Jira System Restoration stuck

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

Problem

XML Restore gets stuck at 90% and does not progress further:

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Diagnosis

Environment

  • Jira Data Center 8.5.3 or lower with JSM 4.5.3 or lower

Diagnostic Steps

  • Restore progresses to 90%, but never goes past 90%.

  • No active Database sessions.

  • No prominent error is logged with PostgreSQL or MS SQL database.

    With Oracle database, following exception is logged:

    atlassian-jira.log

    com.atlassian.activeobjects.spi.ActiveObjectsImportExportException: There was an error during import/export with plugin Jira Service Management(com.atlassian.servicedesk) #4.5.0-REL-0026 (table AO_54307E_SERIES): at com.atlassian.activeobjects.backup.ImportExportErrorServiceImpl.newImportExportSqlException(ImportExportErrorServiceImpl.java:26)

Cause

There was a bug fixed on Jira Service Management (aka Jira Service Desk) fixed on 4.7.0 and backported to the LTS 4.5.4.

JSDSERVER-6621 - Unable to restore from XML backup

Solution

Create a new database and restart the process on a version that contains the fix, 4.7.0+ or latest LTS.

Updated on May 22, 2025

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