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  1. Admin Experience
  2. AX-726

Can't access Billing page - Error: We can't load this page right now

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    • Minor

      Summary

      When trying to access the billing page inside the User Management, I got this page with the error "We can't load this page right now".

      Environment

      Cloud

      Steps to Reproduce

      1. Be sure to be part of the site-admins group, so the Site Administration content can be accessed
      2. Click on the Application Navigator > Site Administration
      3. Click on Billing on the sidebar and select any of the options (e.g. Manage subscriptions)

      Expected Results

      The content of the page should be loaded

      Actual Results

      No content is loaded. Only the "We can't load this page right now" information is displayed.

      Notes

      • Error in the console 
        {"exception":"com.atlassian.billing.ux.infra.ClientException","path":"/api/billing/bill-estimate","trace":"b6f5450de545fa7f","error":"Internal Server Error","message":"HTTP 500 Server Error for (GET) https://billing-api-gateway.prod.atl-paas.net/api/entitlement-groups/04ee47d7-8720-49ed-9a90-af3a9cf840f1/bill-estimate","timestamp":"2019-02-12T20:21:19.291+0000","status":500,"span":"819840f8ac30373d"}
      • Error in network tab 
        {"timestamp":"2019-02-12T20:48:11.374+0000","status":500,"error":"Internal Server Error","exception":"com.netflix.zuul.exception.ZuulException","message":"GENERAL"}
      • This happened in the past, https://jira.atlassian.com/browse/JRACLOUD-68082

      Workaround

      • accessing the browser through incognito mode
      • accessing using a different browser
      • clear all the cache/cookies tied to the Atlassian products

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        2. image-2019-02-12-19-13-50-010.png
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            [AX-726] Can't access Billing page - Error: We can't load this page right now

            Rodrigo B. made changes -
            Component/s Original: Directory - Manage product access [ 48696 ]
            Component/s New: User Access - Manage app access groups [ 80143 ]
            Key Original: ID-6753 New: AX-726
            Support reference count Original: 3
            Symptom Severity Original: Severity 2 - Major [ 14431 ] New: Minor [ 16130 ]
            Project Original: Identity [ 16810 ] New: Admin Experience [ 24210 ]
            Dip made changes -
            Resolution New: Invalid [ 6 ]
            Status Original: Needs Triage [ 10030 ] New: Closed [ 6 ]
            Michael Andreacchio made changes -
            Workflow Original: reviewflow [ 3100483 ] New: JAC Bug Workflow v3 [ 3258157 ]
            Status Original: Open [ 1 ] New: Needs Triage [ 10030 ]
            Bugfix Automation Bot made changes -
            Support reference count New: 3
            Gabriel Muller (Inactive) made changes -
            Remote Link New: This issue links to "HOT-86209 (Atlassian Service Operations JIRA )" [ 411872 ]
            Bugfix Automation Bot made changes -
            Priority Original: Low [ 4 ] New: Medium [ 3 ]
            vlad (Inactive) made changes -
            Component/s New: Site Admin (users and groups) [ 48696 ]
            Component/s Original: API authentication [ 48703 ]
            Gabriel Muller (Inactive) made changes -
            Component/s New: API authentication [ 48703 ]
            Component/s Original: User Management [ 46556 ]
            Key Original: JRACLOUD-71544 New: ID-6753
            Workflow Original: JIRA Bug Workflow w Kanban v6 - Restricted [ 3100461 ] New: reviewflow [ 3100483 ]
            Project Original: Jira Cloud (including JIRA Core) [ 18514 ] New: Identity [ 16810 ]
            Gabriel Muller (Inactive) made changes -
            Attachment New: image-2019-02-12-19-13-50-010.png [ 340874 ]
            Gabriel Muller (Inactive) made changes -
            Description Original: h3. Summary
            When trying to access the billing page inside the User Management, I got this page with the error "We can't load this page right now".
             !errorpage.png|thumbnail!

            h3. Environment
            Cloud

            h3. Steps to Reproduce
            # Be sure to be part of the *site-admins* group, so the *Site Administration* content can be accessed
            # Click on the *Application Navigator > Site Administration*
            # Click on *Billing* on the sidebar and select any of the options (e.g. Manage subscriptions)

            h3. Expected Results
            The content of the page should be loaded

            h3. Actual Results
            No content is loaded. Only the "We can't load this page right now" information is displayed.

            h3. Notes
            * Error in the console
            {code:none| borderColor=#6A8EB3}
            {"exception":"com.atlassian.billing.ux.infra.ClientException","path":"/api/billing/bill-estimate","trace":"b6f5450de545fa7f","error":"Internal Server Error","message":"HTTP 500 Server Error for (GET) https://billing-api-gateway.prod.atl-paas.net/api/entitlement-groups/04ee47d7-8720-49ed-9a90-af3a9cf840f1/bill-estimate","timestamp":"2019-02-12T20:21:19.291+0000","status":500,"span":"819840f8ac30373d"}
            {code}
            * Error in network tab
            {code:none| borderColor=#6A8EB3}
            {"timestamp":"2019-02-12T20:48:11.374+0000","status":500,"error":"Internal Server Error","exception":"com.netflix.zuul.exception.ZuulException","message":"GENERAL"}
            {code}

            h3. Workaround
            * accessing the browser through incognito mode
            * accessing using a different browser
            * clear all the cache/cookies tied to the Atlassian products             		New: h3. Summary
            When trying to access the billing page inside the User Management, I got this page with the error "We can't load this page right now".
             !errorpage.png|thumbnail!

            h3. Environment
            Cloud

            h3. Steps to Reproduce
            # Be sure to be part of the *site-admins* group, so the *Site Administration* content can be accessed
            # Click on the *Application Navigator > Site Administration*
            # Click on *Billing* on the sidebar and select any of the options (e.g. Manage subscriptions)

            h3. Expected Results
            The content of the page should be loaded

            h3. Actual Results
            No content is loaded. Only the "We can't load this page right now" information is displayed.

            h3. Notes
            * Error in the console
            {code:none| borderColor=#6A8EB3}
            {"exception":"com.atlassian.billing.ux.infra.ClientException","path":"/api/billing/bill-estimate","trace":"b6f5450de545fa7f","error":"Internal Server Error","message":"HTTP 500 Server Error for (GET) https://billing-api-gateway.prod.atl-paas.net/api/entitlement-groups/04ee47d7-8720-49ed-9a90-af3a9cf840f1/bill-estimate","timestamp":"2019-02-12T20:21:19.291+0000","status":500,"span":"819840f8ac30373d"}
            {code}
            * Error in network tab
            {code:none| borderColor=#6A8EB3}
            {"timestamp":"2019-02-12T20:48:11.374+0000","status":500,"error":"Internal Server Error","exception":"com.netflix.zuul.exception.ZuulException","message":"GENERAL"}
            {code}
            * This happened in the past, https://jira.atlassian.com/browse/JRACLOUD-68082

            h3. Workaround
            * accessing the browser through incognito mode
            * accessing using a different browser
            * clear all the cache/cookies tied to the Atlassian products

              Unassigned Unassigned
              gmuller Gabriel Muller (Inactive)
              Affected customers:
              0 This affects my team
              Watchers:
              6 Start watching this issue

                Created:
                Updated:
                Resolved: