Unable to connect to Hipchat after upgrading Hipchat Server to version 2.1.3 and newer
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This is for an outdated version of Hipchat Server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.
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.
問題
After upgrading to Hipchat Server 2.1.3 and later, Mac Desktop Clients are unable to log in to any chat sessions.
The log in attempt fails with the following error:
診断
環境
- An older Hipchat Server that used AddLive for video chat.
- The server was upgraded to version 2.1.3 or higher, which enables the new Hipchat Video solution by default.
Examining the Mac OS Hipchat Logs reveals the following:
2017-02-27 09:52:22:293+0000 [924_1@hipchat.example.com] [WebCore] Missing addlive app id, fetching before proceeding 2017-02-27 09:52:25:780+0000 [924_1@hipchat.example.com] [Web] Web Core log since 09:52:24 GMT (1 message) 2017-02-27 09:52:24:359+0000 [924_1@hipchat.example.com] [WebCore] Failed to fetch addlive app id: [object Object] 2017-02-27 09:54:16:211+0000 [924_1@hipchat.example.com] [AccountContext] Current state updated: Error 2017-02-27 09:54:16:212+0000 [924_1@hipchat.example.com] [AccountView] onError() called 2017-02-27 09:54:16:212+0000 [924_1@hipchat.example.com] [AccountView] Received error: LoadingTimeout
原因
- The Hipchat Mac Desktop client is caching old information for the AddLive video solution, which is no longer included or supported on Hipchat Server.
- Since the client can no longer fetch the AddLive app id from the server, the client will fail to connect.
回避策
- If already logged out of the Hipchat Server and unable to log back in post-upgrade, please follow the steps to clear the Hipchat Mac Preferences in this article, then log back in: