Symptoms

JIRA fails to upgrade. The following error messages are reported in the JIRA log file:

Upgrade Error: JIRA is unable to migrate the User Directory configuration because the osuser.xml file does not contain a recognized configuration.
...

and accessing JIRA trough browser show the following message:

Cause

There are two causes of this issue due to JIRA limitations:

1. JRA-24161 - Getting issue details... STATUS
2. JRA-29071 - Getting issue details... STATUS

Workaround

Workaround for  JRA-24161 - Getting issue details... STATUS :

1. Copy osuser.xml to the new 4.3.* instance by following Upgrade Instructions.

   1. This file is located in JIRA_INSTALL/atlassian-jira/WEB-INF/classes

2. Edit osuser.xml. Remove additional repositories and make sure there is only one LDAP repository left.
   Make sure that after the upgrade there still exists an administrative account that can log in (i.e., ensure there is a member of jira-administrators in the local directory or keep an LDAP directory containing a member of jira-administrators).
3. Follow Connecting to an LDAP Directory to add the missing LDAP connections as a full LDAP directory. The system will pull all the users and groups into JIRA.

Workaround for  JRA-29071 - Getting issue details... STATUS

1. Copy osuser.xml to the new 4.3.* instance by following Upgrade Instructions.
2. Edit osuser.xml and add internal repositories into the problematic osuser.xml and re-run the upgrade process:

  <provider class="com.atlassian.jira.user.osuser.JiraOFBizCredentialsProvider">
        <property name="exclusive-access">true</property>
    </provider>
 
    <provider class="com.atlassian.jira.user.osuser.JiraOFBizProfileProvider">
        <property name="exclusive-access">true</property>
    </provider>
 
    <provider class="com.atlassian.jira.user.osuser.JiraOFBizAccessProvider">
        <property name="exclusive-access">true</property>
    </provider>
</opensymphony-user>

 Please see our Troubleshooting LDAP User Management documentation for further assistance with diagnosing LDAP problems.