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User with Active status in Jira Admin Not Able to log in

Dawn Basch
Contributor
July 19, 2024

I have a user that shows as active when i look at manage users for Jira, but they are not able to sign in when they click to open Jira URL.  they are presented with a login screen. They are listed as a user role AND they are added to at least 1 project in Jira.  

 

 

 

2 answers

1 vote
Trudy Claspill
Community Champion
July 19, 2024

Hello @Dawn Basch 

So, the user is presented with a login screen. They need to enter their Atlassian Account login and password. Have they done that? What happens after that?

Dawn Basch
Contributor
July 22, 2024

They don't recall their password and there isn't an option to reset it.

Like Dave Rosenlund _Trundl_ likes this
Trudy Claspill
Community Champion
July 22, 2024

Is the user a Managed Account, using a login in a domain that you have claimed?

Have you tried the steps in this documentation?

https://support.atlassian.com/user-management/docs/make-changes-to-a-managed-user-account/#Require-a-user-to-reset-their-password

Like Dave Rosenlund _Trundl_ likes this
0 votes
Scott Schellhardt
Rising Star
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July 19, 2024

Hi Dawn,

Does the user have the a software/jsm agent license ? 


Dawn Basch
Contributor
July 22, 2024

What happens if i suspend access for this user?  Does that log him out?  It currently shows as active.

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