Atlassian Discovery Tools
Asked by Khawar Qaisar:

Hi All,

I have been testing the Jira Assets Discovery Tool, i ahev configured all the settings and pattern files for the tool, i also see the Assetts Discovery Tools upload the hardware details in Atlassian Cloud, but after a few days the RUNNING, service turns to NOT FOUND.

After looking through the logs i get the below error.

**\[Normal\] Service restart not possible, please check service restart options**

I have looked everywhere online to find an answer regarding this issue but nothing that could help, hence reaching out to the community.


Answers:
author: Volodymyr Batrukh
body: Hi [@Khawar Qaisar](/t5/user/viewprofilepage/user-id/5352987)   

Have you tried to re-install Discovery service?   
Run **Discovery.exe -u** and **Discovery.exe -i** Also, please try to check the status of the service in services.msc  

- Volodymyr B.

comments: author: Khawar Qaisar
body: Yes i have re-installed the Jira Discovery using commands -i, -l, -z and the discovery service is showing the below from screenshot.

![Untitled.png](https://community.atlassian.com/t5/image/serverpage/image-id/317743iCF185B74678DC9B9/image-size/large?v=v2&px=999 "Untitled.png")


author: Volodymyr Batrukh
body: [@Khawar Qaisar](/t5/user/viewprofilepage/user-id/5352987) if the service is running, the message "**\[Normal\] Service restart not possible, please check service restart options** " means that service auto restart was not performed automatically. This setting is configured in Service tab \> Service Restart Interval(h). But in general it shouldn't affect scheduled scan or export jobs.  

You can try to change this value and check the logs again later. Also, please check in log file if there were no running scans at the same time. As the active/running scan could block the restart of the service.


author: Khawar Qaisar
body: [@Volodymyr Batrukh](/t5/user/viewprofilepage/user-id/4312888) i have checked the configuration and my Service Restart Interval(h). is set to 24Hrs and only one scan to run at 9am every morning.

Would it be possible to book a call in with your support team.


author: Volodymyr Batrukh
body: Hi [@Khawar Qaisar](/t5/user/viewprofilepage/user-id/5352987)   

please contact Atlassian support via this form - <https://support.atlassian.com/contact/> if you need more assistance.   

If you are still seeing service restart errors in logs, it worth to check the account under which service is running, check Windows Event logs for more specific errors and/or check if Discovery.exe is not blocked by any other process running while service is going to restart (i.e. scan setting that need to scan the whole internal network and can take few hours to complete).  

Regards,  
Volodymyr B.


author: Khawar Qaisar
body: I have previsloy used the same link as above to log this issue to speak to your support team, i need to speak to a person on the phone or organise a call if possible.


author: Khawar Qaisar
body: [@Volodymyr Batrukh](/t5/user/viewprofilepage/user-id/4312888) - Could you please let me know, how we can connect for a support call.


author: Khawar Qaisar
body: [@Volodymyr Batrukh](/t5/user/viewprofilepage/user-id/4312888) - ??


author: Bruno Raymundo
body: Hi, [@Khawar Qaisar](/t5/user/viewprofilepage/user-id/5352987)!

Our support team will be glad to assist you in a screen-sharing call if necessary. Before we can arrange such a call, however, please ensure you log a support issue (including all relevant information of your problem so far) by going to the URL previously shared by [@Volodymyr Batrukh](/t5/user/viewprofilepage/user-id/4312888):

* <https://support.atlassian.com/contact>

This will ensure that the request is routed to the correct team and you have a response promptly.

Cheers,

Bruno


author: Khawar Qaisar
body: [@Bruno Raymundo](/t5/user/viewprofilepage/user-id/502239) i have gone to above link and tried to create another support ticket but keeps taking me back to the main page for Community, the reference for the case is the same as above and nothing has changed.


author: Khawar Qaisar
body: ![Untitled1.png](https://community.atlassian.com/t5/image/serverpage/image-id/318887i2F190AB323578514/image-size/large?v=v2&px=999 "Untitled1.png")


author: Khawar Qaisar
body: Issue logging a support request


author: Bruno Raymundo
body: Did you try adding your SEN instead of the URL in the relevant field? Do you see the same error message? You can check [this page](https://confluence.atlassian.com/support/how-to-find-your-support-entitlement-number-sen-229840018.html) if you're unsure where to find your SEN.


author: Khawar Qaisar
body: [@Bruno Raymundo](/t5/user/viewprofilepage/user-id/502239) request submitted


author: Khawar Qaisar
body: Do you know when i could get some phone support?


author: Bruno Raymundo
body: Glad to hear you were able to proceed! A member of our support team will be assigned to your issue soon and reach out.


author: Khawar Qaisar
body: Hi Team,

We have not bene getting the support we have requested for, and nobody is willing to either schedule a call or arrange a meeting, i keep getting told to log individual tickets for the same issue.

We are currently have project deliverables which are nopt being met due to a lack of support from your own product.

Could we escalate this issue to an account manager or line manager.


Tags: cloud

jira

jira-cloud