We encountered an error while finding user profiles

Troubleshooting
1

We did a limited deployment to a few people to test and everything was good. we rolled it out to our entire company of 140 users and now I’m getting SQL error for users profiles and channel info and the Town square is showing message but there are no names infront of anything anymore.

from the log file

[2016/09/20 19:20:48 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=wc9x64uf3idb8e5a1upf51tyeh uid=53skyqit37fw9n9rmjd1nm5ata ip=208.113.14.6 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]
[2016/09/20 19:20:48 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=ebmqrgcjwjyg5yogse8di6hjfo uid=jfarpbsegi8gpj9zxyca6nhjxe ip=208.113.14.6 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]
[2016/09/20 19:20:48 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=kbg9jsoibprj5bkj3ooa4ktf5c uid=u3quuy76qidk5dxx4men6xidyc ip=204.11.121.222 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]
[2016/09/20 19:20:48 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=c7kc9d5r67bt3x148om7awomma uid=ia36wt694ffzup57dtd9n48r8h ip=208.113.14.6 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]
[2016/09/20 19:20:49 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=j5e7gqkgrfykinhh6nbthsfxre uid=wyqonkkzb3g58n1syaxaujyy7r ip=208.113.14.6 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]
[2016/09/20 19:20:49 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=o8i8p4xxoiy5p84qjdu6snf7jr uid=womksazsb7f5je9y7pcr9n3mrr ip=204.11.121.222 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]
[2016/09/20 19:20:49 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=c5wuyqmqiiyh3bmy5bkpohtiee uid=pci7dwkyjjrnbxwrf96zstu49e ip=208.113.14.6 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]
[2016/09/20 19:20:49 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=1oik9etd57nsdfs61esx6nk6ww uid=k6j4jtn4opdbpgps4r8cand6jy ip=208.113.14.6 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]
[2016/09/20 19:20:49 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=6ecmrbsdmffcie7tyhibszn9uy uid=695hpi4o9tdexgj48hz9et67za ip=208.113.14.6 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]
[2016/09/20 19:20:49 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=ik637t9aybgqumsfrk5nainc8w uid=t5ezfmf31tfa5ksai9ie4hc4iy ip=208.113.14.6 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]
[2016/09/20 19:20:49 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=3eom8fd3kj8q9ghg9qq9n5ufqe uid=bom3u15otpne9nuqepdsz6ed6c ip=204.11.121.222 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]
[2016/09/20 19:20:49 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=sys71o199fdnfnc93q8cdk85bo uid=mx8tuzbaifgu3gjxuo9ijqshqe ip=216.191.114.222 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]
[2016/09/20 19:20:49 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=z6s6sjg9rbdr88q8cyzjbb9p3a uid=sp5xs1sfj7bqpxup98pesk1zar ip=208.113.14.6 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]
[2016/09/20 19:20:49 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=jaahonxmstbh3exehu3rqgnhse uid=pe8ifotie3d7dx533pthhdw7zh ip=63.250.106.58 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]
[2016/09/20 19:20:49 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=4sehcd4mdjrridw8qzg3yofkny uid=ddjc7c6ocb8cdxo86hc98896hr ip=204.11.121.222 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]
[2016/09/20 19:20:49 EDT] [EROR] /api/v3/users/profiles/hxncopn41bnxtb9zux8e7uatoh:SqlUserStore.GetProfiles code=500 rid=acwyp1u8cbbq9ch1ahckxbcxny uid=womksazsb7f5je9y7pcr9n3mrr ip=204.11.121.222 We encountered an error while finding user profiles [details: sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string]

[SNIP]

Running as a VM on Ubuntu 16.04.1 LTS

Followed the instructions for a Ubuntu install.

Using Mysql as DB backend with innodb

Any ideas what happened?

2

Update:

