New Jira Install; Can log in from server itself; Cannot log in from any other computer

[Bob Parro 3]

I just installed Jira 7.2.12 on a Google Cloud Compute virtual machine. I can log in to the Jira instance from Chrome on the virtual machine. I established a security rule that allows all inbound traffic on all ports from all IPs: 

However, I cannot successfully log in to Jira from any other computer. I can see the login page, but when I enter my correct username and password, the page just clears my entries and returns to the original home page as if I had entered nothing. It doesn't say incorrect username or incorrect password, login failed, or anything. It just acts as if I had done nothing. Any ideas?

[Shankar Asam {Appfire} · Accepted solution]

Hi Bob,

It is a bit difficult to troubleshoot the problem without having to look into the logs. Can you paste the logs from atlassian-jira.log file? Can you also confirm if you have a successful database connection from the application (JIRA)? It is also advised to clear your browsers cache/cookies and try again?

-Shankar

[Bob Parro 3]

Shankar, thank you for your response. Here are the contents of atlassian-jira.log. It contains the log entries after a successful cold start: a successful login from the localhost, and an unsuccessful login from a remote host:

 ***********************************************************************************
 JIRA 7.2.12 build: 72014 started. You can now access JIRA through your web browser.
 ***********************************************************************************
 
2018-12-12 08:10:15,658 JIRA-Bootstrap INFO [c.a.plugin.manager.DefaultPluginManager] Plugin system lateStartup begun
2018-12-12 08:10:15,662 JIRA-Bootstrap INFO [c.a.plugin.manager.DefaultPluginManager] Plugin system lateStartup ended
2018-12-12 08:10:15,664 JIRA-Bootstrap DEBUG [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.plugins.atlassian-whitelist-api-plugin]
2018-12-12 08:10:15,697 JIRA-Bootstrap INFO [c.a.jira.startup.JiraStartupLogger] 
 
 ___ Plugin System Started _________________
 
2018-12-12 08:10:15,775 JIRA-Bootstrap INFO [c.a.j.upgrade.util.BuildNumberDao] Setting current version to 7.2.12
2018-12-12 08:10:15,784 JIRA-Bootstrap INFO [c.a.j.upgrade.util.BuildNumberDao] Setting downgrade version to 7.1.2
2018-12-12 08:10:15,957 JIRA-Bootstrap INFO [c.a.j.c.embedded.ofbiz.IndexedUserDao] Reindex all users took: 158.8 ms
2018-12-12 08:10:16,185 WaitForAO DEBUG [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.jira.plugins.jira-dvcs-connector-plugin]
2018-12-12 08:10:18,965 JIRA-Bootstrap DEBUG [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.pyxis.greenhopper.jira]
2018-12-12 08:10:18,987 JIRA-Bootstrap DEBUG [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.labs.hipchat.hipchat-for-jira-plugin]
2018-12-12 08:10:18,990 JIRA-Bootstrap INFO [c.a.j.p.hipchat.service.HipChatPluginLauncher] HipChat Plugin launched successfully
2018-12-12 08:10:18,991 JIRA-Bootstrap INFO [c.a.j.p.h.service.scheduling.AbstractTaskScheduler] On plugin event: com.atlassian.jira.plugins.hipchat.model.event.PluginStartedEvent
2018-12-12 08:10:18,993 JIRA-Bootstrap INFO [c.a.j.p.h.service.scheduling.AbstractTaskScheduler] Registering a new hipchatRefreshConnectionStatusJob task.
2018-12-12 08:10:18,997 JIRA-Bootstrap INFO [c.a.j.p.h.service.scheduling.AbstractTaskScheduler] On plugin event: com.atlassian.jira.plugins.hipchat.model.event.PluginStartedEvent
2018-12-12 08:10:18,998 JIRA-Bootstrap INFO [c.a.j.p.h.service.scheduling.AbstractTaskScheduler] Registering a new hipchatUpdateGlancesDataJob task.
2018-12-12 08:10:18,999 JIRA-Bootstrap INFO [c.a.j.p.h.service.scheduling.AbstractTaskScheduler] On plugin event: com.atlassian.jira.plugins.hipchat.model.event.PluginStartedEvent
2018-12-12 08:10:18,999 JIRA-Bootstrap INFO [c.a.j.p.h.service.scheduling.AbstractTaskScheduler] Registering a new hipchatInstallGlancesJob task.
2018-12-12 08:10:19,653 JIRA-Bootstrap INFO [c.a.j.p.e.bamboo.service.PlanStatusUpdateServiceImpl] PlanStatusUpdateJob scheduled to run every 60 seconds
2018-12-12 08:10:19,804 JIRA-Bootstrap INFO [c.a.jira.scheduler.JiraSchedulerLauncher] Starting the JIRA Scheduler....
2018-12-12 08:10:19,818 JIRA-Bootstrap INFO [c.a.jira.scheduler.JiraSchedulerLauncher] JIRA Scheduler started.
2018-12-12 08:10:19,830 JIRA-Bootstrap INFO [c.a.jira.startup.DefaultInstantUpgradeManager] Late startup launchers took 4s
2018-12-12 08:10:19,849 JIRA-Bootstrap INFO [c.a.jira.startup.LauncherContextListener] Memory Usage:
 ---------------------------------------------------------------------------------
 Heap memory : Used: 327 MiB. Committed: 536 MiB. Max: 751 MiB
 Non-heap memory : Used: 237 MiB. Committed: 256 MiB. Max: 1264 MiB
 ---------------------------------------------------------------------------------
 TOTAL : Used: 564 MiB. Committed: 792 MiB. Max: 2015 MiB
 ---------------------------------------------------------------------------------
2018-12-12 08:10:19,868 Caesium-1-1 INFO [c.a.jira.startup.CacheWarmerLauncher] Warming up 3 caches.
2018-12-12 08:10:19,881 Caesium-1-1 INFO [c.a.jira.i18n.I18nWarmer] Init i18n cache
2018-12-12 08:10:19,882 ForkJoinPool.commonPool-worker-1 INFO [c.a.j.cache.soy.SoyCacheWarmer] Warming 41 soy modules
2018-12-12 08:10:25,299 http-nio-8080-exec-3 DEBUG [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.plugins.base-hipchat-integration-plugin-api]
2018-12-12 08:10:25,555 ForkJoinPool.commonPool-worker-1 INFO [c.a.j.cache.soy.SoyCacheWarmer] Warmed 41 soy module(s) in 5673 ms, 0 module(s) were not present or disabled, 0 failed.
2018-12-12 08:10:25,733 Caesium-1-1 INFO [c.a.jira.i18n.I18nWarmer] Initialised i18n cache in 5852
2018-12-12 08:10:25,733 Caesium-1-1 INFO [c.a.jira.startup.CacheWarmerLauncher] Warmed cache(s) in 5865 ms.
2018-12-12 08:10:32,215 http-nio-8080-exec-10 DEBUG anonymous 490x10x1 1ytfn0e 35.226.131.210 /rest/gadget/1.0/login [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.jira.plugins.webhooks.jira-webhooks-plugin]
2018-12-12 08:10:34,846 http-nio-8080-exec-24 DEBUG bp3 490x24x5 1y3ttch 35.226.131.210 /rest/supportHealthCheck/1.0/check/bp3 [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.support.healthcheck.support-healthcheck-plugin]
2018-12-12 08:10:35,237 StreamsCompletionService::thread-1 DEBUG bp3 490x29x2 1y3ttch 35.226.131.210 /plugins/servlet/streams [c.a.activeobjects.osgi.ActiveObjectsServiceFactory] getService bundle [com.atlassian.streams.thirdparty-plugin]
2018-12-12 08:10:45,684 Caesium-1-2 INFO [c.a.j.p.h.service.connect.InstallGlancesJobHandler] Running InstallGlancesJobHandler...
2018-12-12 08:10:45,684 Caesium-1-2 INFO [c.a.j.p.h.service.connect.InstallGlancesJobHandler] There is no link to HipChat, no need to install glances.
2018-12-12 08:10:47,465 Caesium-1-4 INFO [c.a.j.p.h.service.ping.RefreshConnectionStatusJobHandler] Running RefreshConnectionStatusJobHandler...

