Hash 9SMN8 error message in Jira and Confluence

[Annie Lee]

One of my colleagues (user role) is getting an error message:

Something went wrong on our end

Hash 9SMN8 

He's been getting this on and off while he's on different Jira pages so no specific page.  When he gets the error message, he gets kicked out of Jira.  He can't even refresh the page as he still stuck in the same error.

I've searched and can't find anything that explains why this error code appears.  Any ideas? Thanks

[Shalini Pradhan · Accepted solution]

Hello @Annie Lee ,

Good day! Welcome to Atlassian Community :)

I would request you to ask your colleague to follow the action plan here:

Clear browser cache and cookies

1. Log out of your Atlassian account.
2. Clear all browser cache and cookies, not just cookies.
3. Log in to your Atlassian account and try to access Jira again 

Disable all browser extensions and add-ons

1. Disable all browser extensions and add-ons.
2. Try to access Jira again 

Check for firewall

If your device or network has a firewall setup, I would request you to check if they have allowed connection to Atlassian's IP addresses. You can refer to the following document for more details:

• IP addresses and domains for Atlassian cloud products.

Allow 3rd party cookies

I would request you to follow the below steps (The steps are for Chrome but should be similar for other browsers):

1. Go to Chrome settings.
2. Go to Privacy and Security.
3. Click on Third-party cookies.
4. Select Allow third-party cookies.
5. Restart the browser and try to access Jira again.

Additionally, please ensure that you are using the latest version of one of the supported browsers listed here.

After performing all the steps above, monitor the situation.

Thank you

[Annie Lee]

Thank you for replying.  I'm getting him to go through and see if can do it with the first two options.  

We use Microsoft Edge within our company so he doesn't have access to other browsers, plus we do have a firewall set up.

He appears to be the only user with this issue.  Thanks again.

[John Funk · Accepted solution]

Hi Annie - Welcome to the Atlassian Community!

Hash errors are most often associated wit browsers. Have the user try a different browser or use with Incognito mode or Private window mode. 

Or when he gets the error, start disabling extensions in the browser and retry after each one. 

But more than likely it is a browser issue. 

[Annie Lee]

Hi.  thank you.  we only have Microsoft Edge available to us but I've asked him to try the first couple of things on Shalini's recommendations.  Thanks again.

[Marc -Devoteam- · Accepted solution]

Hi @Annie Lee 

Welcome to the community.

Please have the colleague try:

• Other browser
• Incognito window
• Clear cache and cookies
• Disable/remove any browser plugin
• Latest browser version

Have an admin check the users permission, is the user grant access to Jira, have the project admin check if the user is in a role to access the project?

[Annie Lee]

Hi.  Thanks again for replying.  I can also check if there any other plugins and cookies too.  Thanks again.