"JIRA Software is currently unavailable" error after upgrading to JIRA 7 or newer

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Platform Notice: Server and Data Center Only - This article only applies to Atlassian products on the server and data center platforms.

Problem 1

After performing an upgrade to JIRA 7.0, the error message "JIRA Software is currently unavailable" is seen. This might be because an upgrade task has failed to run or has not yet completed" is displayed on the top of the page despite upgrading JIRA Software to the latest version.


The following appears in the atlassian-jira.log:

2015-12-22 11:17:23,423 localhost-startStop-1 ERROR [c.a.s.core.upgrade.PluginUpgrader] Upgrade failed: com.pyxis.greenhopper.jira.fields.NotSupported cannot be cast to com.pyxis.greenhopper.jira.fields.CustomIssueField
java.lang.ClassCastException: com.pyxis.greenhopper.jira.fields.NotSupported cannot be cast to com.pyxis.greenhopper.jira.fields.CustomIssueField
at com.pyxis.greenhopper.jira.configurations.ScrumDefaultConfiguration.getFlagField(ScrumDefaultConfiguration.java:261)
at com.pyxis.greenhopper.jira.configurations.ScrumDefaultConfiguration.init(ScrumDefaultConfiguration.java:99)
at com.atlassian.greenhopper.upgrade.GhUpgradeTask002.initScrumConfiguration(GhUpgradeTask002.java:105)
at com.atlassian.greenhopper.upgrade.GhUpgradeTask002.doUpgrade(GhUpgradeTask002.java:87)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)

Cause 1

JIRA is unable to find certain system fields that comes with the bundled plugins. Without these fields, the JIRA Software plugin will be unable to upgrade reliably.

Go to Resolution 1.


Problem 2

If JIRA Software was mistakenly upgraded to a later version and reverting back shows the error "JIRA Software is currently unavailable" but nothing is shown in the logs.

Restarting JIRA does not resolve this issue, and the only evidence that JIRA Software (Agile) was upgraded during start up logs as below (pay attention to task number 41 and 42 in example) -

The following JIRA Agile upgrade tasks have been run on this system
..
..
        JAG UpgradeTask  41 started at 07 Mar 2017 12:14 within JAG v7.0.11 (63b8de25536543e7)
        JAG UpgradeTask  41 ended   at 07 Mar 2017 12:14 within JAG v7.0.11 (63b8de25536543e7) and took 0 ms
        JAG UpgradeTask  42 started at 10 Oct 2018 03:31 within JAG v7.12.0-DAILY20180906101548 (41d291e8587c10b9)
        JAG UpgradeTask  42 ended   at 10 Oct 2018 03:31 within JAG v7.12.0-DAILY20180906101548 (41d291e8587c10b9) and took 2091 ms

But a mismatch is shown during Agile start up -

    *********************************************************************************
    Atlassian GreenHopper v7.0.11 #63b8de25536543e7 built 2016-01-19T18:17:24.285-05:00 - plugin started.  Get Agile!
    *********************************************************************************

JIRA should only be on version 7.0.11 but above logging shows upgrade task for 7.12.0 has been run then JIRA will run into problems such as Boards not showing up.

Cause 2

JIRA Software is using the later build done by the upgrade task even though it started with the correct version.

You can see that it is using the later build by searching for the following line in JIRA start up logs -

com.pyxis.greenhopper.jira:build

If build shows it is using 42 rather than 41 it means JIRA despite showing it started the correct version is using the wrong package.

To fix go to Resolution 2.

Resolution 1.

Always back up your data before performing any modification to the database. If possible, try your modifications on a test server.

  1. Execute the SQL below to check for any disabled plugin(s):

    SELECT * FROM pluginstate where pluginenabled = 'false';

    If this query does not return any rows, then the resolution outlined in this document is not applicable for your JIRA application instance. If there are valid rows returned, then please proceed to step number 2.

  2. Enable any plugin(s) that is disabled using the SQL query below:

    delete from pluginstate WHERE pluginkey='<pluginkey from query above>';
    
  3. Restart JIRA application.


Resolution 2.

Always back up your data before performing any modification to the database. If possible, try your modifications on a test server.


  1. Run below query to retrieve ID that will need to be updated

    select * from propertystring s, propertyentry e where e.entity_id = s.id and e.property_key = 'GreenHopper.Upgrade.Latest.Upgraded.Version'	
  2. Take above ID (not entity_id) and run the following query to check the value that would need to be changed

    select pe.id, pe.entity_name, pe.property_key, n.id, n.propertyvalue from propertyentry pe, propertynumber n where pe.id = '<id from above query>' and pe.id = n.id

    If value shows the exact same as the latest upgradeTask that is not for the JIRA version that should be running then it will need to be updated.

  3. Run the following update query to update the value 

    update propertynumber set propertyvalue = '<value of previous upgradeTask for this example it's 41>' where id = '<id from first query>'
  4. Restart Jira



DescriptionThis page discusses causes and resolution for the error message "JIRA Software is currently unavailable" after performing an upgrade to JIRA 7.0.



Last modified on Apr 5, 2020

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