Log Analyzer fails to scan logs from the UI (Jira/Confluence Server and Data Center)
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Log analyzer might hang indefinitely, or fail to scan log files showing error messages in the UI such as:
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You must provide the location of a valid log file.Diagnosis
The application logs will show a stack trace similar to the one below:
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2019-12-10 11:30:26,453 https-jsse-nio-443-exec-2 WARN REDACTED 690x216559x1 nf962q 95.132.129.18 /plugins/servlet/troubleshooting/view/hercules/execute [c.a.t.stp.hercules.SupportToolsHerculesScanAction] Log scan failed
java.util.concurrent.ExecutionException: com.thoughtworks.xstream.mapper.CannotResolveClassException: head
at java.util.concurrent.FutureTask.report(FutureTask.java:122)
at java.util.concurrent.FutureTask.get(FutureTask.java:206)
at com.atlassian.troubleshooting.stp.task.DefaultTaskMonitor.get(DefaultTaskMonitor.java:107)
at com.atlassian.troubleshooting.stp.hercules.SupportToolsHerculesScanAction.prepare(SupportToolsHerculesScanAction.java:81)
at com.atlassian.troubleshooting.stp.servlet.SupportToolsViewServlet.displayResults(SupportToolsViewServlet.java:207)
at com.atlassian.troubleshooting.stp.servlet.SupportToolsViewServlet.doGet(SupportToolsViewServlet.java:130)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:634)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:741)
at com.atlassian.plugin.servlet.DelegatingPluginServlet.service(DelegatingPluginServlet.java:37)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:741)
at com.atlassian.plugin.servlet.ServletModuleContainerServlet.service(ServletModuleContainerServlet.java:46)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:741)
... 44 filtered
at com.atlassian.servicedesk.internal.web.ExternalCustomerLockoutFilter.doFilter(ExternalCustomerLockoutFilter.java:55)
... 8 filtered
at com.atlassian.jira.plugin.mobile.web.filter.MobileAppRequestFilter.doFilter(MobileAppRequestFilter.java:37)
... 4 filtered
at com.atlassian.jira.plugin.mobile.login.MobileLoginSuccessFilter.doFilter(MobileLoginSuccessFilter.java:54)
... 3 filtered
at com.atlassian.diagnostics.internal.platform.monitor.http.HttpRequestMonitoringFilter.doFilter(HttpRequestMonitoringFilter.java:55)
... 8 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 58 filtered
at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:66)
... 1 filtered
at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:64)
... 36 filtered
at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30)
... 5 filtered
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.lambda$invokeFilterChain$0(CustomerContextSettingFilter.java:213)
at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.rteInvoke(ReentrantThreadLocalBasedCodeContext.java:136)
at com.atlassian.servicedesk.internal.api.util.context.ReentrantThreadLocalBasedCodeContext.runOutOfContext(ReentrantThreadLocalBasedCodeContext.java:89)
at com.atlassian.servicedesk.internal.utils.context.CustomerContextServiceImpl.runOutOfCustomerContext(CustomerContextServiceImpl.java:47)
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.outOfCustomerContext(CustomerContextSettingFilter.java:204)
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilterImpl(CustomerContextSettingFilter.java:135)
at com.atlassian.servicedesk.internal.web.CustomerContextSettingFilter.doFilter(CustomerContextSettingFilter.java:124)
... 4 filtered
at com.atlassian.jwt.internal.servlet.JwtAuthFilter.doFilter(JwtAuthFilter.java:37)
... 8 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 4 filtered
at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)
... 26 filtered
at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
... 25 filtered
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
at java.lang.Thread.run(Thread.java:748)
Caused by: com.thoughtworks.xstream.mapper.CannotResolveClassException: head
at com.thoughtworks.xstream.mapper.DefaultMapper.realClass(DefaultMapper.java:81)
at com.thoughtworks.xstream.mapper.MapperWrapper.realClass(MapperWrapper.java:125)
at com.thoughtworks.xstream.mapper.DynamicProxyMapper.realClass(DynamicProxyMapper.java:55)
at com.thoughtworks.xstream.mapper.MapperWrapper.realClass(MapperWrapper.java:125)
at com.thoughtworks.xstream.mapper.PackageAliasingMapper.realClass(PackageAliasingMapper.java:88)
at com.thoughtworks.xstream.mapper.ClassAliasingMapper.realClass(ClassAliasingMapper.java:79)
at com.thoughtworks.xstream.mapper.MapperWrapper.realClass(MapperWrapper.java:125)
...
...Cause
The tool needs to connect to https://confluence.atlassian.com in order to retrieve information about KB articles and other relevant information. If this website is not accessible by the application, log scan will fail.
Some reasons include:
https://confluence.atlassian.com might be temporarily unavailable.
The application might not have access to the Internet.
Solution
Resolution
Make sure https://confluence.atlassian.com/ is accessible by the application. The utility HttpClientTest can be used for that.
Updated on April 17, 2025
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