Agile Boards Error Upgrade to the latest version

Dear JetBrains Support.

 

Recently we have upgrade to the latest version of Youtrack and all is working except the agile boards. We get the following:

 

Oops! Something went wrong while loading the sprint:
<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Strict//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd"> <html xmlns="http://www.w3.org/1999/xhtml"> <head> <meta http-equiv="Content-Type" content="text/html; charset=iso-8859-1"/> <title>404 - File or directory not found.</title> <style type="text/css"> <!-- body{margin:0;font-size:.7em;font-family:Verdana, Arial, Helvetica, sans-serif;background:#EEEEEE;} fieldset{padding:0 15px 10px 15px;} h1{font-size:2.4em;margin:0;color:#FFF;} h2{font-size:1.7em;margin:0;color:#CC0000;} h3{font-size:1.2em;margin:10px 0 0 0;color:#000000;} #header{width:96%;margin:0 0 0 0;padding:6px 2% 6px 2%;font-family:"trebuchet MS", Verdana, sans-serif;color:#FFF; background-color:#555555;} #content{margin:0 0 0 2%;position:relative;} .content-container{background:#FFF;width:96%;margin-top:8px;padding:10px;position:relative;} --> </style> </head> <body> <div id="header"><h1>Server Error</h1></div> <div id="content"> <div class="content-container"><fieldset> <h2>404 - File or directory not found.</h2> <h3>The resource you are looking for might have been removed, had its name changed, or is temporarily unavailable.</h3> </fieldset></div> </div> </body> </html>
Open Unscheduled
 
We have tried in all browsers and there is the same issue.
 
We are licensed and if we can get a rapid answer would be nice. 30 people are waiting for a fix.
 
Thank you in advance.
 
Regards,
Sergiu
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Hello Sergiu,

I need more details to help you. A few questions:

1. What build number did you have before the upgrade?

2. What build number do you have now? 

3. Are you using standalone YouTrack?

4. Could you please try to open this page without using reverse proxy? If nothing changes, please send me a screenshot of failing page (including the URL line).

Please let me know the results. Thank you.

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Hello Anastasia.

1. We had the 6.5 version before. I've done the upgrade in 2 steps as it was suggested on your page (6.5 to 7 and 7 to 2017.4.)

2. Now we have Youtrack 2017.4, build 38399.

3. Yes, it's a standalone Youtrack (I thought that this already understood).

4. How to connect without using the Proxy? I've checked this with localhost on the VM where youtrack is installed, but no luck "Incorrect username or password.". 

All agile boards gave the same error, before the upgrade all was ok (https://youtrack.technosoft.nl/agiles/70-15/72-115).

Regards,

Sergiu

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Hello Sergiu,

Thank you for the details!

Please submit a ticket here: https://youtrack-support.jetbrains.com/hc/en-us/requests/new?ticket_form_id=66282 and attach HAR-file recorded on an attempt to open Agile board. Instructions on how to record a HAR you can find here, p.3: https://youtrack-support.jetbrains.com/hc/en-us/articles/206546369-When-we-ask-you-to-provide-additional-details-logs-database-HAR-etc-

We suppose that the error has been returned by your proxy server, not by YouTrack, so please check your proxy server settings. HAR file will help us to confirm this theory. 

 

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Hello Anastasia.

Unfortunately I've rolled back to version 6.5. Don't have so much free time to wait a response, there are 30 people that can't work.

Do you remember if there are any changes from 6.5 to 2017.4 for the Proxy on IIS? I thought also that can be a proxy problem, but I've checked all settings and all looks fine there. On your site there are no mentions regarding IIS Proxy configuration change between Youtrack versions.

At the moment I can provide only Youtrack logs from the old installation. Let me know if this can help to troubleshoot our problem.

PS: Do you have a system that prioritize tickets? All the time there are some problems when upgrading Youtrack from one version to another and to wait for more than a day to fix an issue is not customer oriented.

Regards,

Sergiu

 

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Hello Sergiu,

Yes, we do have a helpdesk system. You can submit a ticket here: https://youtrack-support.jetbrains.com/hc/en-us/requests/new?ticket_form_id=66282. There we answer according to our SLA for urgent tickets: https://youtrack-support.jetbrains.com/hc/en-us/articles/210660509-Support-Workflow-and-Response-SLAs .

We did have a change: a Live Update feature. So please, check that you have configured your reverse proxy exactly as it is specified in the guide here: https://www.jetbrains.com/help/youtrack/standalone/Reverse-Proxy-Configuration.html, p. "IIS Server Configuration". Please check all 18 steps. 

 

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We had the same problem after last update from version 2017.3.35488 to 2017.4.38399. The problem was in reverse proxy configuration. Just need to increase the limit of URL length. 

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Hello,

Thank you for sharing the solution!

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Hi Maxwell.

Thank you for sharing that. Will check it next time when doing upgrade.

Unfortunately not so evident response from JetBrains Support :|.

Regards,

Sergiu

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Hi All.

I was able to update finally to the latest version and Agile Boards are working.

But we have another Big Issue that came from this... When someone tries to work with Agile Boards and this is an extensive task (open a BIG one) - all Youtrack freeze and after a while come back to normal state. No one at that moment can use Youtrack etc...

Does anybody have a suggestion regarding all this?

Regards,

Sergiu

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Hi Sergiu,

Could you please attach a HAR-file recorded on this freezing event? Instructions on how to record a HAR you can find here, p.3: https://youtrack-support.jetbrains.com/hc/en-us/articles/206546369-When-we-ask-you-to-provide-additional-details-logs-database-HAR-etc-

Thank you.

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Hi Anastasia.

I've tried to reproduce the issue and please see attached the HAR file.

At the moment not so many people are working with Youtrack because of occurred problems, but Tomorrow will try to collect once again the HAR file when the people works as usual with Youtrack.

PS: Sending the 1st HAR file, maybe you will see already what is wrong there.

PS2: Download it from here https://technosoftbv-my.sharepoint.com/:u:/g/personal/sergiu_sofroni_technosoftbv_onmicrosoft_com/EYw6Q0HSHtZJnMfewyJHs-4BuPzRbJE6PBy6ear_V6A5BA?e=5zgkLJ, I wasn't allowed to upload it on your site.

Thank you.

Regards,

Sergiu

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HI Anastasia.

Please see on the following link the 2nd HAR file https://technosoftbv-my.sharepoint.com/:u:/g/personal/sergiu_sofroni_technosoftbv_onmicrosoft_com/EboNYB0G1otMosZaKQZd1E0BfHa8lZvDHjLnMzC3PDLfag?e=XlZx6r.

It took more than 10 minutes to accomplish all my actions. Didn't wait till the end.

The problem is when loading Sprints I think. It works for a while and after that all has a slowdown effect.

If there is a big Spint that begins in 2014 and ends in 2020 you have to wait for a while till this is loaded.

If you have any hints or a quick fix for that, I will really appreciate it.

I have the same the same situation as before when 30 people can't work with current version of Youtrack.

PS: We have a paid subscription for already more than 3 Years and if we can hurry this process somehow, would be nice.

Thank you.

Regards,

Sergiu

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Hi There.

Any updates on that?

Regards,

Sergiu

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Hi Sergiu. 

We will investigate you HAR file an will get back to you with the results, thank you for your patience.

Could you please tell, do you experience these delays in all browsers? Have you tried other browsers? Which browser do you use? 

P.S. If urgent question, please submit a ticket here: https://youtrack-support.jetbrains.com/hc/en-us/requests/new?ticket_form_id=66282

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Hi Anastasia.

This happens in all type of browsers: IE, Edge, Chrome etc.

Will submit also an urgent questions as you have suggested.

It's already for some days that Youtrack is unusable :(.

Regards,

Sergiu

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