Please help!!!

[Proyectos Aquamatic]

We have this problem:

Se han producido los siguientes errores:

• Lo sentimos, se ha producido un error durante la autenticación. Inténtalo de nuevo.

[Proyectos Aquamatic]

Thanks Andrew for staying in touch.
Indeed the problem is strange since we already have a year working with Jira and Confluence, that's why we miss the error it shows, as far as Jira's version is 7.7.0, the version of Confluence I do not remember it unfortunately, I only know that it was one of the versions of the 6, now, Jira already gives me the opportunity to update, so I suppose Confluence also has it, if we update those instances, it will be possible to fix the problem ?. The configuration of the users in Jira users server, is correct and I can not think of what else to do, that's why I keep writing to them.

Or what is your suggestion? If you can help me please.

[Andy Heinzer]

Thanks for clarifying.  This question was in the Jira collection, so I thought this was about logging into Jira.   Now that we understand this is a problem for logging into Confluence it changes the approach here somewhat.

It is difficult to say why this is happening, but it would help greatly if we could look at the atlassian-confluence.log file at the time this error happens.  I suspect that we will get more details from that log to better understand the cause here.  I suspect that you are currently using Jira as a user server for Confluence, and when you do this, if the address for either Jira or Confluence changes, it can prevent the applications from trusting each other to perform these kinds of authentication attempts.

So in addition to looking at that log, it would also help to better understand the user management settings that are currently within Jira.  You can find this in Jira by going to the Cog icon -> User Management -> Jira user server.   You will need to make sure that the addresses that are whitelisted there are still accurate for the address(es) confluence might currently be using.

Could you also let me know the following please:

1. What specific version of Jira is this?
2. What version of Confluence are you using?  

You mentioned "Confluence version is 6", but I was looking for a more detailed version number such as 6.15.2 or 6.3.0 etc.   This is important as it can affect the next steps to take to attempt to troubleshoot this problem.

Andy

[Proyectos Aquamatic]

Thanks Andrew for staying in touch.
Indeed the problem is strange since we already have a year working with Jira and Confluence, that's why we miss the error it shows, as far as Jira's version is 7.7.0, the version of Confluence I do not remember it unfortunately, I only know that it was one of the versions of the 6, now, Jira already gives me the opportunity to update, so I suppose Confluence also has it, if we update those instances, it will be possible to fix the problem ?. The configuration of the users in Jira users server, is correct and I can not think of what else to do, that's why I keep writing to them.

Or what is your suggestion? If you can help me please.

[Andy Heinzer]

I don't want to suggest upgrading as a means to fix a problem we don't fully understand yet.  It might help, but it might not.  And I don't want to suggest a step like that unless I'm confident it will help.

I would want to take a closer look at the logs of Confluence first when this error happens.   That file is found in the $CONFLUENCEHOME/logs/atlassian-confluence.log file to start with.

If your confluence is using a Jira Server for user management, then we might also want to look at the logs from Jira around this time.  That file will be in the $JIRAHOME/log/atlassian-jira.log

These logs will provide more details about this error than you can typically see in the web browser as a user.

Andy

[Proyectos Aquamatic]

Good morning, Andrew. First of all I thank you again for your kind attention and support, I told you that the version of Confluence that I have is 6.15.4, as for the update of Jira, it was done as the management decided so, obviously I do not help with the problem As you mention it to me, now, in what way can I send you the information that you ask, I tell you that I am not the administrator of the server, but if there is a way to get the information you request, I can gladly do so, I urgently take this issue forward since the work is being delayed too much. I hope you can keep in touch and help me. Again, thank you very much for your support, I remain alert and at your orders.

Thanks and best regards

[Andy Heinzer]

Hi,

I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/14/CSP-253764

I have also requested some log files from your systems so that we can better help here.  You can upload those files to that support case.

[Proyectos Aquamatic]

Thank you very much for everything, I already uploaded the .zip that I request, only that the Confluence one is not possible to remove it, because I have not been able to access that account.

Really, thank you very much for the support, I remain attentive and at your orders.

Best regards.

[Proyectos Aquamatic]

Good evening.

Thank you very much for answering.

The problem is when entering Confluence, it is as if the password does not exist and it is the same one that we use to enter Jira, the problem is with only one user, the administrator, the Confluence version is 6, none has been made update, we tried again linking the directories, Confluence appears as active, but we can not enter, when the error appeared, when reviewing it and entering the option of how to solve this ?, it gave us the solution of linking the directories again , but as I said, it was done and we had no results, we still can not get into Confluence. Please, could you help us, what can we do?

Thank you in advance for your attention and support, I am waiting and at your orders.

Best regards.

[Andy Heinzer]

Hi,

I understand that you are seeing an error message that translates to

The following errors have occurred:

     Sorry, an error occurred during authentication. Try again.

However it is unclear to me exactly where you see this problem. 

1. Does this happen when trying to login to Jira? or is it happening somewhere else?
2. Is this for just one user?  Or does this happen for all users?
3. What version of Jira is this?
4. Have there been any changes recently that might coincide with this problem? (such as an upgrade to Jira, or possibly the migration of a system like Crowd)?

If you have at least one Jira admin that can login to the site, then it might help to follow the KB Unable to login to JIRA applications.  It provides some helpful additional logging levels that you can enable to troubleshoot this problem if it's only happening to some users.

However if you cannot get any admins to login to Jira, then it might be worth trying to walk through Retrieving the Jira Administrator.  it explains the steps you can follow to make sure that you can at least get one internal Jira administrator to be able to login to the site.

Please let us know if you run into any problems with either guide.

Andy