File upload from the desktop client fails with: Couldn't upload the file

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This article only applies to Atlassian's server products. Learn more about the differences between cloud and server.

This is for an outdated version of Hipchat Server

 This article applies to a version of Hipchat Server which will be deprecated soon. After that period the version will no longer be supported.

When will my version be deprecated?

The following versions have been deprecated:

  • Hipchat Server 1.3 (EOL Date: Aug 17, 2017)
  • Hipchat Server 2.0 (EOL Date: Jun 17, 2018)
  • Hipchat Server 2.1 (EOL Date: Dec 8, 2018)

The following version will be deprecated soon:

  • 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.

 

Problem

When uploading a file from the client, the horizontal gauge fills up and after a few seconds, the client displays: Couldn't upload the file.

Diagnosis

  • The following lines will be logged in /var/log/hipchat/coral.log:

    2017-02-27T13:23:43.638397+00:00 ip-10-74-69-194 coral-2: [/room/4/share/file#REQKSUISb] ALERT: 500 error processing request /room/4/share/file : error(111, 'Connection refused')
    2017-02-27T13:23:43.638449+00:00 ip-10-74-69-194 coral-2: [/room/4/share/file#REQKSUISb] ERROR: Sending API error: 500 - An internal error occurred.  Please try again later.
    ...
    2017-02-27T13:23:43.640837+00:00 ip-10-74-69-194 coral-2: [/room/4/share/file#REQKSUISb] socket.error: [Errno 111] Connection refused
  • The web-app via https://<fqdn>/chat cannot be opened. 

Cause

The network or host information is not properly set in one or many of the following files: 

  • /etc/localenv.sh

  • /etc/chef/solo.json

  • /etc/hosts

  • /etc/monit.d/host.monitrc

  • /etc/ovfenv.sh

If you're deploying Hipchat Server behind a load balancer then the host information in the files above should point to the DNS name you use to connect to Hipchat Server from your client, also known as your FQDN. 

For example, if you have an AWS ELB (Elastic Load Balancer) with a public DNS <elb_id>.<region_and_az>.elb.amazonaws.com in front of Hipchat Server:

  • The files above should not contain this public DNS. Instead, they should point to your actual FQDN: hipchat.<your_domain>.
  • The SSL certificate deployed at the ELB has to be the one generated for your FQDN by your CA. 

Resolution

Refer to the resolution steps in Hipchat clients unable to connect to Hipchat Server: Couldn't load Hipchat.

Last modified on Nov 2, 2018

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