Summary

After upgrading to Jira Align 10.127.x or higher from a version equal to or lower than 10.126.x, the Backoffice service is not starting. This can lead to secondary symptoms such as email notifications not being sent.

Environment

Jira Align Self-Hosted

Diagnosis

• The Backoffice service log C:\log\AgileCraft_BackOffice_[CUSTOMER_NAME]-Backbone-<TIMESTAMP> reports the following errors when the Backoffice service attempts to start:

  Click here to expand...

  {
      "Timestamp": "2023-12-15T11:56:46.4918217+01:00",
      "Level": "Information",
      "MessageTemplate": "Restricted to task",
      "Properties": {
          "Task": "BackOffice",
          "ThreadId": 4,
          "MachineName": "EC2AMAZ-OGV7QNC",
          "ServiceName": "AgileCraft_BackOffice_FXPCORP",
          "Build": "10.127.2.27401",
          "Product": "AgileCraft.Backbone",
          "Event": "OnStart"
      }
  }
  {
      "Timestamp": "2023-12-15T11:56:46.5230848+01:00",
      "Level": "Error",
      "MessageTemplate": "OnStart",
      "Exception": "System.Configuration.ConfigurationErrorsException: Missing required connection string with key Main\r\n   at AgileCraft.Backbone.BackboneSettingsProvider.GetSettings(Configuration config) in C:\\projects\\alignintegration\\AgileCraft.Backbone\\BackboneSettingsProvider.cs:line 30\r\n   at AgileCraft.Backbone.BackboneService.OnStart(String[] args) in C:\\projects\\alignintegration\\AgileCraft.Backbone\\BackboneService.cs:line 132",
      "Properties": {
          "ThreadId": 4,
          "MachineName": "EC2AMAZ-OGV7QNC",
          "ServiceName": "AgileCraft_BackOffice_FXPCORP",
          "Build": "10.127.2.27401",
          "Product": "AgileCraft.Backbone",
          "Event": "OnStart",
          "ExceptionDetail": {
              "HResult": -2146232062,
              "Message": "Missing required connection string with key Main",
              "Source": "AgileCraft.Backbone",
              "StackTrace": "   at AgileCraft.Backbone.BackboneSettingsProvider.GetSettings(Configuration config) in C:\\projects\\alignintegration\\AgileCraft.Backbone\\BackboneSettingsProvider.cs:line 30\r\n   at AgileCraft.Backbone.BackboneService.OnStart(String[] args) in C:\\projects\\alignintegration\\AgileCraft.Backbone\\BackboneService.cs:line 132",
              "TargetSite": "AgileCraft.Backbone.BackboneSettings GetSettings(System.Configuration.Configuration)",
              "BareMessage": "Missing required connection string with key Main",
              "Filename": null,
              "Line": 0,
              "Errors": [
                  {
                      "Message": "Missing required connection string with key Main",
                      "BareMessage": "Missing required connection string with key Main",
                      "Filename": null,
                      "Line": 0,
                      "Errors": [
                          {
                              "Message": "Missing required connection string with key Main",
                              "BareMessage": "Missing required connection string with key Main",
                              "Filename": null,
                              "Line": 0,
                              "Errors": [
                                  {
                                      "Message": "Missing required connection string with key Main",
                                      "BareMessage": "Missing required connection string with key Main",
                                      "Filename": null,
                                      "Line": 0,
                                      "Errors": [
                                          {
                                              "Message": "Missing required connection string with key Main",
                                              "BareMessage": "Missing required connection string with key Main",
                                              "Filename": null,
                                              "Line": 0,
                                              "Errors": [
                                                  null
                                              ],
                                              "Data": {},
                                              "InnerException": null,
                                              "TargetSite": null,
                                              "StackTrace": null,
                                              "HelpLink": null,
                                              "Source": null,
                                              "HResult": -2146232062
                                          }
                                      ],
                                      "Data": {},
                                      "InnerException": null,
                                      "TargetSite": null,
                                      "StackTrace": null,
                                      "HelpLink": null,
                                      "Source": null,
                                      "HResult": -2146232062
                                  }
                              ],
                              "Data": {},
                              "InnerException": null,
                              "TargetSite": null,
                              "StackTrace": null,
                              "HelpLink": null,
                              "Source": null,
                              "HResult": -2146232062
                          }
                      ],
                      "Data": {},
                      "InnerException": null,
                      "TargetSite": null,
                      "StackTrace": null,
                      "HelpLink": null,
                      "Source": null,
                      "HResult": -2146232062
                  }
              ],
              "Type": "System.Configuration.ConfigurationErrorsException"
          }
      }
  }

• Email notifications are no longer being sent

Cause

This error is due to the deprecation of AgileCraftServer starting with Jira Align 10.127.x.

Solution

If the Jira Align installation you want to upgrade from has a version lower than 10.127.x (first version in which AgileCraftServer was deprecated), you need to follow the steps to upgrade outlined in Section 3.1 of the Upgrade self-hosted Jira Align instances documentation.

If you have not followed the steps, you can:

1. Uninstall the existing service with the command:

   C:\[ROOT_DIRECTORY]\[CUSTOMER_DATABASE]\BackofficeService\AgileCraft.Backbone.exe --uninstall --task BackOffice --suffix AgileCraftServer

2. Copy the new AgileCraft.Backbone.exe.config from the source directory (i.e. C:\[ROOT_DIRECTORY]\[CUSTOMER_DATABASE]\Releases\10.127.2.98\Sources\BackofficeService)

3. Update the connection string:

   1. <add name="Main" connectionString="Data Source=<HOSTNAME>;Initial
      Catalog=<CUSTOMER_DATABASE>;Integrated Security=False;User
      Id=<JIRAALIGN_SQL_USER>;Password=<SQL_PASSWORD>;Encrypt=yes;TrustServerCertificate=T
      rue;MultipleActiveResultSets=True;" />

4. Re-install the service with the command:

   1. C:\[ROOT_DIRECTORY]\[CUSTOMER_DATABASE]\BackofficeService\AgileCraft.Backbone.exe --install --task BackOffice --suffix [CUSTOMER_DATABASE]