Login trouble

[Audra Bonacki]

Hi there, I have several users, myself included, who sometimes cannot get into JIRA. We primarily use Chrome. I typically have to do a ctrl, shift R, clear my history and close the browser in order for it to work. Sometimes going to Incognito mode helps, but not always. I'm also having users tell me they have this issue in Firefox and IE. Any ideas?

[Kian Stack Mumo Systems]

Audra,

Can you describe the behavior in more detail? Is it throwing an error? Or just not signing you in? Are connected to something like LDAP or AD? Maybe Crowd? There's a lot of information missing which could help inform us as to the direction to look next.

Do you have access to the logs that you can check what sort of issues are present in the back end?

Thanks!

Kian

[Audra Bonacki]

Hi Kian,

The error says that login ID or password are nor valid. Our login is tied to our AD account. I created a log file. /var/atlassian/application-data/jira/export/Jira_support_2020-10-22-11-24-47.zip.

[Kian Stack Mumo Systems]

Audra,

I would check the log files within the Zip to see if there are errors connecting to the AD server.

Thanks,

Kian

[Audra Bonacki]

where do I access the zip?

[Kian Stack Mumo Systems]

Audra,

You should be able to follow this documentation to generate and download the this. If you cannot download it for some reason, you can retrieve it from the server.

If you can't download, and you cannot get onto the server, I'd recommend installing last log where you'll be able to view the logs directly from the browser. Once you do, you'll want to look in both the atlassian-jira-security.log and the atlassian-jira.log to see if either of those contain additional clues.  If you can get in sometimes and not others,  it's possible that your connection  to AD is coming and going - I've seen that before.

[Audra Bonacki]

Thank you Kian. I don't have access to our server so I'll install last log.