Manage Apps displays "This version of JIRA is unrecognized to the Atlassian Marketplace" after upgrading Jira Data Center

Summary

After upgrading Jira, the Manage Apps page displays an error stating that the Jira version is unrecognized by the Atlassian Marketplace:

This issue prevents the application from listing installed apps or installing new ones.

Diagnosis

Test connectivity to Marketplace:

Verify the “atlassinn-jira.log” for any of the following errors:

Diagnosis 1:

Diagnosis 2:

Diagnosis 3:

Diagnosis 4:

Cause

This issue typically occurs due to one of the following reasons:

• Air-Gapped Network: The TCP connection to marketplace.atlassian.com:443 in air‑gapped/locked‑down networks is blocked by a firewall or proxy, or there’s no outbound internet access at all.

• SSL/TrustStore Issues: Java can't establish a secure connection to the Atlassian Marketplace because the Java truststore (cacerts) is missing or contains incorrect certificates.

• UPM Configuration: The Universal Plugin Manager (UPM) is unable to verify app signatures or reach the Marketplace due to specific configuration or directory permission issues.

• Corrupted Class Files: Files within the Jira installation directory (specifically atlassian-jira/WEB-INF/classes) may become corrupted during or after an upgrade.

Solution

Diagnosis 1:

The error is usually accompanied by the following error in the Apps section of the admin settings:

This means Jira is not recognising the UPM truststore (or the directory that contains it). You need to check if the upmconfig directory exists in the <JIRA_HOME> directory, and if it doesn't, follow the steps to configure the app signature check:

1. Create an empty directory called upmconfig in the product’s home directory. For example, [jira-home]/upmconfig.

2. Create an empty directory upmconfig/truststore.

3. Download the certificates provided by Atlassian and copy them to the trust store directory you’ve just created.

4. To apply a configuration that differs from the default settings:

   1. Create an upm.properties text file in the upmconfig directory.

   2. Add the desired configuration properties as described in the table above. eg, To disable app signature check with UPM >= 8.0.x:

      atlassian.upm.signature.check.disabled=true

5. Apply the required file permissions to the configuration folder (must be an admin, it SHOULD NOT be the user running Jira, update the user and group names accordingly to their environment)

   sudo chown -R admin:admingroup upmconfig chmod 644 upmconfig/upm.properties upmconfig/truststore/* chmod 755 upmconfig upmconfig/truststore

Diagnosis 2:

A "Connection timed out" error can stem from several reasons:

• Broken network connectivity

• Firewall restrictions

• Proxy requirements

• SSL handshake exceptions

Check for a forward (outbound) HTTP/HTTPS proxy that Jira’s JVM should use for external calls (such as to https://marketplace.atlassian.com)

If the Java home changed during the version upgrade, the default SSL trust store might have changed. You might need to re-import the SSL certificates. Alternatively, you may have outbound proxies defined in earlier Jira configurations, which might cause trouble if they are missing during the upgrade.

Diagnosis 3:

The error indicates that the HTTPS call fails within the JVM with the InvalidAlgorithmParameterException: the trustAnchors parameter must be non-empty. Because that call fails, UPM treats the version as “unrecognized” and shows the banner.

• To fix this, ensure server.xml is using the correct properties:

• Use protocols= instead of sslEnabledProtocols=

  • protocols="TLSv1.2,TLSv1.3"

• Use certificateVerification="none" instead of clientAuth="false"

• Review the current truststore state and verify its permissions.

• Explicitly add the following JVM parameters to tell the JVM which file to use, along with the password:

• Reboot Jira and test again.

Diagnosis 4:

Make sure that the right SSL certificates are in the truststore used by Jira and also that they are owned by the Jira user running the application with the right permissions.

1. Download the Atlassian Marketplace certificates with the commands below

   keytool -printcert -sslserver marketplace.atlassian.com:443 -rfc >> marketplace.atlassian.com.crt keytool -printcert -sslserver marketplace-cdn.atlassian.com:443 -rfc >> marketplace-cdn.atlassian.com.crt keytool -printcert -sslserver api.media.atlassian.com:443 -rfc >> api.media.atlassian.com.crt

2. Import the certificates into the Java trust store:

Java 8

Java 11

The trust store is located in the following directories:

• Windows/Linux: $JAVA_HOME/jre/lib/security/cacerts

• Mac OS (not supported): $JAVA_HOME/lib/security/cacerts

• If customised: Check the value of the startup parameter-Djavax.net.ssl.trustStore

If keytool prompts for a password, the default is changeit.

1. Restart the Jira application. Certificates are loaded into the JVM on startup, and such changes need a restart to take effect.

2. You can refer to the following page for more details: Unable to Connect to SSL Services Due to 'PKIX Path Building Failed' Error | Atlassian knowledge base | Atlassian Support

Alternate Solution:

If there are no errors in the logs, the root cause could be corruption of class files in the Jira Installation Directory (<Jira Install>atlassian-jira\WEB-INF\classes). In that case, the solution is to replace the contents of the classes folder with those from a fresh Jira installation package.