Connecting to HipChat Server with the HipChat Windows 4.0 client fails with "Somethings Gone Terribly Wrong"

Summary

When connecting to HipChat Server with the Windows HipChat 4.0 client, after providing your login details, HipChat tries to connect but fails with an error stating, "Something's Gone Terribly Wrong,".

Environment

• HipChat Server v1.3.x
• HipChat for Windows v4.0.1614
• HipChat for Windows v4.0.1617
• HipChat for Windows v4.0.1619

If experiencing the problem using HipChat for Windows v4.0.1610, please see HCPUB-12 as well.

Steps to Reproduce

1. Open HipChat for Windows
2. Select 'Get Started' under 'Log in to a HipChat team server'
3. Enter the address for the HipChat Server and press 'Continue'
4. Enter a valid email address and password, then press 'Log in'

If you were unable to get to step 4 of the steps to reproduce and were instead immediately taken to the "Actual Result" described below, you may be experiencing issue HCPUB-25. Refer to that ticket for details.

Expected Results

HipChat logs in successfully and loads the chat view.

Actual Results

After a minute or so of loading, an error stating "Something's Gone Terribly Wrong" will be displayed

Workarounds

Option 1 - Clear local storage
Please follow the steps listed to clear out the local storage:
https://confluence.atlassian.com/pages/viewpage.action?pageId=792500983

Option 2 - Rollback to a previous version

1. Uninstall the HipChat for Windows v4.0 client
2. Download a previous version by accessing https://<hcsFQDN>/downloads to retrieve the version bundled with HipChat Server or download Windows client v2.2.1397
3. Install previous version

Request for Additional Logs

If the workaround above is unsuccessful, please follow the steps below to collect additional logging to be sent to support:

1. Open Properties in the HipChat Windows shortcut (right-click, select Properties)
2. Add --remoteDebug and --logtofile to the end of the target path.
   Example: "C:\Program Files (x86)\Atlassian\HipChat4\HipChat.exe" --remoteDebug --logtofile
3. Select OK
4. Open up the HipChat for Windows client, but do not enter in the server address or log in
   Please use the Google Chrome web browser for the following steps.
5. Open a web browser and enter localhost:12345 into the address bar - the resulting page will say 'Inspectable Pages' and will list one 'HipChat' link
6. In the HipChat for Windows client, attempt to log into your HipChat Server to reproduce the "Something's gone terribly wrong" error
7. After the error has appeared, refresh the Chrome browser - a second link, without an icon, to 'HipChat' will appear under 'Inspectable Pages'
8. Click on the new 'HipChat' link and to load the web inspector
9. Select 'Console' in the top bar and check the box for 'Preserve log'
10. In the HipChat for Windows client, select 'Try again' to reattempt the connection to the HipChat Server
    The 'Console' tab in the web browser will show any errors that occur when attempting to reach your Server
11. After the "Something's gone terribly wrong," error occurs, right-click in the 'Console' tab of the web browser and select "Save as..." to save the output
12. In the web browser, click the 'Network' tab, right-click and select "Save as HAR with Content"
13. Now navigate to %userprofile%\AppData\Local\Atlassian\HipChat\Logs and send us the latest log.

Once this information has been collected, open a HipChat Server support ticket at https://support.atlassian.com/ and include the two log files for our review.