Internal error while attaching files to issues

Paulina Wegrzyn March 29, 2015

Hello,

Two users reported that they cannot attach any files to Jira. They are getting "Internal error" and "Communications Breakdown" errors (please take a look on below screens). I checked and with permissions everything is ok, also their co-workers do not report similar issues (we are using LDAP authentication).

Errors occur while using different browsers (they checked with FF, IE and Chrome), also I tracked the logs when they tried to add attachments but it seems like nothing comes through at all (no errors, warnings).

Do you have any ideas what should be checked/changed to resolve this issue? 

JIRA version - 6.3.9#6339-sha1:46fa261

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Nic Brough -Adaptavist-
Community Leader
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March 30, 2015

If there is nothing in the logs, then it's usually something network related.  Are the files they are attaching large?  Does JIRA work at the same (or better) speed for them as their co-workers?

Paulina Wegrzyn April 1, 2015

Hi, User said that size is just 300Kb (we have limit set to 10MB) and JIRA speed looks ok comparing to his colleagues. He also mentioned that he is receiving same "Communication Breakdown" info while adding Comments, but (what is more strange) comments are saved (unlike to attachments).

Nic Brough -Adaptavist-
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 1, 2015

That still sounds like it's that user's network somewhere, but it's hard to say. I think I'd be reaching for the debugging tools in the browser to see where the pause while loading is. I'd also raise this with Atlassian (after reading your logs to see if there's anything obvious) to see if they can help you track down the issue

Paulina Wegrzyn April 16, 2015

Hi Nic, Actually user reported that he also cannot create issues. He is using LDAP protocol to authenticate in jira. I created for him second account with Jira internal directory and situation is the same (error while creating, attaching etc.). He tried to debug and found below error : XSRF Security Token Missing JIRA could not complete this action due to a missing form token. You may have cleared your browser cookies, which could have resulted in the expiry of your current form token. A new form token has been reissued. Request URL: /jira/secure/QuickCreateIssue.jspa The original input has been captured and you can retry the operation. Sorry, but any file attachments in the original input will be lost. JIRA administrators Please refer to this page for details on disabling form token checking." Do you have any idea what can be done to overcome this issue (user is unable to work...) Thanks, Paulina

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 16, 2015

It sounds like the user's browser is thoroughly broken, it's losing session information and dropping information about the uploads. Could you get them to try another browser? And as another test, another machine?

Paulina Wegrzyn April 27, 2015

Hi, I checked with user all setting of Chrome/Firefox and despite the fact that he had same settings as me, he still received this error. But while using Opera browser everything was working fine (no errors/pauses). So definitely it was caused by the browser (probably Chrome/Firefox needs to be re-installed). Thanks a lot for helping me!

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Logan G Hawkes
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April 16, 2015

I'm seeing a similar issue with JIRA v6.4.1. I can upload a text file with a size of 1 MB, but a 2MB file generates an "Internal error" message on the GUI. The max file size for attachments is set to 10 MB. I tried increasing the max file size to 30 MB in the hopes that it was an issue with the order of magnitude, but no luck. A 2 MB text file still generates the error. 

I see nothing in the logfiles. I'd increase the log level, but I'm not sure what is likely to throw an exception or report a problem so I'm not sure what logger needs to be made more verbose. Any ideas?

Janet Albion
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
April 26, 2015

Logan, Please do a quick check on proxy side if there any limitation on the file size. This could trigger the Internal Error when attaching file larger than the proxy's limit. Eg: in N-Ginx, this limit is set using parameter client_max_body_size

jbibitbucket January 11, 2016

Thank you for your suggestion, the 'client_max_body_size' parameter was set to its default value in Nginx. Setting this to '10m' fixed the problem (or otherwise a higher limit if the default JIRA maximum attachment size has been modified).

darrenharrison February 23, 2017

It was the nginx reverse proxy for me to. Setting the parameter mentioned above fixed it.

Thanks.

Fernando Pizzabiocche July 31, 2018

+1 to editing proxy configuration to match the max size of attachments specified on Jira.

Thanks @Janet Albion

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Tim Eddelbüttel
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April 12, 2016

Today i got a client with uploading pdf files and internal error.

Deleting the Firefox mimeTypes.rdf file fixed the client problem for me.

CAC: Unknown Server Error (500) when uploading JIRA attachment in Firefox

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