JIRA fails to send analytics events

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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)


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.

3) Jira analytics is mainly associated with reports that are generated with respect to the JSM module . If you do not have the JSM module enabled, You may see this stack trace if Jira Administration > System > Analytics option is enabled 

Resolution for Cause 1

Fix the forward proxy settings as per this article:

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.

Resolution for Cause 3

If you are not using the Jira service Management module, Jira's analytics can be turned off as a system setting:
> System > Advanced > Analytics, select Disabled, and Save your changes.

Last modified on Jun 29, 2022

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