Error occurred: unable to retrieve data from server. Lee logs for details.

[Darya_Koyfman]

Today my company got upgrade on 50 more liceses for JIRA. I gave out several of them to new users. All of them on "Create" event get this error message:

"Error occurred: unable to retrieve data from server. See logs for details."

Please Help!!!

[Kian Stack Mumo Systems]

Hey Darya, 

I haven't seen that sort of problem before. Is there a stack trace you can pull from the log for more information?

Thanks, 

Kian

[Darya_Koyfman]

Hi Kian,

Actually, it happened with all users. We can't Create. IT rebooted the server on Friday and it was booting for a long time. I don't know what to do. I'm creating ticket with Atlassian I guess.

[Darya_Koyfman]

[Kian Stack Mumo Systems]

Thanks, 

So you are not able to generate a stack trace through the "Troubleshooting and Support tools?. 

Try navigating to "Admin">"System">"Troubleshooting and Support Tools">"Create Support Zip". 

If you can generate a log file, you may be able to get a stack trace from there. 

[Nic Brough -Adaptavist-]

There's definitely something broken on the back end.  What do the logs say the problem is?

[Darya_Koyfman]

[Kian Stack Mumo Systems]

So it looks like there is are several database errors. I would highly recommend that you look in the logs for a stack trace. This doesn't help me without being able to see the stack trace itself. 

[Darya_Koyfman]

I created Support Zip. There are many folders. Which one do you think i should check?

[Darya_Koyfman]

[Darya_Koyfman]

[Kian Stack Mumo Systems]

Check the "application-logs" and the "atlassian-jira.log"

[Darya_Koyfman]

we have noticed the apache services are not running?  Is this ok..  

[Kian Stack Mumo Systems]

If Apache is supposed to be redirecting traffic to your instance, yes this could be one issue. 

[Darya_Koyfman]

We tried to start the sevice and got error:

[Nic Brough -Adaptavist-]

If the Jira Tomcat wasn't running somewhere, you would not get any form of connection to it (you certainly wouldn't be able to get the screens for workflow edits or support logging shown above)

I suspect your service is not configured correctly, and looking in the wrong place.

[Darya_Koyfman]

Nic, Kian,

Is it possible that it happened after I placed the new license key for 100 people (we used to have 50), or it's just a coincidence? It happened right after that. 

And thank you for your help! I opened Sev.1 ticket with technical support just in case.

[Darya_Koyfman]

The problem was resolved. We just needed to upgrade our plug-ins into 100 as well.

Thank you for your support.