[ECO-663] When using a Forge app on certain networks the app shows a error page that says it might be temporarily down or it may have moved permanently to a new web address.

Type: Bug
Resolution: Fixed
Priority: High
Component/s: Forge - App UI CDN
Labels:
- ecohelp

Symptom Severity:
Severity 2 - Major

Issue Summary

Forge app users receive an error message when accessing a Forge app.

The webpage at https://[dynamic hostname].cdn.prod.atlassian-dev.net/[context path] might be temporarily down or it may have moved permanently to a new web address.

Or a message such as

https://[dynamic hostname].cdn.prod.atlassian-dev.net/'s server IP address could not be found.

This only occurs on some corporate VPNs or certain DNS systems such as OpenDNS.

This is similar to

ECO-488: Uncaught Error while sending bridge message: Window did not load after 5000ms

but more generic, as that case was about jira:issueViewBackgroundScript

Steps to Reproduce

Install a Forge app with a globalPage or similar component that requires an iframe into a site
Configure the DNS to reject requests to Dynamic DNS hostnames or purge the cache quickly for hostnames that have a short TTL.
Access the globalPage

Expected Results

The Forge app displays correctly.

Actual Results

The iframe with the Forge app shows

Workaround

Ensure the DNS resolves the hostname to the CloudFlare DNS sites. You can test this with dig and testing the domain name in the error message, replace the hostname here as necessary

$ dig  [dynamic hostname].cdn.prod.atlassian-dev.net

; <<>> DiG 9.10.6 <<>> [dynamic hostname].cdn.prod.atlassian-dev.net
;; global options: +cmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 10807
;; flags: qr rd ra; QUERY: 1, ANSWER: 5, AUTHORITY: 0, ADDITIONAL: 1

;; OPT PSEUDOSECTION:
; EDNS: version: 0, flags:; udp: 1220
;; QUESTION SECTION:
;[dynamic hostname].prod.atlassian-dev.net. IN A

;; ANSWER SECTION:
[dynamic hostname].cdn.prod.atlassian-dev.net. 60 IN CNAME d1qem4azactru2.cloudfront.net.
d1qem4azactru2.cloudfront.net. 60 IN    A       18.67.93.9
d1qem4azactru2.cloudfront.net. 60 IN    A       18.67.93.107
d1qem4azactru2.cloudfront.net. 60 IN    A       18.67.93.17
d1qem4azactru2.cloudfront.net. 60 IN    A       18.67.93.40

;; Query time: 27 msec
;; SERVER: 192.168.1.1#53(192.168.1.1)
;; WHEN: Fri Feb 14 10:55:03 AEDT 2025
;; MSG SIZE  rcvd: 221

Note here, the IP addresses will be different based on your location, but the should all resolve to a cloudfront.net site.

You can also add the CloudFront (and other AWS) IP addresses as necessary as documented in

https://docs.aws.amazon.com/AmazonCloudFront/latest/DeveloperGuide/LocationsOfEdgeServers.html

- - Sort By Name
  - Sort By Date
  - Ascending
  - Descending
  - Thumbnails
  - List

forge-dns-error.png
14/Feb/2025 12:35 AM
152 kB
James Richards
image-2025-03-13-15-48-58-920.png
13/Mar/2025 5:48 AM
380 kB
Soloman Weng
image-2025-03-13-15-50-03-943.png
13/Mar/2025 5:50 AM
122 kB
Soloman Weng

is caused by: EXT-2807 Loading...

Soloman Weng made changes - 13/Mar/2025 10:49 PM

Assignee

New: Soloman Weng [ 5b680e435f1d ]

Soloman Weng made changes - 13/Mar/2025 5:50 AM

Attachment

New: image-2025-03-13-15-50-03-943.png [ 488955 ]

Soloman Weng made changes - 13/Mar/2025 5:49 AM

Attachment

New: image-2025-03-13-15-48-58-920.png [ 488954 ]

Yuwei Shen made changes - 13/Mar/2025 5:12 AM

Resolution		New: Fixed [ 1 ]
Status	Original: In Review [ 10051 ]	New: Closed [ 6 ]

Yuwei Shen made changes - 13/Mar/2025 5:03 AM

Status

Original: In Progress [ 3 ]

New: In Review [ 10051 ]

Quoc Lieu made changes - 04/Mar/2025 11:21 PM

Status

Original: Long Term Backlog [ 12073 ]

New: In Progress [ 3 ]

Peter Yu made changes - 25/Feb/2025 5:02 AM

Status

Original: Gathering Impact [ 12072 ]

New: Long Term Backlog [ 12073 ]

James Richards made changes - 19/Feb/2025 5:33 AM

Description

Original: h3. Issue Summary

Forge app users receive an error message when accessing a Forge app.
{noformat}
The webpage at https://[dynamic hostname].cdn.prod.atlassian-dev.net/[context path] might be temporarily down or it may have moved permanently to a new web address.{noformat}
Or a message such as
{noformat}
https://[dynamic hostname].cdn.prod.atlassian-dev.net/'s server IP address could not be found.{noformat}
This only occurs on some corporate VPNs or certain DNS systems such as OpenDNS.

