Jira Crash Intermittently by generating hs_err_pid files in Data Center
Platform Notice: Data Center Only - This article only applies to Atlassian apps 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
Jira is installed in windows machine and started using the startup script. Every 6 hours, Jira crash by generating hs_err_pid files.
Environment
Jira Software/ Jira Service Management DataCenter on any version.
Diagnosis
Analysing hs_err_pid files, we could see that Jira crashed with error EXCEPTION_ACCESS_VIOLATION.
A fatal error has been detected by the Java Runtime Environment:
#
# EXCEPTION_ACCESS_VIOLATION (0xc0000005) at pc=0x000000005b3191b7, pid=15012, tid=0x0000000000002924
#
# JRE version: Java(TM) SE Runtime Environment (8.0_202-b08) (build 1.8.0_202-b08)
# Java VM: Java HotSpot(TM) 64-Bit Server VM (25.202-b08 mixed mode windows-amd64 compressed oops)
# Problematic frame:
# V [jvm.dll+0x691b7]
#
# Core dump written. Default location: C:\Program Files\Atlassian\Jira\bin\hs_err_pid.mdmp
#
# If you would like to submit a bug report, please visit:
# http://bugreport.java.com/bugreport/crash.jsp
#
--------------- T H R E A D ---------------
Current thread (0x000000005bfdf000): JavaThread "http-nio-8080-exec-1 url: /" daemon [_thread_in_vm, id=10532, stack(0x00000000af1f0000,0x00000000af2f0000)]
siginfo: ExceptionCode=0xc0000005, reading address 0xffffffffffffffff
Registers:
RAX=0x0000000000000048, RBX=0x000000005bfdf000, RCX=0x6361706100000002, RDX=0x00000000af2e3718
RSP=0x00000000af2e36b8, RBP=0x00000000af2e3750, RSI=0x6361706100000002, RDI=0x00000007926b6880
R8 =0x00000000af2e3710, R9 =0x00000000af2e3718, R10=0x00007ffc35a314b8, R11=0x000000000482f798
R12=0x0000000000000000, R13=0x00000000af2e3770, R14=0x00000000af2e37f0, R15=0x000000005bfdf000
RIP=0x000000005b3191b7, EFLAGS=0x0000000000010246 Cause
The issue occurs when Jira has started using startup scripts. The Remote Desktop Protocol (RDP) session timeout is set to 6 hours; consequently, once this session times out, it results in a forced termination of the Command Prompt from which Jira is launched, ultimately leading to a crash in the Java application.
Solution
In a scenario where an RDP timeout is configured, to prevent the forced termination of the command prompt, it is advisable to configure Jira as a Windows service. Refer to the official guide to configure Jira as a Windows service service and avoid starting Jira using a startup script.
Was this helpful?