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Cannot access JIRA in Chrome anymore

Willeke Schmidt

I cannot log on to JIRA or Confluence with Chrome anymore. I have cleared my cache a few times, which brings me to the original log on - I can go through the logon process, including entering my Microsoft Authenticator PIN, but then it just displays - "We couldn’t log you in

You may run into this issue when you use specific browsers or add-ons that hide the referer header for id.atlassian.com and other Atlassian sites. Check for these and then try logging in again."

I have the standard settings and no add-ins installed myself. I uninstalled Chrome, and installed it again, which did the trick for 10 mins. After that, I could access JIRA via Chrome anymore.

Can someone help?

Accepted answers

All comments

Prince Nyeche - ELFAPP

Hi @Willeke Schmidt

Welcome to community, do you have your Google Profile logged in to Chrome? If you do, you might want to reset that from Chrome settings. one way to test this is by using the Incognito browser mode to test if you can actually login.

Oscar Reyes_jbktyp

Hi
I have the same issue, my google profile isn't logged in to chrome and i already clear browsing data, can you help me?

Jake Taubner

I have the same issue on Firefox. I tried using private browsing, disabling extensions, and disabling tracking protection, but nothing made any difference.

Michele Atkinson

I just started having the same issue today. I can't log into google (company prevents it). I can log in using incognito window in Chrome.

Shannon S

Hello everyone!

I noticed this is a common concern, so I wanted to shed some light on the situation that can help you.

Three possibilities could produce this error.

The browser is outdated. Check Chrome and see there are any available updates. Re-install Chrome completely if an update doesn't resolve it.
The network rules block the Cloud server resources. Try loading the site again from an external network (non-corporate network). If it loads from another network, your network is blocking access. Have your network administrator whitelist the IP addresses and domains for Atlassian cloud products.
There's a conflict with a workstation configuration or a browser add-on. Try and load the site using Incognito mode, eliminating the possibility of issues caused by a browser add-on. If you have already tried that, there may be something else causing the error. Try to access the site from a personal device, such as a laptop or phone. Does the problem persist there?

Review our Supported browsers for Atlassian cloud products to be sure you have a supported browser version. Beta versions are not supported; it must be a stable release.

If you aren't able to narrow down the issue with these steps, my next suggestion would be to bring this to your IT support team or network administrators.

Have any questions or need any further help? You can ask a new question on Atlassian Community or create a ticket with our Atlassian support team. We're happy to help!

Take care,

Shannon

Greg Williams_nvfbk4

This has hit my company all of a sudden. In the last 3 days I've have ~10 users report this exact error.

We had a company-wide update to Chrome pushed due to a security flaw that needed to be patched and then the following day I started seeing these errors. Not entirely certain it's related but leaning towards that as a cause.

For all of them, if we cleared the browser's cache, that seems to be the solution.

I would start with "last 7 days" then go to "All time" if that does not seem to clear the issue.

You can uncheck "Passwords and other sign-in data". I would leave everything else checked.

When cleared, close/reopen the browser and try again.

Chris Buzon

I'm the standard go-to guy for anything related to Atlassian - and in the last few days this also started happening far more often to many of us. Similar to Gregory, you must delete *all* cookies and cache, daily, or you get hit with that We Couldn't Log you In page (which has broken images?)

It's not an addon, it's not a version issue (no addons and this is a new install of chrome), so it's something else. other browsers work fine.

Greg Williams_nvfbk4

FYI as a follow-up, I got hit with the error message Monday morning and my browser was already updated to the latest version, so it's not a browser version issue as far as I'm aware.

Cache clearing from a month ago resolved the problem.

Jonathan Cabas

Agree. This started happening out of the blue for me since yesterday and is not allowing me to access either Jira or Confluence. By the way, I already cleared cache and browser data for the last 7 days. I'm using Chrome Version 92.0.4515.107. On incognito mode works fine.

Jonathan Cabas

UPDATE: Clearing site data just worked for me.

Open Developer tools -> Storage option within Application section -> Clear site data

Hope it does work for you as well. @Chris Buzon

image (18).png

Greg Williams_nvfbk4

I found another solution in a different community page for the exact same issue:

Go up to the padlock in Chrome and click on it (the one next to the URL). It then gives you the amount of cookies in use.

Delete them, restart browser and try again.

faizanalikj97

i cannot do that what is do

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