Unable to decrypt file while importing into Hipchat Server

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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This is for an outdated version of Hipchat Server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.

When will my version be deprecated?

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.


While trying to upload an exported archive into Hipchat Server, you receive the following error after entering in the archive password:

Unable to decrypt archive.



  • Hipchat Server 2.2.x and earlier


This can be caused by the following:

  • The archive was not generated by another Hipchat Server or support-initiated Hipchat Cloud export
  • The wrong password was used to decrypt the archive
  • The archive file is corrupted 
  • The archive cannot be accessed/reached by the importer
  • The archive password contains special characters that need to be escaped
  • During the decompression step of the import, the /tmp filesystem is filled up.


Current resolution is to check the following:

  • Verify that the archive came from another Hipchat Server and not from a self-initiated Hipchat Cloud group export. If not, the import will continue to fail.
  • To test if the archive is corrupted or the wrong password was used during the import:
    1. copy the archive file to your Hipchat Server
    2. run the following command to manually decrypt the archive:

      openssl aes-256-cbc -d -in /path/to/export/export_file.tar.gz.aes -out /path/to/desired/output/location/export_file.tar.gz -pass pass:<passwordHere>

      If it still can't be accessed with the password, it is possible that it's either corrupted or you have the wrong password. In either case, re-export the data to generate a new archive.

  • If the archive cannot be accessed due to network restrictions, you can:

    • download the archive and host it on an internal file server, then import the file from the internal file server

    • download the archive and upload it to the Hipchat Server to which you wish to import, then import the file using an absolute file-path to the archive file
  • If the password includes one of the known problematic characters below, either:

    • re-run the export with a password that excludes the problematic special characters

    • from the Hipchat Server command-line interface/terminal, import the bundle with the hipchat import command and encapsulate the password in double-quotes ("abc123$<>")

    Known problematic characters:

    $ < >
  • If the /tmp filesystem is being filled up during the import, please see Hipchat Server disk space is full and/or Increasing disk capacity to either clear up space on the root partition, or to extend it.

Last modified on Nov 2, 2018

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