tried to login but they do not have USE permission or weren't found. Deleting remember me cookie

[Jannatul Ajilah Binti Razali]

Hi,

Our users previously can access our JIRA site. Recently they reset their password, yet they can't login using the new password.

Below is the error we found in the log.

Error Log

2021-09-22 11:00:24,344+0800 http-nio-8080-exec-14 anonymous 660x601893x2 vx25a8 172.31.172.245,0:0:0:0:0:0:0:1 /rest/gadget/1.0/login login : '80004120' tried to login but they do not have USE permission or weren't found. Deleting remember me cookie.2021-09-22 11:00:24,360+0800 http-nio-8080-exec-14 anonymous 660x601893x2 vx25a8 172.31.172.245,0:0:0:0:0:0:0:1 /rest/gadget/1.0/login The user '80004120' has FAILED authentication.  Failure count equals 8​

Kindly assist to check on the issue

[Jonna Ranbrandt]

@Jannatul Ajilah Binti Razali was your ticket resolved and is there anything you could share?
BR

Jonna

[Angélica Luz]

​​Hello @Jannatul Ajilah Binti Razali,

Welcome to the Atlassian Community!

I saw that you created a ticket with our support related to the same question, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter on two different platforms, let's focus on the ticket instead.

Once the ticket is closed, feel free to share the resolution here to help other community members that may have the same issue.

Kind regards,
Angélica