Cannot Access After SQL Reboot

[Ryan Rosenthal]

Hello,

We recently had an issue with our SQL server and were forced to reboot. Since the issue started with the SQL server, we have not been able to access Jira Service Desk. The SQL server reboot fixed the issues we were having with other systems and I can access our instance of Jira's DB via SSMS but I still cannot access the portal for Jira Service Desk on our Jira Server.

[Andrew]

Hi @Ryan Rosenthal ,

Could You please clarify You rebooted only DB without service desk application?

Maybe java lost connection to DB and cannot establish it again. I always restart app after restarted DB.

B.R.

[Ryan Rosenthal]

Yes. Our DB is connected to a few other vital systems. The DB was restarted as a result of other systems reporting issues. We are not sure what caused the issue but the restart seems to have fixed all the other systems. I've rebooted the Jira server and services but it doesn't seem to help.

[Andrew]

The database is not broken? Could You please check that your user exist in 

SELECT * FROM cwd_user;

Also exist table app_user but I don't know how this table affect to system.Maybe You caught something interesting in log files?

C:\Atlassian\ApplicationData7\log\atlassian-jira.log

B.R.

[Ryan Rosenthal]

These are the errors in the log file. It looks like there is an issue with java perhaps.

2019-08-20 08:50:59,535 JIRA-Bootstrap ERROR [c.a.j.health.checks.TomcatConfigurationHealthCheck]
Required path chars: [ ] |
Configured path chars: null
Required query chars: [ ] | { } ^ \ ` " < >
Configured query chars: null

2019-08-20 08:50:59,551 JIRA-Bootstrap ERROR [c.a.jira.health.HealthChecks] Tomcat is misconfigured
2019-08-20 08:50:59,551 JIRA-Bootstrap ERROR [c.a.jira.health.HealthChecks] The server.xml file is missing parameters needed by Jira to handle requests that contain special characters.

2019-08-20 08:50:59,551 JIRA-Bootstrap ERROR [c.a.jira.startup.DefaultJiraLauncher] JIRA has failed to start because of the following errors: [(Event: Level = (EventLevel: error) , Key = (EventType: setup) , Desc = Tomcat is misconfigured , Exception = The server.xml file is missing parameters needed by Jira to handle requests that contain special characters.<br/>)]

[Nic Brough -Adaptavist-]

You will need to add configuration to the server.xml as the error message says.

See https://confluence.atlassian.com/jirakb/jira-server-startup-fails-with-tomcat-misconfigured-error-958453799.html for the details of what needs adding