Why are Support Tools not working?
Asked by Peter Dyballa:

Hello!

Version: 3.10.6 is installed in FishEye/Crucible 4.4.1 on Ubuntu 16 LTS Linux in Amazon Web Services (AWS, EC2).

The FishEye/Crucible owner can list and view the log file:

fisheye@production-scm:\~$ ls -l /srv/fisheye/var/log/atlassian-fisheye-2017-09-07.log

-rw-r--r-- 1 fisheye fisheye 1092298 Sep 7 10:28 /srv/fisheye/var/log/atlassian-fisheye-2017-09-07.log

When I try to run the scan I get: "**We couldn't run the log analyzer.** There was a problem running the log analyzer. You could try again by clicking **Scan**."

The "[Learn More](https://confluence.atlassian.com/x/KZoiLw)" document, <https://confluence.atlassian.com/support/log-scanner-and-scheduled-log-scanner-790796841.html>, starts with mentioning Internet connection. This is established because I can manually download <https://confluence.atlassian.com/support/files/179443532/792498168/1401/1504769376901/fisheye_regex_v2.xml> with wget:

-rw-rw-r-- 1 fisheye fisheye 261814 Sep 7 10:33 fisheye_regex_v2.xml

An HTTP proxy is not set up because not needed. The direct connection to Internet is controlled by Amazon CloudFront. The server's Security Group allows bidirectional access in HTTP (INBOUND restricted to 52.85.183.0/24, unrestricted does not work either) and HTTPS.

Could it work to pass the downloaded file to Support Tools if they cannot fetch it? What else could cause that "denial of service?"

--

Pete


Answers:
author: Felipe Kraemer
body: Hi [@Peter Dyballa](/t5/user/viewprofilepage/user-id/505797),
> Version: 3.10.6 is installed in FishEye/Crucible 4.4.1

What you said above is confusing. Are you running Fisheye/Crucible 3.10.6 or 4.4.1?

The symptom described does seem to be related to proxy.

There is an existing bug in the Support Tools Plugin (nowadays called Atlassian Troubleshooting and Support Tools Plugin - ATST) which states that the [Log Analyzer fails to run when reverse proxy is configured in FishEye / Crucible](https://ecosystem.atlassian.net/browse/ATST-763).

Can you try the workaround and the fix mentioned in the bug report?

Hopefully this helps!

Felipe

comments: author: Peter Dyballa
body: Hello Felipe!

One Year ago I found that situation with different versions of FishEye/Crucible and its support tools. Reason was that the support tools did not upgrade over Internet (anymore?). This Year I found where up-to-date versions could be accessed and tried to fetch a file with up-to-date support tools and install them manually. Could be they're quite up-to-date now, could be it works to upgrade them over Internet (I don't remember exactly). Since FishEye/Crucible is not allowing logins since a few months (see [https://community.atlassian.com/t5/Fisheye-Crucible-questions/FishEye-Crucible-4-5-3-Starter-License-don-t-work-on-Ubuntu-16/qaq-p/816512?utm_source=atlcomm\&utm_medium=email\&utm_campaign=immediate_general_reply\&utm_content=topic](https://community.atlassian.com/t5/Fisheye-Crucible-questions/FishEye-Crucible-4-5-3-Starter-License-don-t-work-on-Ubuntu-16/qaq-p/816512?utm_source=atlcomm&utm_medium=email&utm_campaign=immediate_general_reply&utm_content=topic)) I cannot do anything more.

--

Pete


author: Peter Dyballa
body: According to atlassian-fisheye-2018-07-04.log we are using FishEye version 4.5.3 with Atlassian Troubleshooting and Support Tools version 1.8.9.