Problem

After completing an upgrade process to the latest version, users are no longer able to launch a chat session, both on desktop and web client.

The following error appears in the browser / desktop client:

Error: Unable to start session
We were unable to start a chat session for you at this time. Please wait a minute and try again.

Diagnosis

Environment

• The Hipchat Server is using a internally signed CA SSL certificate. When an openssl check is ran outside of the trusted system, the following output is observed:

  verify error:num=19:self signed certificate in certificate chain
  verify return:0

Diagnostic Steps

• No changes to Hipchat Server SSL certificate / network environment prior to the upgrade
• The chat client is working normally prior to the upgrade process
• Restarting the services and even a full reboot of the VM does not help
• No specific errors shown in HAR file generated when launching the web client that relates to the issue (All requests shows 200 OK)

• Running a cURL command from the machine that you are using shows a proper 302 URL redirection:

  HipChat-MacBook-Pro:~ hipchat$ curl https://hipchat.example.com/chat
  <h1>302 - Found</h1><p><a href="https://hipchat.example.com/sign_in?d=%2Fchat">https://hipchat.example.com/sign_in?d=%2Fchat</a></p>

Cause

No specific cause known.

Resolution

1. Generate a self signed certificate by running the hipchat certificates -f command:

   admin@hipchat:~$ hipchat certificates -f
   Creating a new key and self-signed certificate
   
   Completed

2. Once done, reimport the certificate back to the system by using either one of the methods below:

   1.  METHOD #1: hipchat certificates -i command through the terminal / SSH console of the server. For example:

      admin@hipchat:~$ hipchat certificates -i /home/admin/ssl_certificate.pem
      Importing Certificate/Key
      
      Completed

   2. METHOD #2: web interface. You need to access the web UI through the IP address to login and reupload the certificate chain through the https://<fqdn>/server_admin/ssl page:

      

      
      
      
      

      
      Once the process is completed, you should be able to launch the web / desktop client as per normal again