Error: Can't reach the Hipchat services when triggering Hipchat Server export

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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.

This version of Hipchat Server is no longer supported

This article applies to a version of Hipchat Server which is beyond the Atlassian End of Life policy, and is no longer supported.

When was my version deprecated?

The following versions have been deprecated:

  • Hipchat Server 1.3 (EOL Date: Aug 17, 2017)

The following versions will be deprecated soon:

  • Hipchat Server 2.0 (EOL Date: Jun 17, 2018)
  • Hipchat Server 2.1 (EOL Date: Dec 8, 2018)
  • Hipchat Server 2.2 (EOL Date: May 30, 2019)

You can read more about Atlassian's End of Life policy here

You should upgrade to a more recent version of Hipchat Server as soon as you can to take advantage of new features, and security and bug fixes. If possible, you should also consider deploying Hipchat Data Center instead.

Problem

Triggering export from the Hipchat Server console and web interface no longer works. The following appears in the Console of Hipchat Server

admin@chat:~$ hipchat export --export --include_oto --include_attachments -p xxx --notify xxx@xxx.com
Error: Can't reach the hipchat services.
()

Completed
admin@chat:~$ hipchat export --export -p xxx --notify xxx@xxx.com
Error: Can't reach the hipchat services.
()

Completed
admin@chat:~$ hipchat export --export -p xxx 
Error: Can't reach the hipchat services.
()

From the web interface through https://<fqdn_or_ipaddress>/server_admin/export , the following error message is displayed when you trigger the Export

Looking at /var/log/hcapp.log, we will see the Failed to parse: someproxy.local:8080 exception, resulting to the WORKER TIMEOUT gunicorn.scissortail-web.error after 4 tries (3, 6, 12, 24 seconds)

2016-03-11T08:53:05.199562+00:00 chat scissortail-web:7139:INFO GID: 1 JID: 07b20dda-2e9e-4646-8fea-d391f5a9556a - Exception, retrying after 3 seconds: Failed to parse: someproxy.local:8080                                                                                   
2016-03-11T08:53:08.206135+00:00 chat scissortail-web:7139:INFO GID: 1 JID: 07b20dda-2e9e-4646-8fea-d391f5a9556a - Exception, retrying after 6 seconds: Failed to parse: someproxy.local:8080                                                                                   
2016-03-11T08:53:14.210035+00:00 chat scissortail-web:7139:INFO GID: 1 JID: 07b20dda-2e9e-4646-8fea-d391f5a9556a - Exception, retrying after 12 seconds: Failed to parse: someproxy.local:8080     
...
2016-03-11T08:53:26.214282+00:00 chat scissortail-web:7139:INFO GID: 1 JID: 07b20dda-2e9e-4646-8fea-d391f5a9556a - Exception, retrying after 24 seconds: Failed to parse: someproxy.local:8080    
...
2016-03-11T08:53:35.014566+00:00 chat gunicorn.scissortail-web.error: [7096] WORKER TIMEOUT (pid:7139)
2016-03-11T08:53:35.017878+00:00 chat gunicorn.scissortail-web.error: [7139] Worker exiting (pid: 7139)
2016-03-11T08:53:35.147347+00:00 chat gunicorn.scissortail-web.error: [10226] Booting worker with pid: 10226

Diagnosis

Environment

  • Hipchat Server 1.3.7

Diagnostic Steps

  • Check the status of scissortail through hipchat stats --monit-status and confirm that both of them are running properly
Process 'scissortail-worker-0'
  status                            Running
  monitoring status                 Monitored
  pid                               XXXX
  parent pid                        1
  uptime                            1h 4m 
  children                          0
  memory kilobytes                  28084
  memory kilobytes total            28084
  memory percent                    0.6%
  memory percent total              0.6%
  cpu percent                       0.0%
  cpu percent total                 0.0%
  data collected                    Fri, 11 Mar 2016 08:28:20

Process 'scissortail-web-0'
  status                            Running
  monitoring status                 Monitored
  pid                               XXXX
  parent pid                        1
  uptime                            1h 4m 
  children                          1
  memory kilobytes                  16328
  memory kilobytes total            44284
  memory percent                    0.4%
  memory percent total              1.0%
  cpu percent                       0.0%
  cpu percent total                 0.0%
  data collected                    Fri, 11 Mar 2016 08:28:20
  • Perform a hipchat service --restart and it did not help 
  • Went through the Troubleshooting Hipchat Server Export and Import and everything checks out. No warning or errors related to the issue
  • No specific errors related to the export issue appearing in the log entry of /var/log/coral.log
  • Checking on the /etc/environment, you will notice that there are additional entries such as the following. This is the cause to the issue:

    http_proxy=xxxx.local:8080
    https_proxy=xxxx.local:8080

Cause

Due to the customization of the /etc/environment file, the export is being redirected from its intended path, which causes it to fail. 

Resolution

Check through /etc/environment and remove the entry from there. Once done, the export should work again.

admin@chat:~$ hipchat export --export -p xxx
The export job was started successfully.

Completed


Last modified on Nov 2, 2018

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