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

            [JSDSERVER-6819] Blank screen after refreshing customer portal where session timed out

            We are seeing this on 4.13.4 also.

            Carrie Carlson added a comment - We are seeing this on 4.13.4 also.

            Pedro Gago added a comment -

            Reproduced on JSD 4.13.3

            Pedro Gago added a comment - Reproduced on JSD 4.13.3

            Reproduced on JSD 4.12.2

            Dominic Snook added a comment - Reproduced on JSD 4.12.2

            Reproduceble on  Jira v8.5.4 and JSD 4.5.4

            Alexandra Iuhasz added a comment - Reproduceble on  Jira v8.5.4 and JSD 4.5.4

            gzgenm added a comment -

            JSD 4.13.0 is affected.

            gzgenm added a comment - JSD 4.13.0 is affected.

            Ugur Akkar added a comment - - edited

            This issue affects JSD 4.5.6 too  

            Ugur Akkar added a comment - - edited This issue affects JSD 4.5.6 too  

            Dave, your post called my attention back to this bug and I'm kind of amazed that Atlassian didn't post anything further, and did not state in which 4.5.x (the current Long Term Support) version this would be fixed.

            The way we worked around the problem was to set the Jira session timeout, like you did, but what we did was set it to match our setting for the autologin.cookie.age. We force our users to re-authenticate every N days, and by setting both to the same value our clients no longer get the blank JSD page.

            See also: Change the default session timeout to avoid user logout in Jira server

            Good luck,
            Sherryl

            Sherryl Radbil added a comment - Dave, your post called my attention back to this bug and I'm kind of amazed that Atlassian didn't post anything further, and did not state in which 4.5.x (the current Long Term Support) version this would be fixed. The way we worked around the problem was to set the Jira session timeout, like you did, but what we did was set it to match our setting for the autologin.cookie.age . We force our users to re-authenticate every N days, and by setting both to the same value our clients no longer get the blank JSD page. See also: Change the default session timeout to avoid user logout in Jira server Good luck, Sherryl

            Dave Hollinden added a comment - - edited

            We are experiencing this problem as well, and have been troubleshooting with Atlassian Support. 

            "We were not able to determine exact circumstances under which the issue is not reproducible."

            We found what seems to be a way to reproduce the problem. Note that there are two session timeout settings, one for JSD and one for Jira.

            Steps

            1. Log into Jira (Software or Core)
            2. Log into JSD portal and navigate to a request
            3. Wait until the JSD session times out
            4. Log out of Jira
            5. Refresh the JSD page

             From what we've seen, if your JSD session times out and you have a Jira cookie and are logged out, then you get the blank page. But if your JSD session times out and you are either still logged into Jira or do not have a cookie from Jira, then you do not get the blank page. 

            Workarounds

            1. For what it's worth, we've set our Jira session timeout to 12 hours, and our JSD session timeout to 24 days (I believe that's the maximum allowable). 
            2. Checking the checkbox is not very helpful as a workaround in practice. Our logs show that the problem is ongoing because we see the 401 errors that indicate the problem. However, very few users report the problem, which makes it difficult to pass on the instructions for the workaround. 

            Dave Hollinden added a comment - - edited We are experiencing this problem as well, and have been troubleshooting with Atlassian Support.  "We were not able to determine exact circumstances under which the issue is not reproducible." We found what seems to be a way to reproduce the problem. Note that there are two session timeout settings, one for JSD and one for Jira. Steps Log into Jira (Software or Core) Log into JSD portal and navigate to a request Wait until the JSD session times out Log out of Jira Refresh the JSD page  From what we've seen, if your JSD session times out and you have a Jira cookie and are logged out, then you get the blank page. But if your JSD session times out and you are either still logged into Jira or do not have a cookie from Jira, then you do not get the blank page.  Workarounds For what it's worth, we've set our Jira session timeout to 12 hours, and our JSD session timeout to 24 days (I believe that's the maximum allowable).  Checking the checkbox is not very helpful as a workaround in practice. Our logs show that the problem is ongoing because we see the 401 errors that indicate the problem. However, very few users report the problem, which makes it difficult to pass on the instructions for the workaround. 

            I'm very encouraged that Fix version was set to 4.6.1.

            Will this be put on the 4.5.x line? As I understand it, this is the Enterprise line and we are at 4.5.3 and must remain on the Enterprise line.

             

            Sherryl Radbil added a comment - I'm very encouraged that Fix version was set to 4.6.1. Will this be put on the 4.5.x line? As I understand it, this is the Enterprise line and we are at 4.5.3 and must remain on the Enterprise line.  

            This ticket is currently Severity 3 - Minor, but our experience is that it is
            Severity 2 - Major: A feature is unavailable, application performance is significantly degraded, or users job functions are impaired.

            We have thousands of customers. They are not web gurus. They get the blank page and can't figure out how to get in to the system, for them the system is completely down.

            Please upgrade the severity to accurately reflect that.

            Sherryl Radbil added a comment - This ticket is currently Severity 3 - Minor, but our experience is that it is Severity 2 - Major: A feature is unavailable, application performance is significantly degraded, or users job functions are impaired. We have thousands of customers. They are not web gurus. They get the blank page and can't figure out how to get in to the system, for them the system is completely down. Please upgrade the severity to accurately reflect that.

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

                Created:
                Updated:
                Resolved: