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 Running

  admin     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 Running

  admin     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:

 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.