Messages aren’t making it to other users in Channels or Direct Messages

from the log while testing to another user

[2016/09/20 19:38:59 EDT] [EROR] Failed to retrieve user profiles team_id=hxncopn41bnxtb9zux8e7uatoh, err=SqlUserStore.GetProfiles: store.sql_user.get_profiles.app_error, sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string
[2016/09/20 19:38:59 EDT] [EROR] Failed to retrieve user profiles team_id=hxncopn41bnxtb9zux8e7uatoh, err=SqlUserStore.GetProfiles: store.sql_user.get_profiles.app_error, sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string
[2016/09/20 19:39:09 EDT] [EROR] Failed to retrieve user profiles team_id=hxncopn41bnxtb9zux8e7uatoh, err=SqlUserStore.GetProfiles: store.sql_user.get_profiles.app_error, sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string
[2016/09/20 19:39:13 EDT] [EROR] Failed to retrieve user profiles team_id=hxncopn41bnxtb9zux8e7uatoh, err=SqlUserStore.GetProfiles: store.sql_user.get_profiles.app_error, sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string
[2016/09/20 19:39:14 EDT] [EROR] Failed to retrieve user profiles team_id=hxncopn41bnxtb9zux8e7uatoh, err=SqlUserStore.GetProfiles: store.sql_user.get_profiles.app_error, sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string
[2016/09/20 19:39:20 EDT] [EROR] Failed to retrieve user profiles team_id=hxncopn41bnxtb9zux8e7uatoh, err=SqlUserStore.GetProfiles: store.sql_user.get_profiles.app_error, sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string
[2016/09/20 19:39:23 EDT] [EROR] Failed to retrieve user profiles team_id=hxncopn41bnxtb9zux8e7uatoh, err=SqlUserStore.GetProfiles: store.sql_user.get_profiles.app_error, sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string
[2016/09/20 19:39:24 EDT] [EROR] Failed to retrieve user profiles team_id=hxncopn41bnxtb9zux8e7uatoh, err=SqlUserStore.GetProfiles: store.sql_user.get_profiles.app_error, sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string
[2016/09/20 19:39:25 EDT] [EROR] Failed to retrieve user profiles team_id=hxncopn41bnxtb9zux8e7uatoh, err=SqlUserStore.GetProfiles: store.sql_user.get_profiles.app_error, sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string
[2016/09/20 19:39:37 EDT] [EROR] Failed to retrieve user profiles team_id=hxncopn41bnxtb9zux8e7uatoh, err=SqlUserStore.GetProfiles: store.sql_user.get_profiles.app_error, sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string
[2016/09/20 19:39:38 EDT] [EROR] Failed to retrieve user profiles team_id=hxncopn41bnxtb9zux8e7uatoh, err=SqlUserStore.GetProfiles: store.sql_user.get_profiles.app_error, sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string
[2016/09/20 19:39:39 EDT] [EROR] Failed to retrieve user profiles team_id=hxncopn41bnxtb9zux8e7uatoh, err=SqlUserStore.GetProfiles: store.sql_user.get_profiles.app_error, sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string
[2016/09/20 19:39:40 EDT] [EROR] Failed to retrieve user profiles team_id=hxncopn41bnxtb9zux8e7uatoh, err=SqlUserStore.GetProfiles: store.sql_user.get_profiles.app_error, sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string
[2016/09/20 19:39:41 EDT] [EROR] Failed to retrieve user profiles team_id=hxncopn41bnxtb9zux8e7uatoh, err=SqlUserStore.GetProfiles: store.sql_user.get_profiles.app_error, sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string

3

Hi @datwiddler,

What version of Mattermost are you running, and did you recently upgrade from an older version? There’s a known issue when upgrading from 3.2 to 3.4, but luckily it has a simple workaround.

4

@hmhealey we installed 3.3 and it worked fine in the test environment (with a few users). we then proceeded to add more users and the problem started.

We also tried upgrading to version 3.4.0 (the version we’re on now) but that didn’t help.

I checked the work-around you suggested however the version in the systems table shows correct as 3.4.0 for us. (post upgrade). I also tried changing it to 3.1.0 to see if it makes a difference but it didn’t.

Any other suggestions? or debug we could be running to get more info?

5

forgot to add… the 2 messages that we see in the log over an over again (as users try to add notes) are:

  • [2016/09/23 16:25:57 EDT] [EROR] /api/v3/teams/hxncopn41bnxtb9zux8e7uatoh/channels/68m5wa9sq7boxdb45hk1ksc13a/extra_info:SqlChannelStore.GetExtraMembers code=500 rid=az1xkrc8cbr9tbdq49r7gqjj7c uid=ss6u6kfbcigexk9qxe9q1qxtza ip=... We couldn’t get the extra info for channel members [details: channel_id=68m5wa9sq7boxdb45hk1ksc13a, sql: Scan error on column index 1: unsupported Scan, storing driver.Value type into type *string]

  • [2016/09/23 16:26:18 EDT] [EROR] Failed to retrieve user profiles team_id=hxncopn41bnxtb9zux8e7uatoh, err=SqlUserStore.GetProfiles: store.sql_user.get_profiles.app_error, sql: Scan error on column index 10: unsupported Scan, storing driver.Value type into type *string

6

@hmhealey or anyone else have any other suggestions?

7

Sorry, I didn’t have a chance to post back here this morning. How were you adding users to the system? Was it just by having them join through the webapp?

The error message you got usually indicates that there was a null value in a SQL column that shouldn’t usually be null. From both of those errors, it seems like it might have been the Nickname column of the Users table. If you have access to your SQL database, maybe try seeing if SELECT * FROM Users WHERE Nickname IS NULL returns anything. If that one doesn’t work, I’d check all of the columns in the Users table. Under normal circumstances, none of them should be null.