Confluence administrator can't open the User Directories page
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
Summary
When visiting the User Directories page, Confluence shows the "Oops - an error has occurred" message.
Environment
Confluence Data Center
Jira Data Center as user management
Diagnosis
Confluence is/was connected to Jira.
The atlassian-confluence.log shows the following message:
1 2 3 4 52020-10-28 15:02:55,459 WARN [http-nio-80-exec-10] [crowd.directory.loader.CustomDirectoryInstanceLoader] apply Could not load class: com.atlassian.confluence.user.crowd.jira.JiraJdbcRemoteDirectory -- referer: http://confluence.example.com/admin/users/showallusers.action | url: /plugins/servlet/embedded-crowd/directories/list | traceId: e204c2035bbfc919 | userName: admin 2020-10-28 15:02:55,460 ERROR [http-nio-80-exec-10] [crowd.directory.loader.DelegatingDirectoryInstanceLoaderImpl] getFactoryForClass Could not find DirectoryInstanceLoader for com.atlassian.confluence.user.crowd.jira.JiraJdbcRemoteDirectory -- referer: http://confluence.example.com/admin/users/showallusers.action | url: /plugins/servlet/embedded-crowd/directories/list | traceId: e204c2035bbfc919 | userName: admin 2020-10-28 15:02:55,477 WARN [http-nio-80-exec-10] [confluence.impl.hibernate.ConfluenceHibernateTransactionManager] doRollback Performing rollback. Transactions:*The cwd_directory table will contain the following data in the impl_class column:
1com.atlassian.confluence.user.crowd.jira.JiraJdbcRemoteDirectory
Cause
Confluence was connected to a Jira Legacy Directory and this type of directory is no longer supported.
Solution
As the Confluence administrator is unable to remove the directory from the User Directories page, follow the steps of the How do I remove a user directory from Confluence via the database? guide and delete the legacy directory from the database directly.
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