Login page comes up blank for some Asia users

[kns_jeinhorn]

Our environment:  Jira version 7.13.4, OS=Red Hat 7.6, running on a virtual machine hosted on-premise in the USA, external-facing (in DMZ).

We have some users in Asia (China and Japan) who are not able to load the login page.  Based on their screen-prints I can see that they start at the correct URL (https://my.company.com:8443) and they get redirected to https://my.company.com:8443/login.jsp, which is a good start.  But then the page remains blank.

I conducted a "normal" (successful) login to this environment, and then I painstakingly compared what is shown in log files - successful loading of the login page, versus blank screen.  What stands out is the differences shown in two files:   atlassian-jira-security.log and access.log.yyyy-mm-dd

Due to successful login, four lines are appended to atlassian-jira-security.log, like this:

2019-08-02 09:55:16,176 https-jsse-nio-8443-exec-1 anonymous 595x1688x1 - 10.40.24.134 / HttpSession created [g2gfup]
2019-08-02 09:55:25,825 https-jsse-nio-8443-exec-5 anonymous 595x1719x1 g2gfup 10.40.24.134 /rest/gadget/1.0/login HttpSession [g2gfup] destroyed for 'anonymous'
2019-08-02 09:55:25,825 https-jsse-nio-8443-exec-5 anonymous 595x1719x1 g2gfup 10.40.24.134 /rest/gadget/1.0/login HttpSession created [r0jplo]
2019-08-02 09:55:25,837 https-jsse-nio-8443-exec-5 ckent 595x1719x1 g2gfup 10.40.24.134 /rest/gadget/1.0/login The user 'ckent' has PASSED authentication.

After unsuccessful login, four lines are appended to atlassian-jira-security.log, like this:

2019-08-02 08:58:43,979 https-jsse-nio-8443-exec-13 anonymous 538x1600x1 - 114.217.2.46 / HttpSession created [13ndtsj]
2019-08-02 08:59:20,152 ContainerBackgroundProcessor[StandardEngine[Catalina]]      HttpSession [neyye1] destroyed for 'anonymous'
2019-08-02 09:12:16,745 https-jsse-nio-8443-exec-8 anonymous 552x1635x2 - 114.217.2.46 /secure/Dashboard.jspa HttpSession created [1oyoet7]
2019-08-02 09:13:20,524 ContainerBackgroundProcessor[StandardEngine[Catalina]]      HttpSession [1oyoet7] destroyed for 'anonymous'

Due to successful login, about 140 lines are appended to access.log.yyyy-mm-dd but only about 16 lines are appended to access.log.yyyy-mm-dd for the Asia users reaching a blank page.  I could post more information about this comparison, but one thing stands out to me:  The log data posted to this file for successful and unsuccessful page loading seem to be about the same . . . until the following lines, which are posted only for the successful page loading.  Note in particular the first line:

10.40.24.134 595x1706x2 - [02/Aug/2019:09:55:17 -0400] "GET /s/8b7aji/713004/1a3fed8edb8b4a4794575aa1326fe46d/7.9.9/_/download/resources/com.atlassian.auiplugin:internal-iconfont-v2/fonts/adgs-icons.eot? HTTP/1.1" 200 53973 8 "https://itsuat.kns.com:8443/secure/Dashboard.jspa" "Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko" "g2gfup"

10.40.24.134 595x1707x2 - [02/Aug/2019:09:55:17 -0400] "GET /rest/menu/latest/appswitcher?_=1564754117454 HTTP/1.1" 200 209 5 "https://itsuat.kns.com:8443/secure/Dashboard.jspa" "Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko" "g2gfup"
10.40.24.134 595x1708x2 - [02/Aug/2019:09:55:17 -0400] "GET /rest/scriptrunner/1.0/message?_=1564754117461 HTTP/1.1" 204 - 2 "https://itsuat.kns.com:8443/secure/Dashboard.jspa" "Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko" "g2gfup"
10.40.24.134 595x1710x3 - [02/Aug/2019:09:55:17 -0400] "GET /s/8b7aji/713004/1a3fed8edb8b4a4794575aa1326fe46d/7.9.9/_/download/resources/com.atlassian.auiplugin:aui-page-layout/images/logos/atlassian/atlassian-horizontal-neutral.svg HTTP/1.1" 200 6584 3 "https://itsuat.kns.com:8443/secure/Dashboard.jspa" "Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko" "g2gfup"
10.40.24.134 595x1712x5 - [02/Aug/2019:09:55:17 -0400] "GET /rest/issuehub/1.0/errornotifications?_=1564754117505 HTTP/1.1" 401 120 11 "https://itsuat.kns.com:8443/secure/Dashboard.jspa" "Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko" "g2gfup"
10.40.24.134 595x1709x2 - [02/Aug/2019:09:55:17 -0400] "GET /s/8b7aji/713004/1a3fed8edb8b4a4794575aa1326fe46d/_/images/fav-jsw.png HTTP/1.1" 200 4785 36 "-" "Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko" "g2gfup"
10.40.24.134 595x1705x1 - [02/Aug/2019:09:55:17 -0400] "POST /rest/webResources/1.0/resources HTTP/1.1" 200 458 336 "https://itsuat.kns.com:8443/secure/Dashboard.jspa" "Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko" "g2gfup"
10.40.24.134 595x1711x4 - [02/Aug/2019:09:55:17 -0400] "GET /s/8b7aji/713004/1a3fed8edb8b4a4794575aa1326fe46d/1.0/_/includes/jquery/plugins/fancybox/blank.gif HTTP/1.1" 200 43 22 "https://itsuat.kns.com:8443/secure/Dashboard.jspa" "Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko" "g2gfup"
10.40.24.134 595x1713x1 - [02/Aug/2019:09:55:17 -0400] "GET /s/d41d8cd98f00b204e9800998ecf8427e-CDN/8b7aji/713004/1a3fed8edb8b4a4794575aa1326fe46d/be9ff0efea54a6453d2ac60b92912a09/_/download/contextbatch/js/browser-metrics-plugin.contrib,-_super,-atl.dashboard,-atl.general/batch.js?agile_global_admin_condition=true&is-server-instance=true&jag=true&nps-acknowledged=true&spectrum=true&whisper-enabled=true HTTP/1.1" 200 7973 6 "https://itsuat.kns.com:8443/secure/Dashboard.jspa" "Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko" "g2gfup"

The GET entry that never shows up for these Asia users is:    "GET /s/8b7aji/713004/1a3fed8edb8b4a4794575aa1326fe46d/7.9.9/_/download/resources/com.atlassian.auiplugin:internal-iconfont-v2/fonts/adgs-icons.eot? HTTP/1.1" 200 53973 8 "https://itsuat.kns.com:8443/secure/Dashboard.jspa" "Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko" "g2gfup"

This makes me suspicious that some of our Asia users are missing one or more necessary fonts on their PCs.  But I don't know how to investigate further. 

Can anyone advise about this?  The problem has been a major thorn in our side!

Thanks,

Janet