Captcha doesn't allow to log to Jira Service Desk

Rob Webber

Hello,

I have very stupid question.

One of admin activated captcha on login and after it we can't override it. Couple people spent hours printing different text and nobody can't log in.

Do we have any possibility to remove captcha without login to JSD?

I backup JSD and trying to install from scratch but after installation I received again prompt for captcha. I need to clean registry. Do you have any manual for it.

I tried to login from different browsers, incognito browser, deleted cookies.

I can't get inside setting to remove this service.

 

Thanks in advance  

Petter Gonçalves

Hello @Rob Webber

Thank you for reaching out.

Could you please provide us with more details on why you are not being able to log in and remove the captcha under general configuration as explained in this documentation? More specifically, can you provide us a screenshot of the captcha displayed so we can further investigate what can be happening?

That being said, unless you are using an Oracle database, it is possible to remove the CAPTCHA functionality directly from Jira database without needing to log in Jira application, although you must have access to the database.

These would be the steps:

1. Backup your Jira data
2. Shutdown your JIRA application.

3. Execute the following SQL to identify the record to update:

   SELECT s.* 
   FROM   propertyentry e 
          JOIN propertystring s 
            ON e.id = s.id 
   WHERE  property_key = 'jira.maximum.authentication.attempts.allowed'; 

4. And run the following SQL to set that record to an empty string, which is the equivalent of unlimited authentication attempts, bypassing CAPTCHA validation:

   UPDATE propertystring 
   SET    propertyvalue = '' 
   WHERE  id = <id from step 2>;

5. Start JIRA application.

For more details about the steps provided, please check the documentation below:

Disable user CAPTCHAs from the JIRA database 

Let us know if you have any questions.