Users run into error 500 when accessing the User profile page in Jira Data Center

Summary

In this article, we are going to describe a scenario where users are observing error 500 while browsing the Profile page:

500 Sorry, we had some technical problems during your last operation. Copy the content below and send it to your Jira Administrator

Environment

Jira Data Center on any version from 9.0.0.

Diagnosis

• Search in the atlassian-jira.log files for the Log's referral number (from in the UI), and check if you get an error similar to the one below:

  1 2 3 4 5 2024-09-05 16:21:20,839+0200 http-nio-8080-exec-823 url: /internal-error ERROR [c.a.j.web.servlet.InternalServerErrorServlet] {errorId=xxxxx-xxxx-xxxx-xxxx-xxxxxxxx, interpretedMsg=, cause=java.lang.IllegalStateException: getWriter() called after getOutputStream(), stacktrace=java.lang.IllegalStateException: getWriter() called after getOutputStream() at com.atlassian.jira.web.filters.pagebuilder.PageBuilderResponseWrapper.getWriter(PageBuilderResponseWrapper.java:43) [classes/:?] at com.opensymphony.module.sitemesh.filter.PageResponseWrapper$5.activateDestination(PageResponseWrapper.java:126) [sitemesh-2.5-atlassian-11.jar:?] at com.opensymphony.module.sitemesh.filter.RoutablePrintWriter.getDestination(RoutablePrintWriter.java:42) [sitemesh-2.5-atlassian-11.jar:?] at com.opensymphony.module.sitemesh.filter.RoutablePrintWriter.write(RoutablePrintWriter.java:153) [sitemesh-2.5-atlassian-11.jar:?]

• The error message above is generic and does not provide detailed assistance. Scan through the log lines that are preceding the error from above, and check if you can see the error below, which relates to a vm file from miniorange:

  1 2 3 2024-09-05 16:21:20,771+0200 http-nio-8080-exec-823 url: /secure/ViewProfile.jspa, /secure/views/user/viewprofile.jsp; user: someUser ERROR someUser 981x2151594x1 ks3oge IP1,IP2 /secure/ViewProfile.jspa [org.apache.velocity] Left side ($userAttributesMap.size()) of '>' operation has null value at /miniorange/jira/usersync/templates/jiraProfileView.vm[line 4, column 40] 2024-09-05 16:21:20,771+0200 http-nio-8080-exec-823 url: /secure/ViewProfile.jspa, /secure/views/user/viewprofile.jsp; user: someUser ERROR someUser 981x2151594x1 ks3oge IP1,IP2 /secure/ViewProfile.jspa [org.apache.velocity] Left side ($userLdapAttributesMap.size()) of '>' operation has null value at /miniorange/jira/usersync/templates/jiraProfileView.vm[line 20, column 44]

• Check if you are using the User Provisioning/Sync for Jira plugin in the page ⚙ > Manage Apps > Manage Apps. It can also be checked by looking at the application.xml file from the Jira Support Zip (as shown in the snippet below):

  1 2 3 4 5 6 7 8 9 10 <plugin> <key>com.miniorange.usersync.miniorange-usersync-jira</key> <name>User Provisioning/Sync for Jira</name> <version>2.4.0</version> <vendor>miniOrange</vendor> <status>ENABLED</status> <vendor-url>http://miniorange.com/</vendor-url> <framework-version>2</framework-version> <bundled>User installed</bundled> </plugin>

• Disable the User Provisioning/Sync for Jira add-on and check if you are able to access the user profile page

  • If you can access this page and the 500 error goes away, then this KB article is relevant and the add-on is the culprit

Cause

The 500 error observed in the UI is caused by the 3rd party add-on User Provisioning/Sync for Jira plugin.

Solution

• Try to upgrade the problematic add-on User Provisioning/Sync for Jira to the latest version via the page ⚙ > Manage Apps > Manage Apps

• If the issue does not get resolved after the add-on upgrade:

  • Raise a support ticket with the miniorange provider to get further assistance

  • In parallel, disable the add-on User Provisioning/Sync for Jira for now, so that you can access the User profile page again