NREUM during login

[Zaki Alam]

We are trying to login to our instance. Since yesterday, we got the following error and cannot log in to Jira. It keeps looping through and throwing the following console error. How can we resolve this?

Uncaught ReferenceError: NREUM is not defined
at index.138b1074.js:1:162
(anonymous) @ index.138b1074.js:1

POST https://o55978.ingest.us.sentry.io/api/5988874/envelope/?sentry_key=db392c0dd39c43f9a29a56dbf6db9fc0&sentry_version=7&sentry_client=sentry.javascript.browser%2F7.120.3 net::ERR_BLOCKED_BY_CLIENT
(anonymous) @ index.602d5de6.js:77
(anonymous) @ index.602d5de6.js:75
add @ index.602d5de6.js:75
o @ index.602d5de6.js:75
_sendEnvelope @ index.602d5de6.js:75
sendEvent @ index.602d5de6.js:73
(anonymous) @ index.602d5de6.js:74
(anonymous) @ index.602d5de6.js:5
(anonymous) @ index.602d5de6.js:5
_executeHandlers @ index.602d5de6.js:5
(anonymous) @ index.602d5de6.js:5
s @ index.602d5de6.js:5
then @ index.602d5de6.js:5
_processEvent @ index.602d5de6.js:74
_captureEvent @ index.602d5de6.js:74
(anonymous) @ index.602d5de6.js:73
(anonymous) @ index.602d5de6.js:5
(anonymous) @ index.602d5de6.js:5
_executeHandlers @ index.602d5de6.js:5
(anonymous) @ index.602d5de6.js:5
s @ index.602d5de6.js:5
then @ index.602d5de6.js:5
captureMessage @ index.602d5de6.js:73
captureMessage @ index.602d5de6.js:5
captureMessage @ index.602d5de6.js:2
c @ index.602d5de6.js:2
(anonymous) @ index.602d5de6.js:2
withScope @ index.602d5de6.js:2
p @ index.602d5de6.js:2
n @ index.602d5de6.js:2
E @ join.acd774c3.js:1
o3 @ index.602d5de6.js:1
c @ index.602d5de6.js:1
iB @ index.602d5de6.js:1
iD @ index.602d5de6.js:1
(anonymous) @ index.602d5de6.js:1
v @ index.602d5de6.js:1
oe @ index.602d5de6.js:1
on @ index.602d5de6.js:1
or @ index.602d5de6.js:1
iO @ index.602d5de6.js:1
enqueueSetState @ index.602d5de6.js:1
J.setState @ index.602d5de6.js:1
t @ index.602d5de6.js:66
(anonymous) @ index.602d5de6.js:66
Promise.then
r._loadModule @ index.602d5de6.js:66
r.componentWillMount @ index.602d5de6.js:66
oC @ index.602d5de6.js:1
aL @ index.602d5de6.js:1
c @ index.602d5de6.js:1
iB @ index.602d5de6.js:1
iD @ index.602d5de6.js:1
(anonymous) @ index.602d5de6.js:1
v @ index.602d5de6.js:1
oe @ index.602d5de6.js:1
on @ index.602d5de6.js:1
or @ index.602d5de6.js:1
iO @ index.602d5de6.js:1
am @ index.602d5de6.js:1
(anonymous) @ index.602d5de6.js:62
await in (anonymous)
(anonymous) @ index.602d5de6.js:62
aQ @ index.602d5de6.js:1
i$ @ index.602d5de6.js:1
v @ index.602d5de6.js:1
oe @ index.602d5de6.js:1
iK @ index.602d5de6.js:1
_ @ index.602d5de6.js:1
eo @ index.602d5de6.js:1
V.port1.onmessage @ index.602d5de6.js:1
postMessage
_ @ index.602d5de6.js:1
y @ index.602d5de6.js:1
ot @ index.602d5de6.js:1
iA @ index.602d5de6.js:1
iO @ index.602d5de6.js:1
am @ index.602d5de6.js:1
(anonymous) @ index.602d5de6.js:66
Promise.then
(anonymous) @ index.602d5de6.js:66
aQ @ index.602d5de6.js:1
i$ @ index.602d5de6.js:1
v @ index.602d5de6.js:1
oe @ index.602d5de6.js:1
iK @ index.602d5de6.js:1
_ @ index.602d5de6.js:1
eo @ index.602d5de6.js:1
V.port1.onmessage @ index.602d5de6.js:1
postMessage
_ @ index.602d5de6.js:1
y @ index.602d5de6.js:1
ot @ index.602d5de6.js:1
iA @ index.602d5de6.js:1
iO @ index.602d5de6.js:1
am @ index.602d5de6.js:1
(anonymous) @ index.602d5de6.js:39
Promise.then
(anonymous) @ index.602d5de6.js:39
aQ @ index.602d5de6.js:1
i$ @ index.602d5de6.js:1
v @ index.602d5de6.js:1
oe @ index.602d5de6.js:1
iK @ index.602d5de6.js:1
_ @ index.602d5de6.js:1
eo @ index.602d5de6.js:1
V.port1.onmessage @ index.602d5de6.js:1
postMessage
_ @ index.602d5de6.js:1
y @ index.602d5de6.js:1
ot @ index.602d5de6.js:1
iA @ index.602d5de6.js:1
iO @ index.602d5de6.js:1
enqueueSetState @ index.602d5de6.js:1
J.setState @ index.602d5de6.js:1
setUserLanguage @ index.602d5de6.js:87
await in setUserLanguage
componentDidMount @ index.602d5de6.js:87
(anonymous) @ index.602d5de6.js:1
iH @ index.602d5de6.js:1
v @ index.602d5de6.js:1
oe @ index.602d5de6.js:1
iG @ index.602d5de6.js:1
iD @ index.602d5de6.js:1
iO @ index.602d5de6.js:1
sn @ index.602d5de6.js:1
(anonymous) @ index.602d5de6.js:1
iM @ index.602d5de6.js:1
sl @ index.602d5de6.js:1
t.render @ index.602d5de6.js:1
(anonymous) @ index.602d5de6.js:87

