Unable to connect to Hipchat after upgrading Hipchat Server to version 2.1.3 and newer

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This is for an outdated version of Hipchat Server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.

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:  

    Mac Desktop App:  Clearing Preferences

最終更新日: 2018 年 1 月 19 日

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