After upgrading to JIRA Service Desk 3.2.x or greater, Service Desk project's navigation bar shows "Unable to render element due to an error"

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This Knowledge Base article was written specifically for the Atlassian Server platform. Due to the Functional differences in Atlassian Cloud, the contents of this article cannot be applied to Atlassian Cloud applications.

Problem

After upgrading to JIRA Service Desk 3.2.x or greater, observe the problems below while browsing a Service Desk project.

  • The project navigation bar will not render properly with message Unable to render element due to an error  on top of the bar.

  • Restricted to view any Service Desk related administration settings: Request typesRequest securityPortal settingsSatisfaction settingsEmail requests, Knowledge base, SLAs and Automation.




Diagnosis

Cause 1

  • The following appears in the atlassian-jira.log

    2016-08-30 22:12:51,923 http-nio-8320-exec-11 ERROR anonymous 1332x78x3 8rur7t 0:0:0:0:0:0:0:1 /browse/DESK [c.a.p.webresource.assembler.DefaultWebResourceAssembler] Error generating bigpipe content for 'sidebar-id': java.lang.NullPointerException
    java.util.concurrent.CompletionException: java.lang.NullPointerException
    	at java.util.concurrent.CompletableFuture.encodeThrowable(CompletableFuture.java:273)
    	at java.util.concurrent.CompletableFuture.completeThrowable(CompletableFuture.java:280)
    	at java.util.concurrent.CompletableFuture$AsyncSupply.run(CompletableFuture.java:1592)
    	at com.atlassian.jira.plugin.bigpipe.PrioritizedRunnable.run(PrioritizedRunnable.java:31)
    	at com.atlassian.jira.plugin.bigpipe.BigPipeService.lambda$executeSingleTask$1(BigPipeService.java:59)
    	at java.util.Optional.map(Optional.java:215)
  • The following appears in the atlassian-servicedesk.log

    2016-08-30 22:10:07,438 UpmAsynchronousTaskManager:thread-1 ERROR anonymous 1332x78x3 8rur7t 0:0:0:0:0:0:0:1 /rest/plugins/1.0/available/featured [atlassian.servicedesk.bootstrap.lifecycle] '2.3.6' version of Service Desk cannot be upgraded to '3.2.0-038-01'. Upgrade to '3.0.0' <= <version> < '3.2.0' first. com.atlassian.servicedesk.bootstrap.upgrade.UnsatisfiedVersionRequirementException: '2.3.6' version of Service Desk cannot be upgraded to '3.2.0-038-01'. Upgrade to '3.0.0' <= <version> < '3.2.0' first. at com.atlassian.servicedesk.bootstrap.upgrade.UpgradeRequirementsChecker.checkVersionRequirementForUpgrade(UpgradeRequirementsChecker.java:25) at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.checkAndRunUpgrades(PluginLifeCycle.java:256) at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.runPluginStartupSideEffectsImpl(PluginLifeCycle.java:183) at com.atlassian.servicedesk.bootstrap.lifecycle.LifecycleLock.writeImpl(LifecycleLock.java:97) at com.atlassian.servicedesk.bootstrap.lifecycle.LifecycleLock.runOnStartup(LifecycleLock.java:75)

Cause 2

  • The following appears in the atlassian-jira.log

    [c.a.p.webresource.assembler.DefaultWebResourceAssembler] Error generating bigpipe content for 'sidebar-id': Deadline exceeded 
    Error generating bigpipe content for 'activity-panel-pipe-id': Deadline exceeded 


Resolution

Cause 1

 Unfulfilled upgrade requirements. The minimum version to upgrade to JIRA Service Desk 3.2.x or greater is 3.0.x/3.1.x, this has also been stated in the FIZME upgrade notes.

If JIRA has been upgraded to 7.0.x/3.0.x or 7.1.x/3.1.x before, please check the following KB instead:


Prevention

  • Upgrade to at least JIRA 7.0.x with Service Desk 3.0.x before upgrading to JIRA 7.2.x with Service Desk 3.2.x or any other version after these.

