Jira Data Center logs show "Failed to send analytics event"
Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.
Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. 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
Summary
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
- Forward proxy settings in JIRA are incorrect.
- JIRA is affected by this bug: JRASERVER-47580 - JIRA Analytics events fail with a NullPointerException
Please notice that for Cause 2, the "caused by" statement in the Atlassian-jira.log will be different from the one quoted above. For details, please refer to the bug report (e.g., JRASERVER-47580 - JIRA Analytics events fail with a NullPointerException). - Jira analytics is mainly associated with reports generated by the JSM module. If you do not have the JSM module enabled, you may see this stack trace if the Jira Administration > System > Analytics option is enabled.
Resolution for Cause 1
Fix the forward proxy settings as per this article: Configure an outbound proxy for use in Jira server
Resolution for Cause 2
Check if JIRA is affected by the bug report JRASERVER-47580 - JIRA Analytics events fail with a NullPointerException. If so, apply Workaround 2 from the bug report or upgrade JIRA to a version that fixes the issue.
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.