Log Scanner Says We couldn't run the log analyzer
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
Problem
The log analyzer function available in the Atlassian Troubleshooting and Support Tools plugin says the following message when we try to scan the logs:
We couldn't run the log analyzer. There was a problem running the log analyzer. You could try again by clicking Scan.
The following may appear in the atlassian-confluence.log
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2018-04-23 13:34:19,080 hercules INFO [support.tools.hercules.LogScanTask] Scan failed:
javax.net.ssl.SSLHandshakeException: Received fatal alert: handshake_failure
at sun.security.ssl.Alerts.getSSLException(Alerts.java:192)
at sun.security.ssl.Alerts.getSSLException(Alerts.java:154)
at sun.security.ssl.SSLSocketImpl.recvAlert(SSLSocketImpl.java:2038)
at sun.security.ssl.SSLSocketImpl.readRecord(SSLSocketImpl.java:1135)
at sun.security.ssl.SSLSocketImpl.performInitialHandshake(SSLSocketImpl.java:1385)
at sun.security.ssl.SSLSocketImpl.startHandshake(SSLSocketImpl.java:1413)
at sun.security.ssl.SSLSocketImpl.startHandshake(SSLSocketImpl.java:1397)
at sun.net.www.protocol.https.HttpsClient.afterConnect(HttpsClient.java:559)
at sun.net.www.protocol.https.AbstractDelegateHttpsURLConnection.connect(AbstractDelegateHttpsURLConnection.java:185)
at sun.net.www.protocol.http.HttpURLConnection.getInputStream0(HttpURLConnection.java:1564)
at sun.net.www.protocol.http.HttpURLConnection.getInputStream(HttpURLConnection.java:1492)
at sun.net.www.protocol.https.HttpsURLConnectionImpl.getInputStream(HttpsURLConnectionImpl.java:263)
at com.atlassian.sisyphus.RemoteXmlPatternSource.reload(RemoteXmlPatternSource.java:77)
at com.atlassian.sisyphus.RemoteXmlPatternSource.<init>(RemoteXmlPatternSource.java:68)
at com.atlassian.support.tools.salext.AbstractSupportApplicationInfo.getPatternSourceByURL(AbstractSupportApplicationInfo.java:263)
at com.atlassian.support.tools.salext.CrowdApplicationInfo.getPatternSource(CrowdApplicationInfo.java:101)
at com.atlassian.support.tools.hercules.LogScanTask.call(LogScanTask.java:52)
at com.atlassian.support.tools.hercules.LogScanTask.call(LogScanTask.java:24)
at java.util.concurrent.FutureTask.run(FutureTask.java:266)
at java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:511)
at java.util.concurrent.FutureTask.run(FutureTask.java:266)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
at java.lang.Thread.run(Thread.java:748)Diagnosis
Environment
The -Djsse.enableSNIExtension=false property is in place for the application's JVM.
Diagnostic Steps
It's possible to replicate this handshake_failure problem using a Java http client and passing the same argument. For example, using this httpclient we can run this command to replicate it:
1java -jar -Djsse.enableSNIExtension=false httpclienttest-1.0.2.jar https://confluence.atlassian.com:443
Cause
The Atlassian Troubleshooting and Support Tools plugin connects to Atlassian Documentation to link articles related to the messages found in the logs after scanning it. Since this domain uses SNI, it's not possible to make requests to it with the SNI Extension set to false.
Solution
Workaround
Remove the -Djsse.enableSNIExtension=false property from your application and restart it to apply the changes. Check this documentation to understand how to make changes on the system properties: Configuring System Properties
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