User can access one instance of JIRA but not another. I'm lost as to why.

[Jim Sparks]

Hello

We have a cloud instance of JIRA setup. We have allowed users access. There are 2 users, who work on laptops based out of a USAF base. They cannot access our instance of JIRA even though we have given them access. There is another contractor they work with that has a server based instance of JIRA that these users CAN access. Same govt laptops and same permission level. Is there a difference between the server and cloud based JIRA that would affect how the users can use the software? Is there anything I can point to, resource or reference material, if I were to talk to the base IT help desk? I am stumped here. Any suggestions?? I would really appreciate the help as I am new to this and trying to take the bull by the horns so to speak for our company.

Thank you

Jim

[Nic Brough -Adaptavist-]

What does "cannot access" mean?  They can't reach it with a browser?  They can, but can't log in?  What is the error message?

The guidance is simple - first establish why they can't get in.  If the errors are network errors, you need to talk to the network guys.  If Jira is the problem, then the admins of that need to take a look.

[Jim Sparks]

This is what she sees when she tries to access. I have had her try the cookies fix suggested.

[Nic Brough -Adaptavist-]

Can you get her to try a different browser?

[Jim Sparks]

She gets the same error in Chrome as well as IE.

[Nic Brough -Adaptavist-]

Ok, What is the difference between her and a user who can get in?

[Jim Sparks]

Unfortunately, there are only 2 users located at this base. All other users are either on another base somewhere or contractors who do not work on base. Both of the users located on this particular base are having the same issue accessing JIRA on their govt issued laptops. One of the users however, can access the JIRA software using the account we set up, on his iPad. Just not the laptop.

[Nic Brough -Adaptavist-]

So there's something wrong on the laptop - a security system like a firewall or anti-virus that's blocking something.

I'd be interested in what the developer tools say the page does as it loads, but I'm grasping at straws there

[Jim Sparks]

Does it make sense that it would block it for the cloud based instance that we have and NOT for the server based instance for another contractor company?

I thought about having her try to log in with my account on her machine to see if that makes a difference. My thought is that would help me see if it is an account issue.

[Jim Sparks]

And to confound the issue a little more, I work on a govt issued laptop, issued from the same base and it works fine for me. Could I possibly compare developer tool finding from my machine and hers to see if there is a difference?

[Nic Brough -Adaptavist-]

Yes, if a network has ip range restrictions, but that should break the iPad too.

I think the developer thing is probably the next thing, as you're not aware of anything obvious on the machine that would break it.  It would be ideal to compare one working one with a broken one, really good idea that!