A user can't login

[Aramegil App]

We use Jira Software v7.9.2 and we have a user who can't login.

I can find him in the admin user management section, but i can't access him. I get the error message that he doesn't exist.

We import the users from Active Directory and the groups for that user are displayed correctly.

Is there a way to delete the user and retrieve all the user details from the AD again or how can i solve this problem?

[Rambabu Patina _Appfire_ · Accepted solution]

Hi @Aramegil App,

Can you please check the order of the user directory. And we need more details like:

• What is the error log you are getting when the user tries to log in.
• What is the error log you are getting when you are trying to access him.
• Are the username and email attributes configured well for the user.

Thanks,
Ram.

[Aramegil App]

Hi Ram, 

thanks for your fast answer.

The Active-Directory-Server is at the top and the JIRA Internal Directory below it. (I hope that's what you meant with order)

The security log shows the following error when he tries to login (replaced the username with MaxMustermann): 

2018-10-30 13:36:36,590 http-nio-80-exec-18 anonymous 816x65343x1 bfng7d 160.18.181.29 /login.jsp The user 'MaxMustermann' is required to answer a CAPTCHA elevated security check.  Failure count equals 23

The atlassian-jira.log doesn't show anything when i try to access him. When I hover over his name in the user management section a popup shows:
User doesn't exist: MaxMustermann

When i click on the username i get to a new page telling me that the user doesn't exist and that i need to chose a user from the user browser.

The username and email attributes are configured well. He can normally login into the windows machine.

[Rambabu Patina _Appfire_]

Are you use that user is in the correct group to use JIRA? 

Also check that no user exists in JIRA's internal directory that matches that users username.

[Aramegil App]

Good mornig, 

sorry for the late reply, we had some days off here at work.

Every user who gets imported from the AD will be put into the jira-users group and is able to use JIRA.
We have only some local admin and test accounts in the internal directory.

You can test the connection and the login through the user management admin section and his credetials get accepted there. But the user management section still tells us, that the user doesn't exist and i don't see a way to force reload that user.

We changed some AD groups from that user and synchronized the whole AD and the user info got updated which is even more weird.

[Aramegil App]

Hi Ram,

i had a look into the database of jira with our database admins and we saw that the user was in two tables which had no connection for that user. After doing some research we found out, that the user got renamed in the AD some time ago. He had a 'ß' instead of 'ss' in his name.
We tested to delete that specific user directly from the database and let jira synchronize the AD again and it worked.

Thanks for your time and help.