👉 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!

[Max Braun]

@Nikola Perisic Could you please make a request for me too? My team has been facing the exact same issue for about a week now. A few people on our team can access Jira, but ironically none of the developers can.

https://community.atlassian.com/forums/Jira-questions/Jira-stuck-in-infinite-redirect-loop-can-t-access-anything-or/qaq-p/3231296#M1178498

[pablo]

Hi  @Nikola Perisic @Anastasiia Dimnych @Arkadiusz Wroblewski 

Just wanted to let you know that the issue is now working correctly again on our side.

Thanks again for all your help and guidance throughout the investigation — really appreciated!  

Best regards,
Pablo

[Arkadiusz Wroblewski]

@pablo 

Sometimes it goes like that. 

From my side I Tending to always little patience. AWS Cloud have sometimes their ”Moods”.

[pablo]

Hi Nikola, Hi Arkadiusz,

Thanks again for your help and guidance, really appreciated.

Following Anastasiia’s recommendation, I have opened a support ticket with Atlassian through the official support portal and provided all the details, including a full HAR file and screenshots.

As a side note, I had to submit the ticket using incognito mode, as the support form was also failing to submit in a normal session.

We will continue the investigation with their support team in a secure environment.

Also, regarding the Atlassian support request mentioned earlier — we still haven’t received any email. Could you please confirm which email address it should be sent to, or if there is any other way for us to grant or accept access from our side?

Thanks again for pointing us in the right direction and for your support!

Best regards,
Pablo

[pablo]

@Arkadiusz Wroblewski @Nikola Perisic 

[Nikola Perisic]

Hi @pablo 

I cannot confirm to which e-mail address it went it, as I am not affiliated to Atlassian in that way. Either it's your Atlassian community email or the one that you have registered your Jira site with.

[pablo]

Hi @Nikola Perisic 

Thanks for your reply.

I can confirm that neither I nor my colleague Isaac  have received any email regarding the access request — we’ve checked both our Atlassian accounts and spam folders.

Could you please try to resend the request?

If that’s not possible, please let us know if there is any alternative way for us to grant access to the support team, so we can move forward with the investigation.

Thanks again for your help!

Best regards,

[Nikola Perisic]

@pablo 

Sadly, I cannot make another request. I would suggest that you subscribe to the free trial of Premium which gives you 24/7 access. While having the trial active, you can have the access to the support.

[Max Braun]

@pablo Did this get resolved yet for you? My team is facing the same issue right now.

[pablo]

yes! everything is rigt!

[Max Braun]

@pablo Did you have to do anything or was it something on Atlassian's side?

[pablo]

Hi  @Max Braun , It seems it was something on Atlassian’s side. We didn’t change anything — it just started working again apparently 😅 Hopefully yours gets resolved soon too!

[Max Braun]

@pablo Interesting, glad to hear yours is working now. Thanks for your response Pablo!

[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.