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  1. JIRA Service Desk Server
  2. JSDSERVER-1430

JIRA Service Desk failing to enable after licensing in JIRA Cloud

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      Description

      NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.

      Symptoms:

      • 404 when clicking 'getting started'
      • Absence of Service Desk in JIRA Header

      Error in logs:

      2015-01-30 11:06:56,978 JIRA-EventThread-15 INFO anonymous 666x10755x1 - 165.254.226.1,165.254.226.241 /rest/ondemand/license/1.0/license/load [atlassian.servicedesk.bootstrap.lifecycle] Loading dynamic modules...
      2015-01-30 11:06:57,176 JIRA-EventThread-15 ERROR anonymous 666x10755x1 - 165.254.226.1,165.254.226.241 /rest/ondemand/license/1.0/license/load [atlassian.event.internal.AsynchronousAbleEventDispatcher] There was an exception thrown trying to dispatch event [com.atlassian.servicedesk.internal.user.license.LicenceEventListener$AsynchronousChangedLicenceEvent@1638f7] from the invoker [SingleParameterMethodListenerInvoker{method=public void com.atlassian.servicedesk.internal.user.license.LicenceEventListener.handleEvent(com.atlassian.servicedesk.internal.user.license.LicenceEventListener$AsynchronousChangedLicenceEvent), listener=com.atlassian.servicedesk.internal.user.license.LicenceEventListener@1de3193}]
      java.lang.RuntimeException: com/atlassian/jira/mail/processor/api/handler/BulkMailFilter
            at com.atlassian.event.internal.SingleParameterMethodListenerInvoker.invoke(SingleParameterMethodListenerInvoker.java:54)
            at com.atlassian.event.internal.AsynchronousAbleEventDispatcher$1$1.run(AsynchronousAbleEventDispatcher.java:48)
            at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
            at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
            at java.lang.Thread.run(Thread.java:745)
      Caused by: java.lang.NoClassDefFoundError: com/atlassian/jira/mail/processor/api/handler/BulkMailFilter
            at java.lang.ClassLoader.defineClass1(Native Method)
            at java.lang.ClassLoader.defineClass(ClassLoader.java:760)
            at org.apache.felix.framework.ModuleImpl$ModuleClassLoader.findClass(ModuleImpl.java:1829)
            at org.apache.felix.framework.ModuleImpl.findClassOrResourceByDelegation(ModuleImpl.java:716)
            at org.apache.felix.framework.ModuleImpl.access$200(ModuleImpl.java:73)
            at org.apache.felix.framework.ModuleImpl$ModuleClassLoader.loadClass(ModuleImpl.java:1690)
            at java.lang.ClassLoader.loadClass(ClassLoader.java:357)
            at org.apache.felix.framework.ModuleImpl.getClassByDelegation(ModuleImpl.java:634)
            at org.apache.felix.framework.Felix.loadBundleClass(Felix.java:1594)
            at org.apache.felix.framework.BundleImpl.loadClass(BundleImpl.java:887)
            at com.atlassian.plugin.osgi.util.BundleClassLoaderAccessor$BundleClassLoader.findClass(BundleClassLoaderAccessor.java:69)
            at java.lang.ClassLoader.loadClass(ClassLoader.java:424)
            at java.lang.ClassLoader.loadClass(ClassLoader.java:357)
            at com.atlassian.jira.internal.mail.processor.descriptor.AbstractHandlerModuleDescriptor.init(AbstractHandlerModuleDescriptor.java:47)
            at com.atlassian.pocketknife.internal.lifecycle.modules.DynamicModuleDescriptorFactoryImpl.createModuleDescriptor(DynamicModuleDescriptorFactoryImpl.java:186)
            at com.atlassian.pocketknife.internal.lifecycle.modules.DynamicModuleDescriptorFactoryImpl.loadModulesHelper(DynamicModuleDescriptorFactoryImpl.java:109)
            at com.atlassian.pocketknife.internal.lifecycle.modules.DynamicModuleDescriptorFactoryImpl.loadModules(DynamicModuleDescriptorFactoryImpl.java:86)
            at com.atlassian.servicedesk.bootstrap.module.ServiceDeskModuleLoader.loadModules(ServiceDeskModuleLoader.java:111)
            at com.atlassian.servicedesk.bootstrap.module.ServiceDeskModuleLoader.loadDynamicModules(ServiceDeskModuleLoader.java:91)
            at com.atlassian.servicedesk.bootstrap.module.ServiceDeskModuleLoader.loadModulesWhenWeAreReadyThankYouVeryMuch(ServiceDeskModuleLoader.java:44)
            at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.loadSuccessModules(PluginLifeCycle.java:442)
            at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.loadDynamicModules(PluginLifeCycle.java:409)
            at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.runPluginStartupSideEffectsImpl(PluginLifeCycle.java:374)
            at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.access$000(PluginLifeCycle.java:39)
            at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle$1.run(PluginLifeCycle.java:265)
            at com.atlassian.servicedesk.bootstrap.lifecycle.LifecycleLock.writeImpl(LifecycleLock.java:115)
            at com.atlassian.servicedesk.bootstrap.lifecycle.LifecycleLock.runOnStartup(LifecycleLock.java:87)
            at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.runPluginStartupSideEffects(PluginLifeCycle.java:260)
            at com.atlassian.servicedesk.bootstrap.lifecycle.PluginLifeCycle.onNewLicence(PluginLifeCycle.java:177)
            at com.atlassian.servicedesk.internal.user.license.LicenceEventListener$2.run(LicenceEventListener.java:136)
            at com.atlassian.servicedesk.internal.util.SafeRunner.withTryCatchCondom(SafeRunner.java:70)
            at com.atlassian.servicedesk.internal.util.SafeRunner.runAlways(SafeRunner.java:63)
            at com.atlassian.servicedesk.internal.user.license.LicenceEventListener.onNewLicence(LicenceEventListener.java:131)
            at com.atlassian.servicedesk.internal.user.license.LicenceEventListener.handleEvent(LicenceEventListener.java:126)
            at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
            at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62)
            at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
            at java.lang.reflect.Method.invoke(Method.java:483)
            at com.atlassian.event.internal.SingleParameterMethodListenerInvoker.invoke(SingleParameterMethodListenerInvoker.java:36)
            ... 4 more
      Caused by: java.lang.ClassNotFoundException: com.atlassian.jira.mail.processor.api.handler.BulkMailFilter
            at org.apache.felix.framework.ModuleImpl.findClassOrResourceByDelegation(ModuleImpl.java:772)
            at org.apache.felix.framework.ModuleImpl.access$200(ModuleImpl.java:73)
            at org.apache.felix.framework.ModuleImpl$ModuleClassLoader.loadClass(ModuleImpl.java:1690)
            at java.lang.ClassLoader.loadClass(ClassLoader.java:357)
            ... 43 more
      

      Workaround:

      Log a support ticket at https://support.atlassian.com to ask support to re-install your app. There will be an associated 15 minute JIRA down time, so please provide a preferred outage window.

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              • Assignee:
                Unassigned
                Reporter:
                mhunter Matthew Hunter
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                • Created:
                  Updated:
                  Resolved: