Crowd full synchronization throwing connection timeout error
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
Problem
Sometimes Crowd full synchronization may stop working, and can throw a connect timeout error in the UI and logs.
Cause
The application had a failure that the application couldn't heal while the application was still running.
Example of a database connection failure that happened at 7 a.m.:
1
2024-10-30 07:00:10,650 http-nio-8095-exec-12 ERROR [[Catalina].[localhost].[/crowd].[default]] Servlet.service() for servlet [default] in context with path [/crowd] threw exceptionorg.springframework.transaction.CannotCreateTransactionException: Could not open Hibernate Session for transaction; nested exception is org.hibernate.exception.JDBCConnectionException: Unable to acquire JDBC Connection at org.springframework.orm.hibernate5.HibernateTransactionManager.doBegin(HibernateTransactionManager.java:600) ~[spring-orm-5.3.36.jar:5.3.36] Later, the database connection was reestablished; however, the application couldn't heal properly. This may happen because many internal processes work with caches, which are only recreated after a restart.
Solution
Create a maintenance window and restart Crowd to properly recreate the cache.
In case that doesn't work, contact Crowd support by opening a ticket at https://support.atlassian.com/contact.
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