[Artem Nek_Votazz]

Hard to say for certain from the console alone, but both errors point the same
way — at the client side, not Atlassian.

net::ERR_BLOCKED_BY_CLIENT only happens when something on your end blocks a
request (an ad blocker / privacy extension, or a network filter), never from
the server. And "NREUM is not defined" means New Relic's script didn't load —
same story. So it looks like a blocker is cutting Atlassian's telemetry
(New Relic + Sentry), and the login code may be tripping over the missing
NREUM.

Fastest way to confirm: open your Jira URL in an Incognito window (extensions
off by default), or a browser with no extensions.
• If login works there → an ad blocker is the cause; disable it for your
*.atlassian.net site or allowlist it.
• If it still loops there → it's likely network-level (corporate firewall /
proxy / DNS filter), so IT would need to allowlist the Atlassian domains.

Worth clearing cache + cookies for the site too. The incognito test should
tell
you which way it is in 30 seconds.

Best,
Artem

[Zaki Alam]

@Artem Nek_Votazz 

I have tried on multiple browser and on the mobile app. We cleared cache.

I tried in incognito mode. Same behavior.

After some time we get the following:

We have multiple users, on multiple locations getting the same error. In my opinion, it has to be something on the Atlassian side. Not on the client side.

Regards,

Zaki

[Artem Nek_Votazz]

@Zaki Alam 

You're right — with incognito, multiple browsers, the mobile app and
multiple users across locations all hitting it, this isn't client-side. The NREUM /
ERR_BLOCKED_BY_CLIENT lines are just blocked telemetry, not the cause.

That "database is taking a little longer than usual to sync up" screen is
an
Atlassian-side state — a known Jira Cloud backend user/database sync issue,
not something you can fix from the admin side. It's usually tied to a
user-sync
/ identity change or a backend operation on your site.

Right path from here:
1) You've probably checked already, but if not — take a look at
status.atlassian.com for any active incident in your region.
2) Raise a support request (the link on that screen). Since it's org-wide
and
persisting, flag it as a site-wide access outage so it gets prioritised
—
include the start time, that it's all users across locations, and that
incognito + mobile reproduce it.

There's no admin-side fix for this one; it has to clear on Atlassian's end.

Best,
Artem

[Zaki Alam]

@Artem Nek_Votazz Is there a way to get support on this? When I try to open a ticket it does not find the site and only redirects me to community support.

Is there an email I can send my query to?

FYI, I can login to the site using admin account. But it is not showing any tasks. Spaces are under "More spaces" (not sure that matters).

Cheers,

Zaki

[Zaki Alam]

@Artem Nek_Votazz admin.atlassian.com helped identify couple of issues. The system added additional (duplicate) users which we did not need. I think there still is a backend data issue. I can at least login! Not all data seem to be showing yet. Maybe they are restoring some data ;) 

[Artem Nek_Votazz]

@Zaki Alam 

Nice — that actually confirms the root cause. The duplicate users are the
user-sync issue that was behind the login loop, so you've found the real thing.

On the duplicates: those almost always come from your identity setup — mismatched
SSO/SCIM attribute mappings (e.g. one side keying on email, the other on UPN), or
users self-signing up under a verified domain so a second account gets created
instead of matching the existing one. Worth checking admin.atlassian.com ->
Directory and your provisioning config so they don't get re-created; you can park
a conflicting duplicate by changing its email to a placeholder on the Managed
accounts page.

On the missing tasks/data: if the backend is still reconciling, give it a bit and
it should fill back in. If specific data is genuinely gone once it settles, that's
the part to escalate as a possible restore.

On reaching support — honest answer: if the site is on the Free plan, direct
Atlassian tickets aren't available, which is exactly why the form bounces you to
community (Free = community support only). There's no general support email. Two
real paths:
• Account / user / billing / site-level issues like this are handled from
admin.atlassian.com — where you already made progress, so keep going there.
• On Standard/Premium, an admin or billing/technical contact can raise a ticket
at support.atlassian.com; if it can't see the site, raise it signed in as the
org admin.

Good to hear you're back in — sounds like it's mostly the backend finishing up now.