👉 Jira site stuck in infinite redirect loop – cannot access anything (multiple users affected)

[pablo]

Hello everyone,

We are experiencing a critical issue with our Jira Cloud instance and we would really appreciate any help.

is completely inaccessible. It gets stuck in an infinite redirect loop and does not load at all.

We have tested:

• Multiple users (affecting more than one person in our team)
• Incognito mode
• Different browsers (Chrome, Edge)
• Different devices

Nothing works.

Even trying to access:

• /jira/software/projects/
• or the root domain

results in the same issue.

We have not made any changes to permissions, authentication, or configuration.

This is blocking our daily work, as all our tasks are managed in Jira.

Has anyone experienced something similar or knows what could be causing this?

Thanks in advance 🙏

[Anastasiia Dimnych]

Hi @pablo,

I am so sorry to hear you’re having trouble accessing your data. I know how important this information is to your team, and I want to help you get some clarity on what’s happening.

Because this involves your specific account, site history, and communications involving private data, we need to move this to a secure environment where our Customer Advocate team can investigate.

Please take these steps to get help:

• Visit our Support portal.
• If you can't log in to the portal, select "Unable to log in" from the options provided.
• Provide your email address.
• How can we help you?* -> Other.
• Skip Provide the related URL, SEN, EN or invoice number (if applicable) field.
• Describe your issue.
• Submit a ticket.

Support team will be able to look into the status of your account and help you resolve any outstanding issues.

Best, 

Anastasiia

[Arkadiusz Wroblewski]

@Anastasiia Dimnych 

Thank you for your kind words to people asking for help and engagement in last couple Topics. 🤗

[Anastasiia Dimnych]

@Arkadiusz Wroblewski play as a Team! 

[Nikola Perisic]

Hi @pablo 

I've removed some of the info since this is a public forum. You have tried multiple things, before I request an access from Atlassian support, when you open your developer console, what do you see as responses in your Network tab and also the Console tab?

[pablo]

Hi Nikola,

Thanks for your help.

I’ve checked the developer console as you suggested and here’s what I’m seeing:

🔍 Network tab
Most requests return 200 / 304, so the backend seems to be responding correctly
Some requests return 202, but no clear 401 or 403 errors
The page still does not load properly despite these responses
🔍 Console tab
I’m seeing several errors and warnings:

Uncaught ReferenceError: NREUM is not defined
Multiple Content Security Policy (CSP) related warnings (e.g. unsafe-eval not allowed)
Messages about multiple versions of FeatureGateClients
Errors indicating scripts loading before initialization (analytics-related)
🧠 Summary
It looks like:

The backend is reachable
But the frontend fails to initialize properly
This happens consistently across:

Multiple users
Different browsers
Incognito mode
Different devices
So it doesn’t seem to be a client-side issue.

I’ve attached screenshots of both the Network and Console tabs for reference.

This issue is currently blocking our entire team from accessing Jira.

Let me know if you need anything else from our side, and thanks again for your support!

Best regards,

Pablo

[Nikola Perisic]

I've made a request for Atlassian to help you out regarding this issue.

[pablo]

Hi Nikola,

Thanks a lot for your help, I really appreciate it.

I haven’t received any request or notification from Atlassian yet, and I’m not sure if there’s anything I need to accept or confirm on my side.

Could you please let me know if I should expect an email, or if there’s any action required from me?

Thanks again for your support!

Best regards,

[Nikola Perisic]

Hi @pablo 

Yes, you should be receiving an email from Atlassian in next 2 business days. From your side nothing more is needed.

[pablo]

OK thanks Nikola! We will wait for the email!

[Arkadiusz Wroblewski]

Hello @pablo 

Thanks for sharing those screenshots.

Looking at the data, this seems  like a frontend initialization failure within the Jira application.

While your Network tab is showing successful 200 responses, the Console is throwing errors related to NREUM and the FeatureGateClient, which suggests the application code isn't loading or executing correctly in the browser. I would also suggest not getting too distracted by the CSP messages just yet. Those often appear as "report-only" and might not be the actual blocker stopping the page from rendering.

Since this is affecting multiple users and devices, the most helpful thing you can do for the support team is to provide a comprehensive HAR file. When you capture it, make sure you have "Preserve log" enabled and that you aren't filtering the view to just XHR/Fetch requests. They will need to see the full page load from the very first request, including all Document, JS, and CSS files. Just a quick security reminder: please do not attach that full HAR file here in the public community, as it can contain sensitive session tokens and cookies. You should only share that through the official Atlassian support case once they contact you.

While you're waiting for them to dive in, it is worth doing a quick test from a completely different network like a mobile hotspot to rule out your company’s Wi-Fi, VPN, or security layers like Zscaler.

If it works on a hotspot but not on the office network, you’ll want to check with your network team to see if they are inspecting or blocking traffic to core domains like *.atlassian.com, *.atlassian.net, or *.atl-paas.net. Confirming whether other administrative pages like admin.atlassian.com or id.atlassian.com load normally can also help narrow down if the issue is global or specific to the Jira product frontend.

Since @Nikola Perisic  has already requested Atlassian's help, focus on getting those clean logs and timestamps ready.