Jira Log Analyzer error: We couldn't create your support zip. Scan failed

[Kevin Deuel]

Hi All,

After a restart, our Jira system can not run the Log Analyzer, we get a red bordered box at the top that says:

We couldn't create your support zip.

Scan failed

The log contains an error that says:

2019-05-11 16:56:31,689 http-nio-8080-exec-9 WARN kdeuel 1016x89x1 hbqlqt <ip_address> /plugins/servlet/troubleshooting/view/hercules/execute [c.a.t.stp.hercules.SupportToolsHerculesScanAction] Log scan failed

java.util.concurrent.ExecutionException: com.thoughtworks.xstream.mapper.CannotResolveClassException: head

Has anyone run into something similar and have any ideas on how to resolve?

Thanks!
-Kevin

[Kevin Deuel · Accepted solution]

It seems this corrected itself. I received an email update when the periodic scan completed and checked the system in the morning, and it was working again.

[Francisco Villar Romasanta]

We ran into the same problem, the loganalyzer tries to access confluence.atlassian.com

This URL has to be reachable, in our case it had to be configured in the firewall.

[Nic Brough -Adaptavist-]

Many times. but we need to know what the logs say about the real warning/error

[Kevin Deuel]

thanks Nic! I am adding full error here...

19-05-11 16:59:46,990 http-nio-8080-exec-12 WARN kdeuel 1019x159x1 hbqlqt <ip_address> /plugins/servlet/troubleshooting/view/hercules/execute [c.a.t.stp.hercules.SupportToolsHerculesScanAction] Log scan failed
java.util.concurrent.ExecutionException: com.thoughtworks.xstream.mapper.CannotResolveClassException: head
at java.util.concurrent.FutureTask.report(FutureTask.java:122)
at java.util.concurrent.FutureTask.get(FutureTask.java:206)
at com.atlassian.troubleshooting.stp.task.DefaultTaskMonitor.get(DefaultTaskMonitor.java:115)
at com.atlassian.troubleshooting.stp.hercules.SupportToolsHerculesScanAction.prepare(SupportToolsHerculesScanAction.java:77)
at com.atlassian.troubleshooting.stp.servlet.SupportToolsViewServlet.displayResults(SupportToolsViewServlet.java:207)
at com.atlassian.troubleshooting.stp.servlet.SupportToolsViewServlet.doGet(SupportToolsViewServlet.java:130)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:635)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:742)
at com.atlassian.plugin.servlet.DelegatingPluginServlet.service(DelegatingPluginServlet.java:37)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:742)
at com.atlassian.plugin.servlet.ServletModuleContainerServlet.service(ServletModuleContainerServlet.java:46)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:742)
... 53 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 58 filtered
at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:66)
... 1 filtered
at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:64)
... 36 filtered
at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30)
... 10 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 4 filtered
at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)
... 26 filtered
at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
... 24 filtered
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
at java.lang.Thread.run(Thread.java:748)
Caused by: com.thoughtworks.xstream.mapper.CannotResolveClassException: head
at com.thoughtworks.xstream.mapper.DefaultMapper.realClass(DefaultMapper.java:81)
at com.thoughtworks.xstream.mapper.MapperWrapper.realClass(MapperWrapper.java:125)
at com.thoughtworks.xstream.mapper.DynamicProxyMapper.realClass(DynamicProxyMapper.java:55)
at com.thoughtworks.xstream.mapper.MapperWrapper.realClass(MapperWrapper.java:125)
at com.thoughtworks.xstream.mapper.PackageAliasingMapper.realClass(PackageAliasingMapper.java:88)
at com.thoughtworks.xstream.mapper.ClassAliasingMapper.realClass(ClassAliasingMapper.java:79)
at com.thoughtworks.xstream.mapper.MapperWrapper.realClass(MapperWrapper.java:125)
at com.thoughtworks.xstream.mapper.ArrayMapper.realClass(ArrayMapper.java:74)
at com.thoughtworks.xstream.mapper.MapperWrapper.realClass(MapperWrapper.java:125)
at com.thoughtworks.xstream.mapper.SecurityMapper.realClass(SecurityMapper.java:71)
at com.thoughtworks.xstream.mapper.MapperWrapper.realClass(MapperWrapper.java:125)
at com.thoughtworks.xstream.mapper.CachingMapper.realClass(CachingMapper.java:47)
at com.thoughtworks.xstream.core.util.HierarchicalStreams.readClassType(HierarchicalStreams.java:29)
at com.thoughtworks.xstream.core.TreeUnmarshaller.start(TreeUnmarshaller.java:133)
at com.thoughtworks.xstream.core.AbstractTreeMarshallingStrategy.unmarshal(AbstractTreeMarshallingStrategy.java:32)
at com.thoughtworks.xstream.XStream.unmarshal(XStream.java:1486)