[Bob Parro 3]

Here are the atlassian-jira-security.log entries when I log in successfully from the localhost:

2018-12-12 08:15:40,560 http-nio-8080-exec-6 bp3 495x52x1 1y3ttch 35.226.131.210 /secure/Logout!default.jspa HttpSession [1y3ttch] destroyed for 'bp3'
2018-12-12 08:15:40,560 http-nio-8080-exec-6 bp3 495x52x1 1y3ttch 35.226.131.210 /secure/Logout!default.jspa HttpSession created [1d57pgw]
2018-12-12 08:15:40,562 http-nio-8080-exec-6 bp3 495x52x1 1y3ttch 35.226.131.210 /secure/Logout!default.jspa The user 'bp3' has logged out.
2018-12-12 08:15:46,436 http-nio-8080-exec-13 anonymous 495x59x1 1d57pgw 35.226.131.210 /login.jsp HttpSession [1d57pgw] destroyed for 'anonymous'
2018-12-12 08:15:46,436 http-nio-8080-exec-13 anonymous 495x59x1 1d57pgw 35.226.131.210 /login.jsp HttpSession created [uunzyu]
2018-12-12 08:15:46,444 http-nio-8080-exec-13 bp3 495x59x1 1d57pgw 35.226.131.210 /login.jsp The user 'bp3' has PASSED authentication.

[Bob Parro 3]

Here are the atlassian-jira-security.log entries when I log in unsuccessfully from a remote host:

2018-12-12 08:16:45,308 http-nio-8080-exec-8 anonymous 496x80x1 - 98.212.61.207 /rest/gadget/1.0/login HttpSession created [g8are9]
2018-12-12 08:16:45,308 http-nio-8080-exec-8 bp3 496x80x1 - 98.212.61.207 /rest/gadget/1.0/login The user 'bp3' has PASSED authentication.
2018-12-12 08:16:45,433 http-nio-8080-exec-9 anonymous 496x81x1 - 98.212.61.207 /secure/Dashboard.jspa HttpSession created [72nhid]

[Bob Parro 3]

When I log in from the remote host, here is how the login screen looks:

Then I enter my credentials and click Log In:

The screen simply reverts to as if I had entered nothing:

[Shankar Asam {Appfire}]

Bob,

I suspect it could be an issue with your browser. Did you try to clear browsers cache/cookies? Can you also try accessing from another PC or different browser and check?  From the logs above (unsuccessfully from a remote host), it appears the authentication has passed.

2018-12-12 08:16:45,308 http-nio-8080-exec-8 bp3 496x80x1 - 98.212.61.207 /rest/gadget/1.0/login The user 'bp3' has PASSED authentication.

 You can also try restarting JIRA and test it.

-Shankar

[Bob Parro 3]

Shankar, thanks again for your response.

I tried Firefox on my desktop and it worked! Chrome worked from my laptop. Prior to this point, I had been using Chrome on my desktop and my colleague was having the same problem.