Overview

After installing the Community Manager Reports plugin in Jive on-premise instance, the instance hangs during the startup process. You may see errors similar to the following on the Jive web server.

ERROR com.jivesoftware.community.upgrade.UpgradeTaskExecutor - Upgrade task 'Reset
Status Counts Task' failed.
java.lang.IllegalStateException: Analytics is disabled
at com.jivesoftware.community.analytics.upgrade.tasks.ResetStatusCountsTask.doTask(ResetStatusCountsTask.java:45)
at com.jivesoftware.community.upgrade.UpgradeTaskExecutor.executeUpgrade(UpgradeTaskExecutor.java:121)
at com.jivesoftware.community.upgrade.UpgradeTaskExecutor.run(UpgradeTaskExecutor.java:85)
at org.springframework.core.task.SyncTaskExecutor.execute(SyncTaskExecutor.java:50)
at com.jivesoftware.community.upgrade.PluginUpgradeManager.start(PluginUpgradeManager.java:53)
at com.jivesoftware.base.plugin.PluginSchemaManager.upgradePluginSchema(PluginSchemaManager.java:124)
at com.jivesoftware.base.plugin.PluginSchemaManager.checkSchema(PluginSchemaManager.java:105)
at com.jivesoftware.base.plugin.PluginSchemaManager.checkPluginSchema(PluginSchemaManager.java:58)
at com.jivesoftware.base.plugin.PluginManagerImpl.verifyPluginSchemaUpgraded(PluginManagerImpl.java:665)
at com.jivesoftware.base.plugin.PluginManagerImpl.initializePlugin(PluginManagerImpl.java:639)
at com.jivesoftware.base.plugin.PluginManagerImpl$3.call(PluginManagerImpl.java:1078)
at com.jivesoftware.base.plugin.PluginManagerImpl$3.call(PluginManagerImpl.java:1)
at com.jivesoftware.community.aaa.authz.SystemExecutor.executeCallable(SystemExecutor.java:39)
at com.jivesoftware.base.plugin.PluginManagerImpl.handle_aroundBody16(PluginManagerImpl.java:1069)
at com.jivesoftware.base.plugin.PluginManagerImpl$AjcClosure17.run(PluginManagerImpl.java:1)
at org.springframework.transaction.aspectj.AbstractTransactionAspect.ajc$around

Solution

The Community Manager Reports plugin needs to be removed so the instance can start successfully before any other troubleshooting for root cause can be performed.

However, since in this case, the instance hangs at the startup phase, the plugin cannot be removed or disabled through the UI. In these cases, the plugin can be removed directly from the database. Please refer to the Verifying and removing the plugin from the database section in the linked SKB for steps on removing Community Manager Reports plugin from the database.

You will need to perform a restart of the Jive services on the Jive web server for the changes to take affect.

Testing

After removing the Community Manager Reports plugin, you should be able to successfully start your Jive instance.

If you would like further support on getting the plugin installed successfully again, please contact us.