Support.zip file generation fails with No such file or directory error
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
Problem
When generation Support.zip file, the following appears in the catalina.out log file:
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2019-02-01 10:42:15,375 ajp-nio-8009-exec-3 ERROR asouiba 642x87624x1 12ov8lg 10.70.89.222 /rest/troubleshooting/latest/support-zip/status/task/9dd61142-e244-424a-bedf-143b5cd9b912 [c.a.p.r.c.error.jersey.ThrowableExceptionMapper] Uncaught exception thrown by REST service: Error getting zip file name
java.lang.RuntimeException: Error getting zip file name
at com.atlassian.troubleshooting.stp.zip.CreateSupportZipMonitor.getAttributes(CreateSupportZipMonitor.java:35)
at com.atlassian.troubleshooting.stp.rest.dto.LocalSupportZipTaskInfoDto.localSupportZipTaskInfo(LocalSupportZipTaskInfoDto.java:71)
at java.util.Optional.map(Optional.java:215)
at com.atlassian.troubleshooting.stp.rest.SupportZipResource.getSupportZipStatus(SupportZipResource.java:137)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
... 2 filtered
at java.lang.reflect.Method.invoke(Method.java:498)
... 19 filtered
at com.atlassian.plugins.rest.module.RestDelegatingServletFilter$JerseyOsgiServletContainer.doFilter(RestDelegatingServletFilter.java:154)
... 1 filtered
at com.atlassian.plugins.rest.module.RestDelegatingServletFilter.doFilter(RestDelegatingServletFilter.java:68)
... 41 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 53 filtered
at com.atlassian.jira.security.JiraSecurityFilter.lambda$doFilter$0(JiraSecurityFilter.java:66)
... 1 filtered
at com.atlassian.jira.security.JiraSecurityFilter.doFilter(JiraSecurityFilter.java:64)
... 16 filtered
at com.atlassian.plugins.rest.module.servlet.RestSeraphFilter.doFilter(RestSeraphFilter.java:37)
... 19 filtered
at com.atlassian.jira.servermetrics.CorrelationIdPopulatorFilter.doFilter(CorrelationIdPopulatorFilter.java:30)
... 5 filtered
at com.idalko.jira.plugins.igrid.servicedesk.ServletRequestContextFilter.doFilter(ServletRequestContextFilter.java:23)
... 8 filtered
at com.atlassian.web.servlet.plugin.request.RedirectInterceptingFilter.doFilter(RedirectInterceptingFilter.java:21)
... 4 filtered
at com.atlassian.web.servlet.plugin.LocationCleanerFilter.doFilter(LocationCleanerFilter.java:36)
... 26 filtered
at com.atlassian.jira.servermetrics.MetricsCollectorFilter.doFilter(MetricsCollectorFilter.java:25)
... 25 filtered
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
at java.lang.Thread.run(Thread.java:748)
Caused by: java.util.concurrent.ExecutionException: java.lang.RuntimeException: java.io.IOException: No such file or directory
at java.util.concurrent.FutureTask.report(FutureTask.java:122)
at java.util.concurrent.FutureTask.get(FutureTask.java:192)
at com.atlassian.troubleshooting.stp.task.DefaultTaskMonitor.get(DefaultTaskMonitor.java:108)
at com.atlassian.troubleshooting.stp.zip.CreateSupportZipMonitor.getAttributes(CreateSupportZipMonitor.java:33)
... 240 more
at com.atlassian.troubleshooting.stp.zip.ZipFileAppender.processInnerItem(ZipFileAppender.java:137)
at com.atlassian.troubleshooting.stp.zip.ZipFileAppender.processInnerItem(ZipFileAppender.java:39)
at com.atlassian.troubleshooting.stp.zip.NestedProgressTracker.process(NestedProgressTracker.java:48)
at com.atlassian.troubleshooting.stp.zip.CreateSupportZipTask.addSupportFilesToZip(CreateSupportZipTask.java:133)
at com.atlassian.troubleshooting.stp.zip.CreateSupportZipTask.lambda$null$0(CreateSupportZipTask.java:79)
at com.atlassian.troubleshooting.stp.zip.CreateSupportZipTask.writeSupportZipFile(CreateSupportZipTask.java:112)
at com.atlassian.troubleshooting.stp.zip.CreateSupportZipTask.lambda$call$1(CreateSupportZipTask.java:77)
at com.atlassian.troubleshooting.stp.zip.CreateSupportZipTask.call(CreateSupportZipTask.java:88)
at com.atlassian.troubleshooting.stp.zip.CreateSupportZipTask.call(CreateSupportZipTask.java:35)
at java.util.concurrent.FutureTask.run(FutureTask.java:266)
at java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:511)
at java.util.concurrent.FutureTask.run(FutureTask.java:266)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
... 1 more
Caused by: java.io.IOException: No such file or directory
at java.io.UnixFileSystem.createFileExclusively(Native Method)
at java.io.File.createTempFile(File.java:2024)
at java.io.File.createTempFile(File.java:2070)
at com.atlassian.troubleshooting.stp.request.FileSanitizer.sanitize(FileSanitizer.java:65)
at com.atlassian.troubleshooting.stp.zip.ZipFileAppender.processInnerItem(ZipFileAppender.java:135)Also, the below warning message will be shown on the JIRA UI:
Cause
Jira writes logs for Support.zip file generations under $JIRA_INSTALL/temp directory. If temp directory is missing under $JIRA_INSTALL, then the error above will be thrown.
Resolution
Create temp directory under $JIRA_INSTALL path and grant read/write permission to the directory owner. The commands below should be executed by Jira process owner:
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mkdir -p $JIRA_INSTALL/temp
cd $JIRA_INSTALL
chmod u+rw tempUpdated on April 8, 2025
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