'Something's gone terribly wrong. We've informed headquarters' when launching the Web Client
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 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.
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
You received 'Something's gone terribly wrong. We've informed headquarters' when loading the Hipchat Web Client.
Diagnosis
Environment
- Hipchat Server 1.3.1 and earlier
Causes
Cause 1: FQDN does not match Hostname/Domain Configuration
- The fully-qualified domain name (FQDN) used to access the Hipchat Server in the web browser does not match the hostname and domain configured in the Server admin > Network administration page.
Cause 2: Punjab service is offline
- The 'Punjab' service connects web traffic (HTTP/S) to the chat services (XMPP) inside of Hipchat Server. If this service is offline, the Web Client will fail to load when it's unable to reach the chat services inside the server.
To check if the service is up, log into the Hipchat Server terminal/command-line interface and run the following command:
ps aux | grep punjab
Here's a sample of Punjab service running:
Sample of Punjab Runningadmin 1985 0.0 0.0 8076 660 pts/0 S+ 10:16 0:00 grep --color=auto punjab hipchat 8849 0.0 0.7 186232 59500 ? Sl Oct19 7:13 /usr/bin/python /usr/local/bin/twistd -r epoll --umask=022 --pidfile=/var/run/hipchat/punjab.pid --syslog --prefix=punjab --facility=160 punjab --white_list=.hipchat.com --site_log_file=/dev/null
Here's a sample of Punjab service not running:
Sample of Punjab Not Runningadmin 1985 0.0 0.0 8076 660 pts/0 S+ 10:16 0:00 grep --color=auto punjab
Cause 3: Stale connection to the Hipchat Server
- Prior to Hipchat Server v1.3 build 1.3.7, a bug existed that would lead to expired/invalid connections to the Hipchat Server. When this occurred, some users would be able to log into the Hipchat Server Web Client while others were not able to.
Resolution
Resolution 1
Update the Hipchat Server network configuration in the Server admin > Network administration page to match the FQDN used to access the Hipchat Server in a web browser.
For example, if the Hipchat Server is accessed via https://hipchat.example.com, the Server admin > Network configuration should be configured as follows:
hostname: hipchat
domain: example.com
Changing the hostname and domain for Hipchat Server will temporarily disconnect all users.
Resolution 2
If the service is not running, execute this command from the Hipchat Server terminal/command-line interface to restart it:
sudo service punjab start
Resolution 3
Upgrade to Hipchat Server v1.3 build 1.3.7 or newer.
As a workaround, affected users can log into the Hipchat Server web interface and navigate to Profile >> Integrations then delete all integrations listed under this page with the "trashcan" icon.