Troubleshooting Hipchat Server Upgrades
Platform notice: Server and Data Center only. This article only applies to Atlassian products on the server and data center platforms.
This is for an outdated version of Hipchat Server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.
The following versions have been deprecated:
- Hipchat Server 1.3 (EOL Date: Aug 17, 2017)
- Hipchat Server 2.0 (EOL Date: Jun 17, 2018)
- Hipchat Server 2.1 (EOL Date: Dec 8, 2018)
The following version will be deprecated soon:
- Hipchat Server 2.2 (EOL Date: May 30, 2019)
You can read more about Atlassian's End of Life policy here.
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.
Reminder: Remember to create a backup before you upgrade, either with a virtualization snapshot or using a data backup/export. See Back up and restore Hipchat Server for more details.
If you're upgrading from Hipchat Server 1.3 or older, you'll need at least 5GB of free disk space on the root partition. The upgrade will take at least 60 minutes to complete, and will require a reboot once it completes.
If you have trouble upgrading from 1.3, you may need to upgrade from the command line using
hipchat upgrade --force-upgrade
Upgrades from Hipchat Server 1.4.0 - 1.4.2 require that you run some extra command line steps before you upgrade.
tar -zxvf chat-113.tar.gz
cd chat-113 && sudo dont-blame-hipchat -c './install.sh'
hipchat upgrade --upgrade as usual.
If you have trouble upgrading from the web UI, we recommend upgrading using the CLI instead. Upgrades can take up to 10 minutes or more to complete if upgrading from version 1.4.0 and newer.
- Upgrade via the WebUI (just makes a shell call to the CLI) is the same as using the Hipchat CLI - hipchat upgrade.
- apt-get by itself is not the same as hipchat upgrade.
- We strongly advise against upgrading any Hipchat server components separately, unless instructed to otherwise by Atlassian Support.
- Any changes to Hipchat server update sources, unofficial updates to packages, installation of additional packages not included with Hipchat Server, Ubuntu update, database update, etc. may cause the application to perform poorly or encounter unexpected problems.
- The Hipchat Server upgrade process (hipchat upgrade -u) or via the web UI is the only supported method.
- The upgrade will include any software upgrades applicable to Hipchat Server components, as well as upgrades to the Operating System, when required.
- Hipchat server is a virtual appliance with a specific set of packages tailored for proper operation of the application. Users should not upgrade internal components on their own. Doing so will place the server into an unsupported configuration.
- Servers at 1.3.9 and older run Ubuntu version 12.04.
- Servers at 1.4.0 and newer run Ubuntu version 14.04.
- The upgrade from 1.3.9 and older not only includes an upgrade of Hipchat Server components, but it also includes a full operating system upgrade to Ubuntu 14.04.
- Please give the upgrade time to complete, and be aware that a server reboot is required after upgrading in order to boot into the new kernel and Operating System.
Run the following command from the HipChat Server terminal / SSH console to see if you can reach AWS upgrade file from the server:
wget -S --spider https://s3.amazonaws.com/hipchat-server-stable/update/production/hcs-2.4.1-2018.07.19.134050.tar.gz
Take note that the hcs-2.4.1-2018.07.19.134050.tar.gz parameter is to be replaced by the value obtained from the Hipchat Server Release Notes
A successful connection will show the following result, for example:
admin@hipchat:~$ wget -S --spider https://s3.amazonaws.com/hipchat-server-stable/update/production/hcs-2.4.1-2018.07.19.134050.tar.gz Spider mode enabled. Check if remote file exists. --2018-10-16 00:13:26-- https://s3.amazonaws.com/hipchat-server-stable/update/production/hcs-2.4.1-2018.07.19.134050.tar.gz Resolving s3.amazonaws.com (s3.amazonaws.com)... 18.104.22.168 Connecting to s3.amazonaws.com (s3.amazonaws.com)|22.214.171.124|:443... connected. HTTP request sent, awaiting response... HTTP/1.1 200 OK x-amz-id-2: Z/vNmzpJOYKtlUnoGXFeJloMKOJiiNloyF9baMl1m0SxkkMKgUB0ONcpzvwpE8QyQkwkwL5TmMs= x-amz-request-id: CCD859E89960E534 Date: Tue, 16 Oct 2018 00:13:27 GMT Last-Modified: Tue, 04 Sep 2018 14:09:38 GMT ETag: "3ca32603ed302e400a3e6a42add18565-169" Accept-Ranges: bytes Content-Type: application/x-tar Content-Length: 1416609271 Server: AmazonS3 Length: 1416609271 (1.3G) [application/x-tar] Remote file exists.
The following logs are essential for troubleshooting upgrades:
It is suggested that these logs be included whenever an upgrade issue is raised with Support. If in doubt, generate a diagnostics log bundle as mentioned below:
The Hipchat Server Support Toolkit includes a function to gather up information the current state of the server in the event of a failed upgrade. The upgrade diagnostics will generate an archive that can be sent to support. The archive will contain information useful for troubleshooting issues related to upgrading Hipchat Server. Please follow the instructions in the linked article for installing and running the tool.
Hipchat Server's built in diagnostics tool can also help provide useful information to support. The diagnostic can be invoked by running the following from the Hipchat Server's command line:
hipchat diagnostics -b
The above command will generate an encrypted bundle and passphrase. Please send both the bundle and passphrase to Hipchat Server Support for further analysis.
Forcing An Upgrade
Beginning with Hipchat server 1.2 build 1.2.7, we have included a --force-upgrade option. The force-upgrade option will force an upgrade from the very beginning. A user can re-attempt the upgrade using this syntax:
hipchat upgrade --force-upgrade
Offline upgrades as of v2.0 build 1.4.0
See How to perform offline upgrades in Hipchat Server for details.
- Firewall rule that blocks outbound access to required update servers (wget will fail)
- A proxy server is required for internet access, but, the Hipchat Server is not configured to use it:
- hipchat upgrade --show
- hipchat upgrade --proxy http://user:email@example.com:portnumber
- User is trying to upgrade the server to a certain version/build on the Beta channel but has configured the upgrade on Production channel instead (verify via hipchat upgrade --show or from Server admin > Upgrade)
- Interruptions or reboot while an upgrade is occurring
- Internet/network/power outage blocks part of an upgrade
Knowledge Base Articles
Hipchat Server displays 'We've been notified and will fix this issue' when connecting through a web browser
- User has upgraded some of the Operating System dependencies (e.g. libssl) separately on their own
- Not enough free space on the hard disk (verify via df -h)
PHP Error Undefined index: resetPasswordUrl on Sign In Page After Server Upgrade
Hipchat Server is inaccessible after an upgrade to 1.3.7 or later due to services unable to connect to database
Hipchat Server fails to upgrade due to mariadb unmet dependencies error
Uploaded files can't open and emoticons aren't loaded after Hipchat Server behind proxy is upgraded to 1.4.1
- Hipchat Server upgrade fails with the error ImportError No module named datetime
- Hipchat Server upgrade fails with the error ImportError No module named io
- Hipchat Server upgrade to 1.4.1 failed with Errno::EISDIR: Is a directory - /srv/rsyslog
Hipchat Server Upgrades to 2.2.0 fail to complete or pause requesting user input
monit scissortail alerts are received after upgrade from 1.1.x to 2.x
- Hipchat upgrade encounters apt lock errors
Hipchat Server upgrade fails with cannot execute binary file
- Hipchat Server upgrade throws error STDERR: dpkg: dependency error for libc6
- Hipchat Server upgrade hit into lock errors
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