Error 500 navigating to Versions and Licenses page - ServletException
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
Problem
Navigating to versions and license page leads to an error 500.
The following appears in the "atlassian-jira.log" and UI along with the error 500.
Technical details
Log's referral number: d06dff21-57f2-47b3-a1c9-202ea64081fd
Cause
Referer URL: http://<hostname>/secure/admin/WebSudoAuthenticate!default.jspa?webSudoDestination=%2Fplugins%2Fservlet%2Fapplications%2Fversions-licenses
java.lang.RuntimeException: javax.servlet.ServletException: Servlet execution threw an exception
java.lang.RuntimeException: javax.servlet.ServletException: Servlet execution threw an exception
at com.atlassian.servicedesk.internal.util.scala.ScalaJavaInterOp$1.apply(ScalaJavaInterOp.java:27) [?:?]
at com.atlassian.servicedesk.internal.utils.context.CustomerContextUtil$.outOfCustomerContext(CustomerContextUtil.scala:48) [?:?]
at com.atlassian.servicedesk.internal.utils.context.CustomerContextUtil.outOfCustomerContext(CustomerContextUtil.scala) [?:?]
at com.atlassian.servicedesk.internal.utils.context.CustomerContextServiceImpl.outOfCustomerContext(CustomerContextServiceImpl.java:24) [?:?]
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.outOfCustomerContext(CustomerContextSettingFilter.java:164) [?:?]
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilterImpl(CustomerContextSettingFilter.java:120) [?:?]
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:112) [?:?]
at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:64) [atlassian-plugins-servlet-4.1.0-m002.jar:?]
at com.atlassian.plugin.servlet.filter.IteratingFilterChain.doFilter(IteratingFilterChain.java:37) [atlassian-plugins-servlet-4.1.0-m002.jar:?]
at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter$1.doFilter(DelegatingPluginFilter.java:58) [atlassian-plugins-servlet-4.1.0-m002.jar:?]
at com.atlassian.analytics.client.filter.JiraAnalyticsFilter.doFilter(JiraAnalyticsFilter.java:42) [?:?]
at com.atlassian.analytics.client.filter.AbstractHttpFilter.doFilter(AbstractHttpFilter.java:39) [?:?]
at com.atlassian.plugin.servlet.filter.DelegatingPluginFilter.doFilter(DelegatingPluginFilter.java:64) [atlassian-plugins-servlet-4.1.0-m002.jar:?]
...
Caused by: javax.servlet.ServletException: Servlet execution threw an exception
...
Caused by: com.google.common.util.concurrent.ExecutionError: java.lang.NoClassDefFoundError: org/ietf/jgss/GSSException
...
Caused by: java.lang.NoClassDefFoundError: org/ietf/jgss/GSSException
...
Caused by: java.lang.ClassNotFoundException: org.ietf.jgss.GSSException not found by com.atlassian.upm.application-plugin [180]
at org.apache.felix.framework.BundleWiringImpl.findClassOrResourceByDelegation(BundleWiringImpl.java:1532) [org.apache.felix.framework-4.2.1.jar:?]
at org.apache.felix.framework.BundleWiringImpl.access$400(BundleWiringImpl.java:75) [org.apache.felix.framework-4.2.1.jar:?]
at org.apache.felix.framework.BundleWiringImpl$BundleClassLoader.loadClass(BundleWiringImpl.java:1955) [org.apache.felix.framework-4.2.1.jar:?]
at java.lang.ClassLoader.loadClass(ClassLoader.java:357) [?:1.8.0_51]
... 253 moreCause
The issue has a root cause in the proxy configuration, specifically related to NTLM proxy.
If NTLM is not in use, see UPM-5223 as another bug with a similar symptom.
Workaround
Remove the proxy parameters or disable connection to Marketplace.
Resolution
This issue has been mentioned here at When using NTLM proxy, NoClassDefFoundError for class /ietf/jgss/GSSException and it has won't fix status since Atlassian does not support Proxy/SSL.
The proxy configuration needs to be changed.
Please note that configuring/supporting SSL/Proxy is not covered under Atlassian Support Offerings since customers use a variety of products and configurations. A great way to get support for unsupported queries is to ask questions on Atlassian Answers, our active user-community Q&A site.
However, Atlassian still provides some guidelines as below, but still as mentioned in the documents they are not included in support offerings.