Certain actions from plugin Microsoft Teams for Jira could lead to intermittent Server Timeout Errors in Jira
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
Microsoft Teams for Jira unable to communicate with Jira due to Server timeout errors
Environment
Jira 8.x
Symptoms
From Microsoft Teams for Jira when user tries to perform actions like:
Link MS Teams Channel with Jira to create Issue
Create new tab with Jira in MS Team Groups
Following errors are intermittently observed in Jira application logs:
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2021-11-22 16:56:22,225+0100 Timer-62 ERROR [c.microsoft.signalr.HubConnection] HubConnection disconnected with an error: Server timeout elapsed without receiving a message from the server..
2021-11-22 16:56:23,225+0100 Timer-62 ERROR [c.microsoft.signalr.HubConnection] HubConnection disconnected with an error: Server timeout elapsed without receiving a message from the server..
2021-11-22 16:56:24,226+0100 Timer-62 ERROR [c.microsoft.signalr.HubConnection] HubConnection disconnected with an error: Server timeout elapsed without receiving a message from the server..
2021-11-22 16:56:25,226+0100 Timer-62 ERROR [c.microsoft.signalr.HubConnection] HubConnection disconnected with an error: Server timeout elapsed without receiving a message from the server..
2021-11-22 16:56:30,847+0100 OkHttp https://msteams-jira-server.service.signalr.net/... ERROR [c.microsoft.signalr.HubConnection] HubConnection disconnected with an error Server timeout elapsed without receiving a message from the server..From MS Teams App this error “An Unhandled error occurred. We are working on it!“ message is displayed
Cause
The issue could be caused due to multiple reason and most commonly observed causes are listed below
Outdated version of Microsoft Teams for Jira
When an avatar is send as part of the payload. Large images can increase the message size significantly and as a result it will increase the response time up to 30 seconds causing timeout
Any other performance issues in the cluster nodes can have an impact on the overall responsiveness of the Jira Instance which could result in timeouts for the plugins
Solution
Cause 1:
Update the Microsoft Teams for Jira to the latest available version
Cause 2
Disable the setting Embed and Transfer Jira Project Avatars in the payload, un-checking the option should help in avoiding increased message size due to large image content.
Cause 3
Identify if there are any underlying Performance Issues in the Jira Instance. Good to start by checking:
High CPU Usage on the server hosting Jira
Memory Utilization on all the nodes
Database Connection Pool
Health Check of Index and Cache Replication
Known Issues
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