Hipchat Server Export Fails with a Socket Timeout Error


アトラシアン コミュニティをご利用ください。


プラットフォームについて: Server および Data Center のみ。この記事は、Server および Data Center プラットフォームのアトラシアン製品にのみ適用されます。

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.

*Fisheye および Crucible は除く

This is for an outdated version of Hipchat Server

 This article applies to a version of Hipchat Server which will be deprecated soon. After that period the version will no longer be supported.

When will my version be deprecated?

The following versions have been deprecated:

  • Hipchat Server 1.3 (EOL Date: Aug 17, 2017)
  • Hipchat Server 2.0 (EOL Date: Jun 17, 2018)
  • Hipchat Server 2.1 (EOL Date: Dec 8, 2018)

The following version will be deprecated soon:

  • Hipchat Server 2.2 (EOL Date: May 30, 2019)

You can read more about Atlassian's End of Life policy here.

You should upgrade to a more recent version of Hipchat Server as soon as you can to take advantage of new features, and security and bug fixes.


When exporting data from Hipchat Server by running:

hipchat export

The export job fails and the following appears in hcapp.log:

return self._sock.recv_into(b)#012socket.timeout: timed out



  • Hipchat Server 2.2.3 and earlier


  • The export failure occurs when the job is writing the content of the exported archive to the file system. 
  • It will only occur with large export archives that take more than 4 seconds —the default timeout— to be written to the disk. 
  • Note that the failure is unlikely to occur when exporting data without attachments. 


To get around the problem, you need to patch the Cumulus service responsible for exporting the archive to the file system. This will increase the timeout and can be achieved by running the following steps:

Please be sure to run an entire system backup of your server before executing any of the steps below.


  1. Download the attached boto-2.35.1_atlassian-py2.py3-none-any.whl
  2. Upload the file to your server:

    scp boto-2.35.1_atlassian-py2.py3-none-any.whl admin@<server_fqdn>:~

    or if your Hipchat Server is internet facing:

    wget https://confluence.atlassian.com/download/attachments/838547689/boto-2.35.1_atlassian-py2.py3-none-any.whl
  3. Connect to your server as admin and run:

    sudo dont-blame-hipchat
  4. Install the new package:

    /opt/atlassian/hipchat/virtualenv/bin/pip install boto-2.35.1_atlassian-py2.py3-none-any.whl
  5. Restart the patched service and trigger the export again: 

    /etc/init.d/scissortail-worker-0 restart


  • The Cumulus service has been removed in Hipchat Server 2.2.3, meaning that you should not be affected by this if you are running on 2.2.4 or above.
  • If you experience this issue and the workaround above doesn't help, please consider upgrading Hipchat Server to the latest production version. 
  • You can view the latest release notes at Hipchat Server Release Notes.

最終更新日 2018 年 11 月 2 日


Powered by Confluence and Scroll Viewport.