問題

Users reporting that read/unread(readstate) message tracking and notifications across chat clients are not working.

Use Case Scenario: A user working in the Web Client receive some messages from another user. After reading the messages in the web client
other chat clients will still see the messages as unread. As the readstate was not updated.

診断

In the /var/log/hipchat/coral.log you will see WARN in regards to the readstate request that is was skipped

2018-07-05T07:26:12.502069+00:00 chat coral-1: [/readstate#REQQX5YzR] WARN: last read timestamp info [u'd6925a42-6e1e-4d15-9b2f-90206864b3a8', u'1528110874.879949'] for user 44 and jid 1_verti_2.2.2.@XXX.XXX.hipchat.com was skipped.

In the above log entry we can /readstate#<request id> WARN. We can also see that user ID 44 is the one with the issue and at the very end of the line we see it was skipped.
There will also be correlating logs in the /var/log/nginx/access.log and /var/log/hipchat/nginx.log too:

<Client IP Address>- - [05/Jul/2018:07:26:12 +0000] "/readstate" 502 5 "-" "HipChat/4030005.1672 Mozilla/5.0 (Windows NT 6.2; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) QtWebEngine/5.7.0 Chrome/49.0.2623.111 Safari/537.36" "-" -

Here we can see the readstate request returns a *502* http error code. You can also see this from the web client too. Using your browsers Developers Tools > Networking tab select a readstate header and check the status code and you will see:

原因

Redis cache readstate hash and data was not removed.

ソリューション

To resolve this problem we can manually delete the Redis hash and its data.

The first step is to identify a user with the problem and find their ID. You can that by using one of the following commands:

sudo dont-blame-hipchat
DBPASS=$(awk '/"pass"/ {gsub(/[",]/,"");print $2}' /hipchat/config/site.json) && mysql -uroot -p$DBPASS hipchat -e "SELECT * FROM users where email='users-email-address-goes-here';" 

This is will return the users information with the ID being the first column. With the users information we can move on to the next step.

Connect to Reids:

redis-cli -p 6380 HGETALL "readstate:<ID from query>"

The above command should return a set of data that looks similar to this:

root@hcs240:/home/admin# redis-cli -p 6380 HGETALL "readstate:1"

1) "1_myroom@conf.btf.hipchat.com"
2) "[\"ca553600-c830-4d84-9389-38a4efa6f670\", \"1531484138.823086\"]"
3) "1_4@chat.btf.hipchat.com"
4) "[\"\", \"1531484126.761390\"]"

The next step is to delete the readstate hash and associated data:

del "readstate:<ID from query>" 

Have user with issues logout, clear thier client's cache and login back in: 

• How to clear Hipchat for Windows client caches and local data
• Mac desktop app: Clearing preferences
• If you're using a web client, login in an incognito window to test and if ok clear browser cache.

For additional questions or concerns please open a ticket with Atlassian Support