App Sign in issue

[Michael Miller]

I recently sign out of the app but cannot sign back in. I verified the log in info is correct.

I sign and I am direct to put in my password and then I am given the mfa code which I input successfully. Instead of signing me in it just spins forever. 

I forced Closed the app, uninstalled, rebooted iphone and reinstalled the app, reset the iPhone settings. ensured java is enabled , turned off blocked all cookie. unintalled Mfa unauthenticator.

I am not sure I am missing anything.

[Michael Miller]

I was finally able to log in. I entered my username and password, which were accepted, and then completed the MFA successfully. However, it initially said the username was invalid. I re-entered the exact same username, and this time it worked without prompting for MFA again. A bit strange, but it's working now.

[Talar Pavlovic]

Agreed, that is a little strange. Glad to hear its all working now though! 

[Talar Pavlovic]

Hey Michael, 

Thanks for writing into Community, I'm Talar from the Atlassian Opsgenie support team, happy to help!

Appreciate you listing out all the things you've already tried - let me share a few more: 

• Confirm your Opsgenie is still in a "standalone" state - that is, that it isn't transitioning to either JSM or Compass Operations
• If you are transitioning to JSM Operations, you'll need to start using the Jira Mobile App anyway - so best to install this on your phone and go from there 
• If you are transitioning to Compass Operations, a Mobile App is not currently available. 

If you are still using Opsgenie standalone and not currently transitioning to Operations:

1. Clear the cache/cookies on the default browser on your phone
2. Ensure the last opened browser window in the default browser is NOT incognito/private
3. Then attempt login to the app 

If this doesn't work try the following: 

1. In your default browser (in a non-incogntio window), go to your Opsgenie instance URL (<instance>.app.opsgenie.com) and see if you can log in to it via the browser 
2. If this does not work - try it in an incognito window to see if there is an extension installed that is causing some issues 
3. Once you're able to log in via the browser, attempt login via the App again 

If you're still unable to get in: 

1. Check with your Atlassian Organisation Admin to see if they've added any MDM/MAM policies that may be blocking your login from your phone on purpose

If you continue to have trouble, please feel free to log a ticket with us (https://support.atlassian.com/contact) so we can take a look the account etc and advise further. 

Kind regards,
Talar 

[Michael Miller]

Clearing the history and cache. I go to log in and ask for the password but we are setup to use sso . SSO has stopped working now. 

[Talar Pavlovic]

Hey Michael, 

Sounds like it may be directing you to a different Opsgenie instance. 

3 things to confirm: 

1. Do you have the correct data residency selected at the bottom of the first screen? 
2. Can you confirm the "Organization Name" you're trying in - it should be the first part of the Opsgenie URL you go to on the web - <organizationname>.app.opsgenie.com 
3. Finally, this one I only include for completeness - we all have lots of different email addresses, can I confirm with you that you're using the correct one? 

If all this doesn't yield results, please log a ticket so we can check your instance and access etc here: https://support.atlassian.com/contact/ 

Kind regards,
Talar