Prequisite 

To be able to execute the following steps make sure that your JIRA is on Downngrade Version <= 7.1.9

You can find the downgrade version in system info page: JIRA Administration > System > Look for the line "jira.downgrade.minimum.version"

If you have upgraded to 7.2.x / 3.2.x

Follow these steps to downgrade from 7.2.x to 7.1.9 with SD 3.1.9 before upgrading back to 7.2.x:
  1. Download the JIRAServiceDesk 3.1.9 Server installer from one of the links below to install JIRA Core 7.1.9 +ServiceDesk 3.1.9.

  2. Install JIRA Service Desk Server 3.1.9 as a new separate standalone instance as a medium for the 'upgrade'. That being said, there should be a new JIRA_Home, JIRA_Installation, and new database for this Service Desk 3.1.9 instance.
  3. Once this new instance (3.1.9) is ready, shut it down.
  4. Allocate adequate application memory as per the Jira Sizing Guide and set the flag -Djira.downgrade.allowed=true to JSD 3.1.9 instance as per: Setting properties and options on startup

    This is to allow the downgrade to run properly.

  5. Start the new 3.1.9 instance.
  6. Take a latest XML backup from 7.2.x.

    Please prepare a maintainence window to do this, so that you can prevent users from accessing JIRA and creating/updating tickets - otherwise, you will lose those data as they won't be included in the XML backup.

  7. Restore the backup into the new 3.1.9 instance.

    There will be a message that needs to be acknowledged on the UI after selecting the backup for restoration. Acknowledge it, verify the correct backup file has been chosen and then click on the Restore button again to kick start the restoration process.

  8. Once done, admin will be logged out. Re-login to the 3.1.9 instance, ensure SD application is installed and licensed, and Agent features are available.
  9. Take an XML backup from 3.1.9 (good data) and restore it back to 7.2.x.
  10. If errors persist a Rollback is required please refer to the workaround described in  JSD-4211 - Getting issue details... STATUS
If you have upgraded to 3.3.x then you will need to use the workaround in  JRA-63367 - Getting issue details... STATUS
  1. Download the JIRAServiceDesk 3.1.9 Server installer from one of the links below to install JIRA Core 7.1.9 +ServiceDesk 3.1.9.

  2. Install JIRA Service Desk Server 3.1.9 as a new separate standalone instance as a medium for the 'upgrade'. That being said, there should be a new JIRA_Home, JIRA_Installation, and new database for this Service Desk 3.1.9 instance.
  3. Once this new instance (3.1.9) is ready, shut it down.
  4. Allocate adequate application memory as per the Jira Sizing Guide.

    To increase the application memory, please refer to Increasing Jira application memory.

  5. Set the flag -Djira.downgrade.allowed=true to JSD 3.1.9 instance as per: Setting properties and options on startup

    This is important in order to allow the downgrade to run properly.

  6. Start the new 3.1.9 instance.
  7. Take a latest XML backup from 7.3.x.

    Please prepare a maintainence window to do this, so that you can prevent users from accessing JIRA and creating/updating tickets - otherwise, you will lose those data as they won't be included in the XML backup.

  8. Perform the workaround in  JRA-63367 - Getting issue details... STATUS
  9. Restore the backup into the new 3.1.9 instance.

    There will be a message that needs to be acknowledged on the UI after selecting the backup for restoration. Acknowledge it, verify the correct backup file has been chosen and then click on the Restore button again to kick start the restoration process.

  10. Once done, admin will be logged out. Re-log in to the 3.1.9 instance, ensure SD application is installed and licensed, and Agent features are available.

    The steps below are optional to ensure the data will be downgraded completely in case the downgrade flag in step 3 above is not effective.


    1. Uninstall Service Desk application and license from the 3.1.9 instance.
    2. Restart the 3.1.9 instance.
    3. Re-installServiceDesk application v3.1.9 and apply the license.
  11. Take an XML backup from 3.1.9 (good data) and restore itbackto 7.3.x.
  12. If errors persist a Rollback is required please refer to the workaround described in  JSD-4211 - Getting issue details... STATUS

Cause 2

In JIRA 7.2 there were some changes made to the way that certain elements were rendered.

See related bug for more details:  JRASERVER-64095 - Getting issue details... STATUS

Description

After upgrading to JIRA Service Desk 3.2.x or greater, observe the problems below while browsing a Service Desk project. The project navigation bar will not render properly with message  Unable to render element due to an error  on top of the bar.

Product Jira, Confluence
Platform Server, Cloud, Data Center
Last modified on Oct 2, 2018

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