IMPORTANT: JAC is a Public system and anyone on the internet will be able to view the data in the created JAC tickets. Please don’t include Customer or Sensitive data in the JAC ticket.
Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-6819

Blank screen after refreshing customer portal where session timed out

      Issue Summary

      Getting blank screen after refreshing customer portal where session timed out.

      Steps to Reproduce

      1. Open customer portal and navigate to a project
      2. Wait until the session times out
      3. Refresh the page

      Expected Results

      User will get logged out and login screen opens properly.

      Actual Results

      The login screen is not loaded, instead blank page is shown.

      HAR file shows some requests received response 401:

      Access logs confirm 401 for some POST requests:

      xxx.xxx.xxx.xxx 630x653x1 - [15/Apr/2020:10:30:50 +0000] "POST /jira854/rest/webResources/1.0/resources HTTP/1.1" 401 20953 24 "http://localhost:8080/jira854/servicedesk/customer/portal/1/user/login?destination=portal%2F1" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/80.0.3987.163 Safari/537.36" "-"
      xxx.xxx.xxx.xxx 635x673x1 - [15/Apr/2020:10:35:05 +0000] "POST /jira854/rest/webResources/1.0/resources HTTP/1.1" 401 20953 24 "http://localhost:8080/jira854/servicedesk/customer/portal/1/user/login?destination=portal%2F1" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/80.0.3987.163 Safari/537.36" "-"
      xxx.xxx.xxx.xxx 640x730x1 - [15/Apr/2020:10:40:06 +0000] "POST /jira854/rest/webResources/1.0/resources HTTP/1.1" 401 20953 23 "http://localhost:8080/jira854/servicedesk/customer/portal/1/user/login?destination=portal%2F1" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10.14; rv:72.0) Gecko/20100101 Firefox/72.0" "-"
      xxx.xxx.xxx.xxx 640x731x1 - [15/Apr/2020:10:40:07 +0000] "POST /jira854/rest/webResources/1.0/resources HTTP/1.1" 401 20953 21 "http://localhost:8080/jira854/servicedesk/customer/portal/1/user/login?destination=portal%2F1" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10.14; rv:72.0) Gecko/20100101 Firefox/72.0" "-"
      xxx.xxx.xxx.xxx 640x732x1 - [15/Apr/2020:10:40:07 +0000] "POST /jira854/rest/analytics/1.0/publish/bulk HTTP/1.1" 401 20953 24 "http://localhost:8080/jira854/servicedesk/customer/portal/1/user/login?destination=portal%2F1" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10.14; rv:72.0) Gecko/20100101 Firefox/72.0" "-"
      

      Workaround

      Workaround 1 (long term)

      1. Extend session timeout according to make sure sessions don't time out for a longer period of time: Change the default session timeout to avoid user logout in Jira server
      2. On Service Desk login screen, select "Keep me logged in"

      Workaround 2 (short term)

      1. Open Jira's main URL "<JIRA_BASE_URL>/secure/Dashboard.jspa" in a separate tab. Note that you don't have to log in from here, just opening this URL in a new tab will help
      2. Go back to the customer portal URL and refresh it. You'll see that the page will load.

      Workaround 3 (short term)

      Clear the browser cookies.

      Note

      • The issue is not always reproducible. In some cases, the login screen gets loaded successfully. We were not able to determine exact circumstances under which the issue is not reproducible.
      • We managed to reproduce the issue using Firefox, Edge (Chromium engine), Chrome and Internet Explorer.
      • Issue does not seem to be present in Jira 7.13.x.

        1. 10.125.91.143_Archive [20-04-15 12-42-30]-firefox.har
          3.24 MB
        2. 10.125.91.143-chrome.har
          2.88 MB
        3. 10.125.91.143-edge.har
          2.45 MB
        4. 10.125.91.38_jira861_firefox.har
          1.83 MB
        5. image-2020-04-15-14-36-54-963.png
          image-2020-04-15-14-36-54-963.png
          227 kB
        6. image-2020-04-16-13-20-51-408.png
          image-2020-04-16-13-20-51-408.png
          201 kB
        7. image-2020-04-16-13-21-03-374.png
          image-2020-04-16-13-21-03-374.png
          413 kB
        8. Screen_recording_firefox.mov
          1.37 MB
        9. screenshot-1.png
          screenshot-1.png
          64 kB
        10. screenshot-2.png
          screenshot-2.png
          136 kB

          Form Name

            Loading...
            IMPORTANT: JAC is a Public system and anyone on the internet will be able to view the data in the created JAC tickets. Please don’t include Customer or Sensitive data in the JAC ticket.
            Uploaded image for project: 'Jira Service Management Data Center'
            1. Jira Service Management Data Center
            2. JSDSERVER-6819

            Blank screen after refreshing customer portal where session timed out

                Issue Summary

                Getting blank screen after refreshing customer portal where session timed out.

