JIRA Fails to Start Due to com.atlassian.jira.user.util.UserKeyStoreImpl$LazyCacheKey.hashCode Null Pointer

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 fails to start and the following error can be found in the atlassian-jira.log log file:

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 2015-02-19 10:35:05,260 localhost-startStop-1 ERROR [atlassian.jira.startup.LauncherContextListener] Unable to start JIRA. com.atlassian.cache.CacheException: java.lang.NullPointerException at com.atlassian.cache.memory.DelegatingCache$DelegatingLoadingCache.get(DelegatingCache.java:275) at com.atlassian.jira.user.util.UserKeyStoreImpl.buildCache(UserKeyStoreImpl.java:195) at com.atlassian.jira.user.util.UserKeyStoreImpl.<init>(UserKeyStoreImpl.java:57) at sun.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method) at sun.reflect.NativeConstructorAccessorImpl.newInstance(NativeConstructorAccessorImpl.java:57) <+1> (DelegatingConstructorAccessorImpl.java:45) at java.lang.reflect.Constructor.newInstance(Constructor.java:526) at org.picocontainer.injectors.AbstractInjector.newInstance(AbstractInjector.java:145) at org.picocontainer.injectors.ConstructorInjector$1.run(ConstructorInjector.java:342) at org.picocontainer.injectors.AbstractInjector$ThreadLocalCyclicDependencyGuard.observe(AbstractInjector.java:270) at org.picocontainer.injectors.ConstructorInjector.getComponentInstance(ConstructorInjector.java:364) at org.picocontainer.behaviors.AbstractBehavior.getComponentInstance(AbstractBehavior.java:64) at org.picocontainer.behaviors.Stored.getComponentInstance(Stored.java:91) at org.picocontainer.behaviors.AbstractBehavior.getComponentInstance(AbstractBehavior.java:64) at org.picocontainer.behaviors.Locked.getComponentInstance(Locked.java:40) at org.picocontainer.DefaultPicoContainer.getInstance(DefaultPicoContainer.java:698) at org.picocontainer.DefaultPicoContainer.getComponent(DefaultPicoContainer.java:646) at org.picocontainer.DefaultPicoContainer.getComponent(DefaultPicoContainer.java:631) at org.picocontainer.parameters.BasicComponentParameter$1.resolveInstance(BasicComponentParameter.java:118) at org.picocontainer.parameters.ComponentParameter$1.resolveInstance(ComponentParameter.java:136) at org.picocontainer.injectors.SingleMemberInjector.getParameter(SingleMemberInjector.java:78) at org.picocontainer.injectors.ConstructorInjector$CtorAndAdapters.getParameterArguments(ConstructorInjector.java:309) at org.picocontainer.injectors.ConstructorInjector$1.run(ConstructorInjector.java:335) at org.picocontainer.injectors.AbstractInjector$ThreadLocalCyclicDependencyGuard.observe(AbstractInjector.java:270) at org.picocontainer.injectors.ConstructorInjector.getComponentInstance(ConstructorInjector.java:364) at org.picocontainer.behaviors.AbstractBehavior.getComponentInstance(AbstractBehavior.java:64) at org.picocontainer.behaviors.Stored.getComponentInstance(Stored.java:91) at org.picocontainer.behaviors.AbstractBehavior.getComponentInstance(AbstractBehavior.java:64) at org.picocontainer.behaviors.Locked.getComponentInstance(Locked.java:40) at org.picocontainer.DefaultPicoContainer.getInstance(DefaultPicoContainer.java:698) at org.picocontainer.DefaultPicoContainer.getComponent(DefaultPicoContainer.java:646) at org.picocontainer.DefaultPicoContainer.getComponent(DefaultPicoContainer.java:631) at org.picocontainer.parameters.BasicComponentParameter$1.resolveInstance(BasicComponentParameter.java:118) at org.picocontainer.parameters.ComponentParameter$1.resolveInstance(ComponentParameter.java:136) at org.picocontainer.injectors.SingleMemberInjector.getParameter(SingleMemberInjector.java:78) at org.picocontainer.injectors.ConstructorInjector$CtorAndAdapters.getParameterArguments(ConstructorInjector.java:309) at org.picocontainer.injectors.ConstructorInjector$1.run(ConstructorInjector.java:335) at org.picocontainer.injectors.AbstractInjector$ThreadLocalCyclicDependencyGuard.observe(AbstractInjector.java:270) at org.picocontainer.injectors.ConstructorInjector.getComponentInstance(ConstructorInjector.java:364) at org.picocontainer.behaviors.AbstractBehavior.getComponentInstance(AbstractBehavior.java:64) at org.picocontainer.behaviors.Stored.getComponentInstance(Stored.java:91) at org.picocontainer.behaviors.AbstractBehavior.getComponentInstance(AbstractBehavior.java:64) at org.picocontainer.behaviors.Locked.getComponentInstance(Locked.java:40) at org.picocontainer.DefaultPicoContainer.getInstance(DefaultPicoContainer.java:698) at org.picocontainer.DefaultPicoContainer.getComponent(DefaultPicoContainer.java:646) at org.picocontainer.DefaultPicoContainer.getComponent(DefaultPicoContainer.java:631) at org.picocontainer.parameters.BasicComponentParameter$1.resolveInstance(BasicComponentParameter.java:118) at org.picocontainer.parameters.ComponentParameter$1.resolveInstance(ComponentParameter.java:136) at org.picocontainer.injectors.SingleMemberInjector.getParameter(SingleMemberInjector.java:78) at org.picocontainer.injectors.ConstructorInjector$CtorAndAdapters.getParameterArguments(ConstructorInjector.java:309) at org.picocontainer.injectors.ConstructorInjector$1.run(ConstructorInjector.java:335) at org.picocontainer.injectors.AbstractInjector$ThreadLocalCyclicDependencyGuard.observe(AbstractInjector.java:270) at org.picocontainer.injectors.ConstructorInjector.getComponentInstance(ConstructorInjector.java:364) at org.picocontainer.behaviors.AbstractBehavior.getComponentInstance(AbstractBehavior.java:64) at org.picocontainer.behaviors.Stored.getComponentInstance(Stored.java:91) at org.picocontainer.behaviors.AbstractBehavior.getComponentInstance(AbstractBehavior.java:64) at org.picocontainer.behaviors.Locked.getComponentInstance(Locked.java:40) at org.picocontainer.DefaultPicoContainer.getInstance(DefaultPicoContainer.java:698) at org.picocontainer.DefaultPicoContainer.getComponent(DefaultPicoContainer.java:646) at org.picocontainer.DefaultPicoContainer.getComponent(DefaultPicoContainer.java:631) at org.picocontainer.parameters.BasicComponentParameter$1.resolveInstance(BasicComponentParameter.java:118) at org.picocontainer.parameters.ComponentParameter$1.resolveInstance(ComponentParameter.java:136) at org.picocontainer.injectors.SingleMemberInjector.getParameter(SingleMemberInjector.java:78) at org.picocontainer.injectors.ConstructorInjector$CtorAndAdapters.getParameterArguments(ConstructorInjector.java:309) at org.picocontainer.injectors.ConstructorInjector$1.run(ConstructorInjector.java:335) at org.picocontainer.injectors.AbstractInjector$ThreadLocalCyclicDependencyGuard.observe(AbstractInjector.java:270) at org.picocontainer.injectors.ConstructorInjector.getComponentInstance(ConstructorInjector.java:364) at org.picocontainer.behaviors.AbstractBehavior.getComponentInstance(AbstractBehavior.java:64) at org.picocontainer.behaviors.Stored.getComponentInstance(Stored.java:91) at org.picocontainer.behaviors.AbstractBehavior.getComponentInstance(AbstractBehavior.java:64) at org.picocontainer.behaviors.Locked.getComponentInstance(Locked.java:40) at org.picocontainer.DefaultPicoContainer.getInstance(DefaultPicoContainer.java:698) at org.picocontainer.DefaultPicoContainer.getComponent(DefaultPicoContainer.java:646) at org.picocontainer.DefaultPicoContainer.getComponent(DefaultPicoContainer.java:677) at com.atlassian.jira.component.CachingMutablePicoContainer.getComponent(CachingMutablePicoContainer.java:159) at com.atlassian.jira.ComponentManager.getComponent(ComponentManager.java:639) at com.atlassian.jira.component.ComponentAccessorWorker.getComponent(ComponentAccessorWorker.java:15) at com.atlassian.jira.component.ComponentAccessor.getComponent(ComponentAccessor.java:132) at com.atlassian.jira.component.ComponentAccessor.getI18nHelperFactory(ComponentAccessor.java:228) at com.atlassian.jira.startup.ClusteringChecklistLauncher.start(ClusteringChecklistLauncher.java:51) at com.atlassian.jira.startup.DefaultJiraLauncher$3.run(DefaultJiraLauncher.java:133) at com.atlassian.jira.config.database.DatabaseConfigurationManagerImpl.doNowOrEnqueue(DatabaseConfigurationManagerImpl.java:324) at com.atlassian.jira.config.database.DatabaseConfigurationManagerImpl.doNowOrWhenDatabaseActivated(DatabaseConfigurationManagerImpl.java:214) at com.atlassian.jira.startup.DefaultJiraLauncher.postDbLaunch(DefaultJiraLauncher.java:118) at com.atlassian.jira.startup.DefaultJiraLauncher.access$100(DefaultJiraLauncher.java:32) at com.atlassian.jira.startup.DefaultJiraLauncher$1.run(DefaultJiraLauncher.java:81) at com.atlassian.jira.util.devspeed.JiraDevSpeedTimer.run(JiraDevSpeedTimer.java:34) at com.atlassian.jira.startup.DefaultJiraLauncher.start(DefaultJiraLauncher.java:76) at com.atlassian.jira.startup.LauncherContextListener.contextInitialized(LauncherContextListener.java:71) <+5> (StandardContext.java:4992) (StandardContext.java:5490) (LifecycleBase.java:150) (ContainerBase.java:1575) (ContainerBase.java:1565) at java.util.concurrent.FutureTask.run(FutureTask.java:262) at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1145) at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:615) at java.lang.Thread.run(Thread.java:745) Caused by: java.lang.NullPointerException at com.atlassian.jira.user.util.UserKeyStoreImpl$LazyCacheKey.hashCode(UserKeyStoreImpl.java:250) at com.google.common.base.Equivalences$Equals.doHash(Equivalences.java:91) at com.google.common.base.Equivalence.hash(Equivalence.java:105) at com.google.common.cache.LocalCache.hash(LocalCache.java:1888) at com.google.common.cache.LocalCache.get(LocalCache.java:3969) at com.google.common.cache.LocalCache$LocalManualCache.get(LocalCache.java:4834) at com.atlassian.cache.memory.DelegatingCache$DelegatingLoadingCache.get(DelegatingCache.java:264) ... 97 more

Cause

This error may be caused by a null value in the app_user database table.

Resolution

Always back up your data before making any database modifications. If possible, test any alter, insert, update, or delete SQL commands on a staging server first.

  • Run the following query to verify there are null entries in *app_user*

    1 2 3 select * from app_user where user_key is null or lower_user_name is null;

  • Run the following query to clear entries with null values.

    1 2 3 delete from app_user where user_key is null or lower_user_name is null;
Updated on April 8, 2025
Platform
Data Center only
Product
Jira Software Data Center
On this pageSymptomsCauseResolution

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