Overview

When trying to delete a group or space from Jive, the message "An unexpected error has occurred" appears. This can be caused by a variety of factors, and an in-depth investigation will be required to identify the cause of this message.

Information

Please review the section that matches your community type.

Cloud or Hosted Customers

Please contact us so that ATLAS can assist you. If you are not satisfied with the solution provided by ATLAS, then it will create a ticket for you on which you can attach the below information:

1. The email address of the user who attempted to delete the social group or space.
2. The time when the user tried to delete the group or space.
3. The space/group name.
4. The space/group address.
5. If you approve of the Jive Support Team deleting this group or space on your behalf, please provide your approval.

On-Premise Customers

Please contact us so that ATLAS can assist you. If you are not satisfied with the solution provided by ATLAS, then it will create a ticket for you on which you can attach the below information:

1. The username and UserID of the user who attempted to delete the space or group.
   • This can be found by going to the Admin Console > People, then running a search with the user's email address.
2. The time when the user tried to delete the space or group and the user's timezone.
3. The containerType and containerID of the space or group.
4. The sbs.log files (located in /usr/local/jive/var/logs) from the Jive web application servers in your environment. If you need assistance with attaching these logs to a support ticket, please consult with your IT team.

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Support agents: 

To identify the cause of this issue, investigate the application logs for the customer's instance to identify which error messages are directly related to this deletion attempt by cross-referencing the deletion attempt information with the error messages in the logs.

Use Rundeck to download the customer's logs for Jive Cloud customers, or the Jive Cloud Admin tool to download the log files for Hosted customers.

Follow the steps in these articles if you identify error messages that are similar to the following:

• The storage provider was unable to delete the image data
  • Jive Cloud and Hosted.
  • Jive On-Premise.
• java.lang.NullPointerException
  • Jive Cloud and Hosted.
  • Jive On-Premise.
• Could not load image at
• Error while trying to delete a static with filename

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