                Steps to Reproduce

                1. Open customer portal and navigate to a project
                2. Wait until the session times out
                3. Refresh the page

                Expected Results

                User will get logged out and login screen opens properly.

                Actual Results

                The login screen is not loaded, instead blank page is shown.

                HAR file shows some requests received response 401:

                Access logs confirm 401 for some POST requests:

                xxx.xxx.xxx.xxx 630x653x1 - [15/Apr/2020:10:30:50 +0000] "POST /jira854/rest/webResources/1.0/resources HTTP/1.1" 401 20953 24 "http://localhost:8080/jira854/servicedesk/customer/portal/1/user/login?destination=portal%2F1" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/80.0.3987.163 Safari/537.36" "-"
                xxx.xxx.xxx.xxx 635x673x1 - [15/Apr/2020:10:35:05 +0000] "POST /jira854/rest/webResources/1.0/resources HTTP/1.1" 401 20953 24 "http://localhost:8080/jira854/servicedesk/customer/portal/1/user/login?destination=portal%2F1" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/80.0.3987.163 Safari/537.36" "-"
                xxx.xxx.xxx.xxx 640x730x1 - [15/Apr/2020:10:40:06 +0000] "POST /jira854/rest/webResources/1.0/resources HTTP/1.1" 401 20953 23 "http://localhost:8080/jira854/servicedesk/customer/portal/1/user/login?destination=portal%2F1" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10.14; rv:72.0) Gecko/20100101 Firefox/72.0" "-"
                xxx.xxx.xxx.xxx 640x731x1 - [15/Apr/2020:10:40:07 +0000] "POST /jira854/rest/webResources/1.0/resources HTTP/1.1" 401 20953 21 "http://localhost:8080/jira854/servicedesk/customer/portal/1/user/login?destination=portal%2F1" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10.14; rv:72.0) Gecko/20100101 Firefox/72.0" "-"
                xxx.xxx.xxx.xxx 640x732x1 - [15/Apr/2020:10:40:07 +0000] "POST /jira854/rest/analytics/1.0/publish/bulk HTTP/1.1" 401 20953 24 "http://localhost:8080/jira854/servicedesk/customer/portal/1/user/login?destination=portal%2F1" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10.14; rv:72.0) Gecko/20100101 Firefox/72.0" "-"
                

                Workaround

                Workaround 1 (long term)

                1. Extend session timeout according to make sure sessions don't time out for a longer period of time: Change the default session timeout to avoid user logout in Jira server
                2. On Service Desk login screen, select "Keep me logged in"

                Workaround 2 (short term)

                1. Open Jira's main URL "<JIRA_BASE_URL>/secure/Dashboard.jspa" in a separate tab. Note that you don't have to log in from here, just opening this URL in a new tab will help
                2. Go back to the customer portal URL and refresh it. You'll see that the page will load.

                Workaround 3 (short term)

                Clear the browser cookies.

                Note

                • The issue is not always reproducible. In some cases, the login screen gets loaded successfully. We were not able to determine exact circumstances under which the issue is not reproducible.
                • We managed to reproduce the issue using Firefox, Edge (Chromium engine), Chrome and Internet Explorer.
                • Issue does not seem to be present in Jira 7.13.x.

                  1. 10.125.91.143_Archive [20-04-15 12-42-30]-firefox.har
                    3.24 MB
                  2. 10.125.91.143-chrome.har
                    2.88 MB
                  3. 10.125.91.143-edge.har
                    2.45 MB
                  4. 10.125.91.38_jira861_firefox.har
                    1.83 MB
                  5. image-2020-04-15-14-36-54-963.png
                    image-2020-04-15-14-36-54-963.png
                    227 kB
                  6. image-2020-04-16-13-20-51-408.png
                    image-2020-04-16-13-20-51-408.png
                    201 kB
                  7. image-2020-04-16-13-21-03-374.png
                    image-2020-04-16-13-21-03-374.png
                    413 kB
                  8. Screen_recording_firefox.mov
                    1.37 MB
                  9. screenshot-1.png
                    screenshot-1.png
                    64 kB
                  10. screenshot-2.png
                    screenshot-2.png
                    136 kB

                        Unassigned Unassigned
                        mfilipan Marko Filipan
                        Affected customers:
                        61 This affects my team
                        Watchers:
                        52 Start watching this issue

                          Created:
                          Updated:
                          Resolved:

                            Unassigned Unassigned
                            mfilipan Marko Filipan
                            Affected customers:
                            61 Vote for this issue
                            Watchers:
                            52 Start watching this issue

                              Created:
                              Updated:
                              Resolved: