JIRA users can't login to Fisheye/Crucible or connecting to JIRA for user management fails
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
Symptoms
JIRA users can't login to Fisheye/Crucible, and the following appears in the
atlassian-fisheye-<date>.log:1 2 3 4 5 6 7 8 92013-10-30 12:08:16,006 WARN [qtp16943370-186 ] fisheye ReSyncAuthAction-execute - Error synchronising users: com.cenqua.fisheye.user.AuthenticationException: Problem communicating with Crowd at com.cenqua.fisheye.user.crowd.CrowdAuth.listUserNames(CrowdAuth.java:512) at com.cenqua.fisheye.user.DefaultUserManager.synchroniseUsers(DefaultUserManager.java:698) at com.cenqua.fisheye.user.DefaultUserManager.synchroniseUsers(DefaultUserManager.java:673) at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:57) … Caused by: com.atlassian.crowd.exception.ApplicationPermissionException: Forbidden (403) Encountered a "403 - Forbidden" error while loading this page. Go to JIRA homeOr, clicking the "
Next >>"button while trying to connect to JIRA for user management fails and the following appears in theatlassian-fisheye-<date>.log:1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20Caused by: java.util.concurrent.ExecutionException: com.atlassian.crowd.exception.ApplicationPermissionException: Forbidden (403) Encountered a 403 - Forbidden error while loading this page. JIRA home at com.google.common.cache.CustomConcurrentHashMap$ComputedException.get(CustomConcurrentHashMap.java:3321) at com.google.common.cache.CustomConcurrentHashMap$ComputingValueReference.compute(CustomConcurrentHashMap.java:3441) at com.google.common.cache.CustomConcurrentHashMap$Segment.compute(CustomConcurrentHashMap.java:2322) at com.google.common.cache.CustomConcurrentHashMap$Segment.getOrCompute(CustomConcurrentHashMap.java:2291) at com.google.common.cache.CustomConcurrentHashMap.getOrCompute(CustomConcurrentHashMap.java:3802) at com.google.common.cache.ComputingCache.get(ComputingCache.java:46) at com.cenqua.fisheye.user.crowd.CrowdAuth$9.call(CrowdAuth.java:478) at com.cenqua.fisheye.user.crowd.CrowdAuth$9.call(CrowdAuth.java:475) at com.cenqua.fisheye.user.crowd.CrowdAuth.withTimer(CrowdAuth.java:117) at com.cenqua.fisheye.user.crowd.CrowdAuth.getGroupsForUser(CrowdAuth.java:475) ... 77 more Caused by: com.atlassian.crowd.exception.ApplicationPermissionException: Forbidden (403) Encountered a 403 - Forbidden error while loading this page. JIRA home at com.atlassian.crowd.integration.rest.service.RestExecutor$MethodExecutor.throwError(RestExecutor.java:490) at com.atlassian.crowd.integration.rest.service.RestExecutor$MethodExecutor.andReceive(RestExecutor.java:344) at com.atlassian.crowd.integration.rest.service.RestCrowdClient.getNamesOfGroupsForNestedUser(RestCrowdClient.java:769) at com.cenqua.fisheye.user.crowd.CrowdAuth$1.load(CrowdAuth.java:85) at com.cenqua.fisheye.user.crowd.CrowdAuth$1.load(CrowdAuth.java:82) at com.google.common.cache.CustomConcurrentHashMap$ComputingValueReference.compute(CustomConcurrentHashMap.java:3426) ... 85 more
Cause
The Fisheye/Crucible server does not have permission to access the JIRA server for user management due to a missing IP address in list of allowed IPs in the JIRA User Server.
Resolution
Add the IP address of the Fisheye/Crucible server in JIRA Administration > Users > JIRA User Server
Note:
The network adapter of the server where Fisheye/Crucible is installed might be preferring IPv6 instead of IPv4 and, in this case, adding the IPv4 to the JIRA User Server won't be enough. There are two possible solutions:
Add the IPv6 to list of allowed IPs in the JIRA User Server
Add the option "-Djava.net.preferIPv4Stack=true" (without the quotes) into the FISHEYE_OPTS environment variable and restart the Fisheye/Crucible instance.
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