Jira user profile page is blank

Summary

When clicking on the avatar icon at the top right corner and then the profile link, users land on an empty blank profile page and can't change any settings.

Normally, users should be able to see their personal information and also modify their preferences.

Environment

Any Jira Data Center version

Diagnosis

Root cause 1

An add-on is breaking the loading/rending of the user profile page. Examples of add-ons that are known to cause this issue are listed below (but not limited to):

• Metadata for Jira

• Personal Issue Templates for Java (by Atlassian Labs)

Root cause 2

Jira is configured to run over HTTPS (using SSL), but the Jira SSL Certificate had not been imported in Jira's Java truststore. As a result, the Jira application "cannot trust itself" via an SSL connection, and when it tries to load gadgets using Jira's HTTPS URLs (for example, to display the user profile page), it fails since it is not an HTTPS request that can be trusted. More information is provided in the KB article below:

• Unable to connect to SSL services due to "PKIX Path Building Failed" error

Cause

Root cause 1

• If you are using any of the add-ons listed above, try disabling them and see if the issue disappears.

• If the issue does not go away, try to enable plugin safe mode via the page ⚙ > Manage Apps > Manage Apps and see if the issue goes away. If it goes away, then it is likely that an add-on is causing the issue. In this case, to identify which add-on is causing the issue, you can exit plugin safe mode, and then disable each add-on 1 by 1 until the issue goes away.

Root cause 2

• Check the Jira logs (atlassian-jira.log files) and look for the following error:

  1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 2021-10-07 14:07:41,116+0000 http-nio-8081-exec-24 WARN XXXXXX XXXxXXXXXxX XXXXXXX /secure/ViewProfile.jspa [c.a.g.renderer.internal.GadgetSpecFactoryImpl] Error occurred while retrieving gadget spec for rest/gadgets/1.0/g/com.atlassian.streams.streams-jira-plugin/gadgets/activitystream-gadget.xml 2021-10-07 14:07:41,116+0000 http-nio-8081-exec-24 ERROR XXXXX XXXxXXXXXxX XXXXXXX /secure/ViewProfile.jspa [webwork.util.ValueStack] query="/htmlForSelectedTab" {[id="null" type="5" values=""]} {[id="htmlForSelectedTab" type="8" values=""]} java.lang.reflect.InvocationTargetException at sun.reflect.GeneratedMethodAccessor2836.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) at java.lang.reflect.Method.invoke(Method.java:498) at webwork.util.InjectionUtils$DefaultInjectionImpl.invoke(InjectionUtils.java:70) at webwork.util.InjectionUtils.invoke(InjectionUtils.java:56) at webwork.util.ValueStack.findValue(ValueStack.java:417) at webwork.util.ValueStack.findValue(ValueStack.java:216) at webwork.view.taglib.WebWorkBodyTagSupport.findValue(WebWorkBodyTagSupport.java:62) at webwork.view.taglib.BasicPropertyTag.doStartTag(BasicPropertyTag.java:54) at jsp.secure.views.user.profile.viewprofile_002dcontent_jsp._jspx_meth_ww_005fproperty_005f1(viewprofile_002dcontent_jsp.java:265) ... Caused by: com.atlassian.gadgets.GadgetParsingException: org.apache.shindig.gadgets.GadgetException: Unable to retrieve gadget xml. HTTP error 500

• Go to the heath check page in ⚙ > Troubleshooting and support tools > Instance health > Supported platform > Gadget feed URL and see if this check is failing

• If you can find the error mentioned above in the Jira logs, or see that the Gadget Feed URL check is failing, then the solution for the root cause 2 applies.

Solution

Root cause 1

Disable the problematic add-on. If the add-on is coming from a 3rd party vendor, please reach out to the vendor support team for further assistance.

Root cause 2

Import the SSL certificate from the Jira application in the Java trust store by following the instructions inHow to import a public SSL certificate into a JVM, and then re-start the Jira application.