Users getting a help screen when they initially login into Confluence

JOHN E NYAKOE-NYASANI

Hi,

We just moved to Atlassian cloud versions of Confluence/JIRA/JIRA Service desk. 

Our users have an Atlassian Cloud account with a SAML security structure. 

When they try to login into confluence they are getting a help page error. We are not sure what is causing the issue. Help?

Here is the error they get

 

Stephen Sifers

Hello Edwin,

Thank you for providing a screenshot of the attempted login screen and context around why users are unable to authenticate.

The help center screen looks to be part of your Jira Service Desk configuration. Along with this, the new users may not have permissions to Confluence and are being sent to the help portal instead. There are a few things we would like you to check.

1. Ensure the users are in the proper groups which grant access to Confluence.
2. Ensure the users are accessing Confluence via the proper URL.

Please let us know the results of verifying the above information.

Regards,
Stephen Sifers