Integration unable to reach Hipchat Server 2.0.4 or 2.0.7+ with SocketException: Connection reset
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
This is for an outdated version of Hipchat Server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.
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.
The problem described in this article does not impact Hipchat Server 2.0.5 and 2.0.6. The Cause section explains this further.
Problem
We couldn't reach your server is displayed while trying to integrate your Atlassian Server application with Hipchat Server. This problem could impact any Java-based Atlassian Server product, namely:
- Jira Server
- Confluence Server
- Bitbucket Server (formerly Stash)
- Bamboo Server
Below are screenshot examples from Confluence Server and Jira Server:
| Confluence Server | Jira Server |
|---|---|
 |  |
Diagnosis
The following exception will be thrown to atlassian-jira.log, atlassian-confluence.log, atlassian-bitbucket.log or atlassian-bamboo.log:
2016-12-06 09:37:01,976 http-bio-8080-exec-6 WARN aver43 576x370x1 xo13de 14.140.116.135,172.18.13.73,172.18.14.164 /rest/hipchat/integration/latest/installation/ping [plugins.hipchat.rest.HipChatLinkResource] Failed to ping HipChat. com.sun.jersey.api.client.ClientHandlerException: java.net.SocketException: Connection reset com.sun.jersey.api.client.ClientHandlerException: java.net.SocketException: Connection reset- The
-Dhttps.protocols=TLSv1and-Djdk.tls.client.protocols=TLSv1Java properties are present in your application's startup properties - No log entries related to the integration are found in the
/var/log/hipchat/nginx.logfile within Hipchat Server
Cause
The
-Djdk.tls.client.protocols=TLSv1and/or-Dhttps.protocols=TLSv1Java properties force outbound connections to the TLSv1.0 protocol.- Connections over TLS v1.0 are no longer supported in Hipchat Server v2.0.4 and newer. Note that due to a regression, TLS v1.0 support was enabled back in versions 2.0.5 and 2.0.6 of Hipchat Server and became unsupported again in 2.0.7.
Resolution
Update the Java startup properties in setenv.sh/sentenv.bat to either:
remove the
-Djdk.tls.client.protocols=TLSv1and-Dhttps.protocols=TLSv1properties- update the properties to
-Djdk.tls.client.protocols=TLSv1,TLSv1.2and-Dhttps.protocols=TLSv1,TLSv1.2to enable TLSv1.1 and TLSv1.2 connections