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Type: Bug
Resolution: Fixed
Priority: High
Fix Version/s: 4.1.1, 4.2.0
Affects Version/s: 3.3.0, 3.3.1, 3.4.0, 3.4.2, 3.5.0, 3.6.1, 3.8.3, 3.9.4, 3.15.3, 3.16.0, 3.16.1, 4.0.0, 4.0.2, 4.1.0
Component/s: Email - Incoming
Labels:
- cqt
- pse-request
- qw-bugfix
- te-rv

Support reference count:
19
Symptom Severity:
Severity 2 - Major
UIS:
99
Bug Fix Policy:
View Atlassian Server bug fix policy

Description

Issue Summary

Service Desk email channels may get stuck and fail to process any more emails and looking at the email processor and scheduler, you would see that JIRA is still attempting to pull and process emails however no new email are being processed.

Looking at the processing log, it would appear that JIRA has stopped processing emails however when you look at the log proper in particular after setting the incoming mail to Debug mode, it would be observed that the JIRA Service Desk mail channels are still trying to pull emails but they MailJobRunner fails because of:

Invalid charactersencountered in base64 data.

2017-05-05 03:45:48,228 Caesium-1-3 ERROR ServiceRunner     [c.a.m.incoming.jepp.processor] MailJobRunner Failed
java.lang.RuntimeException: Unable to read next message
	at com.atlassian.jira.internal.mail.processor.feature.puller.mailitem.streaming.MailItemDTOIterator.next(MailItemDTOIterator.java:51)
	at com.atlassian.jira.internal.mail.processor.feature.puller.mailitem.streaming.MailItemDTOIterator.next(MailItemDTOIterator.java:15)
	at com.atlassian.jira.internal.mail.processor.feature.processor.MailProcessorWorker.process(MailProcessorWorker.java:75)
	at com.atlassian.jira.internal.mail.processor.feature.processor.MailProcessorService.run(MailProcessorService.java:36)
	at com.atlassian.jira.internal.mail.processor.services.MailProcessorExecutor.run(MailProcessorExecutor.java:30)
	at com.atlassian.jira.internal.mail.processor.services.AbstractMailExecutor.execute(AbstractMailExecutor.java:42)
	at com.atlassian.jira.internal.mail.processor.services.MailJobRunner.runJob(MailJobRunner.java:35)
	at com.atlassian.scheduler.core.JobLauncher.runJob(JobLauncher.java:153)
	at com.atlassian.scheduler.core.JobLauncher.launchAndBuildResponse(JobLauncher.java:118)
	at com.atlassian.scheduler.core.JobLauncher.launch(JobLauncher.java:97)
	at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.launchJob(CaesiumSchedulerService.java:401)
	at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeClusteredJob(CaesiumSchedulerService.java:396)
	at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService.executeQueuedJob(CaesiumSchedulerService.java:349)
	at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService$1.consume(CaesiumSchedulerService.java:255)
	at com.atlassian.scheduler.caesium.impl.CaesiumSchedulerService$1.consume(CaesiumSchedulerService.java:252)
	at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.executeJob(SchedulerQueueWorker.java:65)
	at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.executeNextJob(SchedulerQueueWorker.java:59)
	at com.atlassian.scheduler.caesium.impl.SchedulerQueueWorker.run(SchedulerQueueWorker.java:34)
	at java.lang.Thread.run(Thread.java:745)
Caused by: java.io.IOException: invalid characters encountered in base64 data
	at org.bouncycastle.util.encoders.Base64Encoder.decode(Unknown Source)
	at com.atlassian.jira.internal.mail.processor.feature.puller.mailitem.streaming.MailItemTupleConsumer.decodeChunk(MailItemTupleConsumer.java:82)
	at com.atlassian.jira.internal.mail.processor.feature.puller.mailitem.streaming.MailItemTupleConsumer.consumeRow(MailItemTupleConsumer.java:65)
	at com.atlassian.jira.internal.mail.processor.feature.puller.mailitem.streaming.MailItemDTOIterator.readNextMessageFully(MailItemDTOIterator.java:71)
	at com.atlassian.jira.internal.mail.processor.feature.puller.mailitem.streaming.MailItemDTOIterator.next(MailItemDTOIterator.java:47)

Environment

This error from all occurrences seems to affect Microsoft Exchange Server.

Diagnosis

When you view the processing log tab, there would be no sign of JIRA attempting to process any new emails.
When you view the log, you would see the error above.

Expected Behavior

JIRA would be able to ignore this email and continue to process other mails rather than having this one email blocking the whole mail channel.

Actual Behavior

JIRA would not be processing any new emails and keep throwing the error mentioned.

Workaround

The problem causing message must be removed in order for the mail processor to process any further mail.

If you wish to recover the email content before removal, follow the KB below:
- How to Export The Email From JIRA Email Processor Plugin (JEPP)

To remove the message:

Identify the ID of the message (mail item) that needs to be removed (see kb article)

Remove the mail item from the database:

delete from "AO_2C4E5C_MAILITEMCHUNK" where "MAIL_ITEM_ID" = <id to delete>;
delete from "AO_2C4E5C_MAILITEM" where "ID" = <id to delete>;

- These commands must be performed in this order.

Alternate Workaround

Delete the JIRA email channel and create it again.

This however would still leave the old emails in the database but JIRA would be processing the emails from the new email channel id.

Attachments

Issue Links

causes

JSDSERVER-6441 Issue creation via email failed if email subject exceeds 255 characters

Closed

relates to

JSDSERVER-5094 Deleting An Email Channel Should Remove All Orphaned Emails

Closed

is cloned by: JSMDC-2949 Loading...

mentioned in: Page Loading...; Page Loading...; Page Loading...

(1 mentioned in)

Activity

People

Assignee:: Christopher Pollock (Inactive)

Reporter:: Ismael Olusula Jimoh (Inactive)

Votes:: 26 Vote for this issue

Watchers:: 36 Start watching this issue

Dates

Created:: 10/May/2017 3:29 PM

Updated:: 15/Jun/2023 4:59 AM

Resolved:: 21/May/2019 12:59 PM

Invalid characters encountered in base64 data