Unable to Access Jira after upgrade to 7.x Due To Expired Service Management License
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 upgrading to Jira 7.x, you are unexpectedly presented with the following screen:
Diagnosis
Environment
There was an installation of Jira Service Management on the instance that had an expired license.
There was previously an installation of Jira Service Management that was uninstalled, but the license is still stored in the database.
Cause
The JSD license is expired, and therefore isn't eligible for the version of Jira you are upgrading to.
Jira detects the old license in the database, and throws this error even though Service Management is not currently installed.
Workaround
Click on the hyperlink below the details of the error to move to the next page.
Then, remove the expired license by selecting the 3rd choice.
A page with "Update License" will come up.
Restart the instance.
Resolution
Roll back your upgrade to the version you upgraded from.
Navigate to ⚙ > Add-ons > Manage Add-ons.
If Jira Service Management is not installed, reinstall it.
Remove the license from Service Management
Uninstall the add-on.
For more information on this issue, see JRASERVER-47369 - Unable to Access JIRA after upgrade to JIRA Software (JIRA 7) due to expired license.
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