Error message after upgrade/restart - Timeout exceeded waiting for service

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The Fisheye/Crucible User Interface does not load or the users are unable to log in.


One of the following error is shown on the browser page and/or in the atlassian-fisheye-YYYY-MM-DD.log file.

Stack trace - option #1

javax.servlet.ServletException: javax.servlet.ServletException: javax.servlet.jsp.JspException: javax.el.ELException:$ServiceTimeoutExceeded: 
  Timeout exceeded waiting for service -

Stack trace - option #2

ERROR [FelixDispatchQueue ] com.atlassian.plugin.osgi.container.felix.FelixOsgiContainerManager FelixOsgiContainerManager$BundleRegistration-frameworkEvent - Framework error in bundle com.atlassian.activeobjects.activeobjects-plugin
org.osgi.framework.ServiceException: Service factory exception: org.springframework.osgi.service.ServiceUnavailableException: service matching filter=[(objectClass=com.atlassian.sal.api.transaction.TransactionTemplate)] unavailable
  at org.apache.felix.framework.ServiceRegistrationImpl.getFactoryUnchecked(
  at org.apache.felix.framework.ServiceRegistrationImpl.getService(
Caused by: org.springframework.osgi.service.ServiceUnavailableException: service matching filter=[(objectClass=com.atlassian.sal.api.transaction.TransactionTemplate)] unavailable
Caused by: org.springframework.osgi.service.ServiceUnavailableException: service matching filter=[(objectClass=com.atlassian.sal.api.transaction.TransactionTemplate)] unavailable



There are four possible causes to this behaviour:

  1. Multiple copies of Applinks and/or SAL plugin JARs are present in the Fisheye installation. These JARs can be checked under the following directories:
    • <FISHEYE_INST>/var/plugins/bundled/
    • <FISHEYE_INST>/var/plugins/user/
    • <FishEye Installation Directory>/lib/
  2. The application initialises slowly and the plugin start up times-out.
  3. A corrupt plugin JAR (or more than one) and/or corrupt cache status in the installation.
  4. An unsupported version of Java has recently been installed.


According to the possible causes the following resolutions are suggested:

  1. Remove duplicate plugin JAR files
    1. Remove the multiple copies of plugin JAR files from the following directories ensuring that there is only a single copy of each JAR file inside the <FISHEYE_INST>/var/plugins/bundled/ folder:
      1. <FISHEYE_INST>/var/plugins/user/
      2. <FishEye Installation Directory>/lib/

      The list of JARs present inside <FISHEYE_INST>/var/plugins/bundled/ should be:

      sal-fisheye-plugin-x.x.jar (should ideally be the same version bundled with the FishEye release)

      The list of JARs present under lib/ should be:

    2. Make sure no other directories that contain JARs were accidentally copied to incorrect locations, e.g. the following directory locations are not valid:
      1. <FISHEYE_INST>/lib
      2. <FISHEYE_INST>/var/lib

  2. Increase the plugin timeout setting

    Increase the timeout by providing the following additional JVM parameter, the following will increase the timeout to 300 seconds:


    The default plugin timeout is 60 seconds. 


  3. Remove Corrupt JAR files/JAR cache

    Check the content of the <FISHEYE_INST>/var/plugins/config/ file to see whether there are any plugins reported to be in the "false" (disabled) state. If such entries are present as shown in the following snippet:


    1. Shutdown Fisheye

    2. Backup the file and remove all lines that are not commented
    3. Start Fisheye

    Otherwise, remove all plugins and the plugin cache:

    1. Shutdown Fisheye.
    2. Backup and delete the contents of the following folders:
      1. <FISHEYE_INST>/var/plugins 
      2. <FISHEYE_INST>/var/osgi-cache
    3. Start Fisheye (this will recreate the above folders minus any individually downloaded plugins).

  4. Ensure Correct Java Version Is Referenced By Fisheye/Crucible
    1. Ensure that an appropriate Java JVM is installed. See Supported Platforms for more information.
    2. Ensure that java is in the PATH, or that the JAVA_HOME environment variable is set and check that the correct Java is referenced in wrapper.conf if running Fisheye as a service on Windows.

  5. Delete OSGI cache by removing:
    1. FISHEYE_INST/cache/plugins/osgi-cache
    2. <FishEye Installation Directory>/cache/plugins/osgi-cache

Further Troubleshooting

If the problem persists, please contact Atlassian Support and attach the following information to the Support ticket:

  1. A list of the JARs in the following locations:
    1. <FISHEYE_INST>/var/plugins/bundled/ 
    2. <FISHEYE_INST>/var/plugins/user/
    3. <FishEye Installation Directory>/lib/
  2. A Zip file of the <FISHEYE_INST>/var/log directory after:
    1. Uncommenting the following block of lines from your /log4j.xml file

      <!--<logger name="com.atlassian.plugin">-->
              <!--<level value="debug"/>-->
              <!--<appender-ref ref="debuglog" />-->
              <!--<appender-ref ref="console" />-->
    2. Restarting Fisheye.
    3. Reproducing the error.

      This will log a lot of plugin related debug messages in the log file which will hopefully provide us with enough information to deduce the cause of the problem.
Last modified on Nov 2, 2018

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