users cannot login to JIRA

[Western University]

All users get the error message, "sorry your userid is required to answer a CAPTCHA question correctly".

[Earl McCutcheon]

Hello,

There are two primary reasons to see this error the first is that the captcha was indeed answered incorrectly OR if the user did answer the CAPTCHA correctly and still received the warning, then something in the in the browser cookies is erring as covered in This KB article.

Have the user clear out browser cache & cookies and try again, and let us know if this works.

Regards,
Earl

[Andy Heinzer]

Did you recently change user directories in Jira?   If so it's possible that your same user accounts exist in a different user directory, and the users could be supplying the password for this other user directory as opposed to their password for the previous user directory.

If the users complete the captcha, and enter their password are they able to then login?   Or is everyone completely locked out of the Jira instance?

If even your Jira administrator accounts can't login, then it's time to follow the steps in Retreiving the Jira Administrator.