | grep for number of open connections and compare with the load balancer configuration |
Performance
Symptom: High response time on one or more nodes
Potential problem: Node is resource starved
| Root cause | Test | Resolution |
|---|---|---|
| Process burning up resources on node (e.g. reporting, API calls) | Check resourcing on individual nodes (db/cpu/iowait/swap) | Allocate more resources to the individual node or configure loadbalancer to more fairly redirect traffic |
| Node server is underconfigured | Evaluate server performance monitoring data to identify bottlenecks |
Potential problem: Network link to node has bandwidth issues
| Root cause | Test | Resolution |
|---|---|---|
| Check network interfaces and connectivity between nodes | Ensure that there are adequate interfaces for the traffic |
Last modified on Jan 12, 2018
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