Why we are unable to create a tickets in jira?
Asked by Santhosh Gosula:

Hello,

Good day!!

We are getting "**unsupported content** " error message while creating a ticket in jra. And in the re indexing page it showing "**some files are missing or corrupted".**Please find the attached screenshots for the same.

Please suggest on this issue.

Thanks in advance.

![create issue error msg.png](/t5/image/serverpage/image-id/342714iEB4DE8F7E0C938F9/image-size/large?v=v2&px=999 "create issue error msg.png")![reindexing error msg.png](/t5/image/serverpage/image-id/342716i2CC85930D0455161/image-size/large?v=v2&px=999 "reindexing error msg.png")

Thanks,

Santhosh. G


Answers:
author: Samuel Gatica
body: Hi [@Santhosh Gosula](/t5/user/viewprofilepage/user-id/5336058)

It appears that the system is encountering issues when attempting to write to the index files.

I recommend reviewing the logs for the system around the time it attempts to index, as this may provide insight into the specific errors occurring.

Regardless of what the logs indicate, you will likely end up with a similar set of troubleshooting steps:

1. Verify that the permissions on the index directories are configured correctly.
2. Ensure that there is sufficient disk space available (ideally, at least twice the size of the current index should be free).
3. If the errors logged are related to any add-ons, it may be necessary to either remove or address the problematic add-on.
4. Stop JIRA.
5. Move the entire index directory to a secure location.
6. Start JIRA again.
7. Although some aspects may appear broken, administrative links should still function - proceed with a full indexing process.

That will recreate a clean set of indices without any blocking errors hopefully.

Best regards

Sam

comments: author: Santhosh Gosula
body: Thanks for your Advise!! [@Samuel Gatica](/t5/user/viewprofilepage/user-id/753028) ,

Here are the blow some screenshots from the log file and in the log file we can able to see the below error. Please check and suggest what kind of error is this.

**Caused by: java.nio.file.FileSystemException: /app/atlassian/jira/caches/indexesV1/entities/portalpage/pending_segments_1xe: Invalid argument**

![image (5).png](https://community.atlassian.com/t5/image/serverpage/image-id/342906iFC8764E662BA4B9A/image-size/large?v=v2&px=999 "image (5).png")![image (4).png](https://community.atlassian.com/t5/image/serverpage/image-id/342905i64639C5D4CB3D729/image-size/large?v=v2&px=999 "image (4).png")![image (3).png](https://community.atlassian.com/t5/image/serverpage/image-id/342904i23B15D1FC2E6AD34/image-size/large?v=v2&px=999 "image (3).png")


author: Santhosh Gosula
body: Hello [@Samuel Gatica](/t5/user/viewprofilepage/user-id/753028) ,

Can you please provide the process/steps to full re-indexing the application and also provide the pre checks before re-indexing the application.

Thanks in advance!!

Regards,

Santhosh. G


author: Samuel Gatica
body: Hi [@Santhosh Gosula](/t5/user/viewprofilepage/user-id/5336058)

You have two options for a full reindex:

1. Using the UI, please refer to the doc [Search indexing](https://confluence.atlassian.com/adminjiraserver/search-indexing-938847710.html) section **Full re-index**
2. Removing the previous index from the server.
   1. Stop JIRA.
   2. Move the entire index directory (\<localhome\>/caches/indexesV2) to a secure location.
   3. Start JIRA again.
   4. The application will trigger the full reindex automatically.

Best regards

Sam


author: Santhosh Gosula
body: Hello [@Samuel Gatica](/t5/user/viewprofilepage/user-id/753028) ,

Thanks for your support and assistance on this.


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