JIRA fails to send analytics events

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Symptoms

The following errors appear in the atlassian-jira.log ($JIRA_HOME/log/)


 2018-08-20 11:34:19,014 analyticsEventProcessor:thread-1 ERROR ... [c.a.a.client.listener.ProductEventListener] Failed to send analytics event com.atlassian.analytics.api.events.MauEvent@3d2105f7
 com.atlassian.cache.CacheException: com.atlassian.util.concurrent.LazyReference$InitializationException: javax.xml.stream.FactoryConfigurationError: Provider for class javax.xml.stream.XMLInputFactory cannot be created
 at com.atlassian.cache.memory.DelegatingCache.get(DelegatingCache.java:211)
 at com.atlassian.cache.memory.DelegatingCache.get(DelegatingCache.java:162)
...
Caused by: java.lang.RuntimeException: Provider for class javax.xml.stream.XMLInputFactory cannot be created
	at javax.xml.stream.FactoryFinder.findServiceProvider(FactoryFinder.java:367)
	... 45 more
Caused by: java.util.ServiceConfigurationError: javax.xml.stream.XMLInputFactory: Provider com.ctc.wstx.stax.WstxInputFactory not found
	at java.util.ServiceLoader.fail(ServiceLoader.java:239)

 

Cause

1) Forward proxy settings in JIRA are incorrect


2) JIRA is affected by this bug:

JRASERVER-47580 - Getting issue details... STATUS


Please notice, for Cause 2, the "caused by"  statement in the atlassian-jira.log will be different from the one quoted above. Please reference the bug report (i.e.  JRASERVER-47580 - Getting issue details... STATUS ) for details.


Resolution for Cause 1

Fix the forward proxy settings as per this article:
https://confluence.atlassian.com/jirakb/how-to-configure-an-outbound-http-and-https-proxy-for-jira-applications-247857187.html


Resolution for Cause 2


Check if JIRA is  affected by the bug report JRASERVER-47580 - Getting issue details... STATUS  and apply either Workaround 2 from the bug report or upgrade JIRA to a version where the issue is fixed.


Last modified on Nov 2, 2018

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