This is similar to
* [~~ECO-488~~: Uncaught Error while sending bridge message: Window did not load after 5000ms|https://jira.atlassian.com/browse/ECO-488]

but more generic, as that case was about {{jira:issueViewBackgroundScript}}
h3. Steps to Reproduce
# Install a Forge app with a {{globalPage}} or similar component that requires an {{iframe}} into a site
# Configure the DNS to reject requests to Dynamic DNS hostnames or purge the cache quickly for hostnames that have a short TTL.
# Access the {{globalPage}}

h3. Expected Results

The Forge app displays correctly.
h3. Actual Results

The iframe with the Forge app shows
!forge-dns-error.png|width=100%!
h3. Workaround

Ensure the DNS resolves the hostname to the CloudFlare DNS sites. You can test this with {{dig}} and testing the domain name in the error message, replace the hostname here as necessary
{noformat}
$ dig [dynamic hostname].cdn.prod.atlassian-dev.net

; <<>> DiG 9.10.6 <<>> [dynamic hostname].cdn.prod.atlassian-dev.net
;; global options: +cmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 10807
;; flags: qr rd ra; QUERY: 1, ANSWER: 5, AUTHORITY: 0, ADDITIONAL: 1

;; OPT PSEUDOSECTION:
; EDNS: version: 0, flags:; udp: 1220
;; QUESTION SECTION:
;[dynamic hostname].prod.atlassian-dev.net. IN A

;; ANSWER SECTION:
[dynamic hostname].cdn.prod.atlassian-dev.net. 60 IN CNAME d1qem4azactru2.cloudfront.net.
d1qem4azactru2.cloudfront.net. 60 IN A 18.67.93.9
d1qem4azactru2.cloudfront.net. 60 IN A 18.67.93.107
d1qem4azactru2.cloudfront.net. 60 IN A 18.67.93.17
d1qem4azactru2.cloudfront.net. 60 IN A 18.67.93.40

;; Query time: 27 msec
;; SERVER: 192.168.1.1#53(192.168.1.1)
;; WHEN: Fri Feb 14 10:55:03 AEDT 2025
;; MSG SIZE rcvd: 221
{noformat}
Note here, the IP addresses will be different based on your location, but the should all resolve to a {{cloudfront.net}} site.

New: h3. Issue Summary

Forge app users receive an error message when accessing a Forge app.
{noformat}
The webpage at https://[dynamic hostname].cdn.prod.atlassian-dev.net/[context path] might be temporarily down or it may have moved permanently to a new web address.{noformat}
Or a message such as
{noformat}
https://[dynamic hostname].cdn.prod.atlassian-dev.net/'s server IP address could not be found.{noformat}
This only occurs on some corporate VPNs or certain DNS systems such as OpenDNS.

This is similar to
* [~~ECO-488~~: Uncaught Error while sending bridge message: Window did not load after 5000ms|https://jira.atlassian.com/browse/ECO-488]

but more generic, as that case was about {{jira:issueViewBackgroundScript}}
h3. Steps to Reproduce
# Install a Forge app with a {{globalPage}} or similar component that requires an {{iframe}} into a site
# Configure the DNS to reject requests to Dynamic DNS hostnames or purge the cache quickly for hostnames that have a short TTL.
# Access the {{globalPage}}

h3. Expected Results

The Forge app displays correctly.
h3. Actual Results

The iframe with the Forge app shows
!forge-dns-error.png|width=100%!
h3. Workaround
Ensure the DNS resolves the hostname to the CloudFlare DNS sites. You can test this with {{dig}} and testing the domain name in the error message, replace the hostname here as necessary
{noformat}
$ dig [dynamic hostname].cdn.prod.atlassian-dev.net

; <<>> DiG 9.10.6 <<>> [dynamic hostname].cdn.prod.atlassian-dev.net
;; global options: +cmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 10807
;; flags: qr rd ra; QUERY: 1, ANSWER: 5, AUTHORITY: 0, ADDITIONAL: 1

;; OPT PSEUDOSECTION:
; EDNS: version: 0, flags:; udp: 1220
;; QUESTION SECTION:
;[dynamic hostname].prod.atlassian-dev.net. IN A

;; ANSWER SECTION:
[dynamic hostname].cdn.prod.atlassian-dev.net. 60 IN CNAME d1qem4azactru2.cloudfront.net.
d1qem4azactru2.cloudfront.net. 60 IN A 18.67.93.9
d1qem4azactru2.cloudfront.net. 60 IN A 18.67.93.107
d1qem4azactru2.cloudfront.net. 60 IN A 18.67.93.17
d1qem4azactru2.cloudfront.net. 60 IN A 18.67.93.40

;; Query time: 27 msec
;; SERVER: 192.168.1.1#53(192.168.1.1)
;; WHEN: Fri Feb 14 10:55:03 AEDT 2025
;; MSG SIZE rcvd: 221
{noformat}
Note here, the IP addresses will be different based on your location, but the should all resolve to a {{cloudfront.net}} site.

You can also add the CloudFront (and other AWS) IP addresses as necessary as documented in
* https://docs.aws.amazon.com/AmazonCloudFront/latest/DeveloperGuide/LocationsOfEdgeServers.html

Emily Chiew made changes - 19/Feb/2025 2:52 AM

Status

Original: Needs Triage [ 10030 ]

New: Gathering Impact [ 12072 ]

James Richards made changes - 14/Feb/2025 6:47 AM

Remote Link

Original: This issue links to "EXT-2807 (Jira)" [ 988416 ]

New: This issue links to "EXT-2807 (Ecosystem Platform)" [ 988416 ]

Assignee:: Soloman Weng

Reporter:: James Richards

Affected customers:: 7 This affects my team

Watchers:: 20 Start watching this issue

Created:: 14/Feb/2025 12:42 AM

Updated:: 13/Mar/2025 10:49 PM

Resolved:: 13/Mar/2025 5:12 AM

Details

Description

Issue Summary

Steps to Reproduce

Expected Results

Actual Results

Workaround

Attachments

Attachments

Issue Links

Forms

Activity

People

Dates