Hipchat Clients "No Internet" errors in networks without internet access
Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.
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
Problem
When running a HipChat thick client in enterprise or secure networks without internet access, the clients throws errors regarding Internet access.
When launching the client without an internet gateway, users are presented with the following error:
- Windows
- Linux
Diagnosis
Environment
- HipChat 4.30.X Clients for Windows, Mac and Linux
- Networks without internet access or gateways
- Networks unable to reach api.hipchat.com via HTTPS (Port 443 )
Cause
The clients perform two checks regarding network access.
- The first check is to api.hipchat.com to expect a certain response, if this is not received the client marks the network as "down".
- There is a second function, however the secondary network check function is not reached in the workflow, causing the network check to fail over and over.
Workaround
- Create a DNS record for api.hipchat.com to point to your HipChat Server FQDN or HipChat Datacenter FQDN
- Create a hosts file entry for api.hipchat.com to point to your FQDN of HipChat Server or Datacenter on your Windows, Linux or MacOS operating system.
Resolution
There is no resolution for this issue at present.
Last modified on May 14, 2018
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