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One user unable to login

Lee Buckley

I have one user that is unable to login and i don't know why!!!!

The user is set up within Active directory and can login to his windows account.

He is setup within the same groups as others within JIRA and his account is definatly there within user management. The users is still unable to login, it comes up with "Sorry, your userid is required to answer a CAPTCHA question correctly" and desipte what is entered it will not allow him any furhter.

I'm unsure what to do next as everything seems to be set up correctly

Help Please????

Thanks
Lee

Accepted answers

All comments

Nic Brough -Adaptavist-

As an admin, can you open up his account and try resetting the "failed login count" for him, and while you're there, check that his account is definitely showing as "active"?

Lee Buckley

I've reset the "failed login count" and his account is active.

He can log into in PC fine using his AD account. (using eldap, if that helps)

Nic Brough -Adaptavist-

Ok, I'm afraid you're going to need to read the application logs to work out what is going wrong at login time.

Lee Buckley

I'm just looking throught the atlassian-jira-log and get the following

2013-10-24 08:38:13,576 http-bio-80-exec-11 User.Surname 518x4974x1 1lp0421 10.16.12.91 /secure/admin/WebSudoAuthenticate.jspa The user 'User.Surname' has PASSED authentication.
2013-10-24 08:38:13,576 http-bio-80-exec-11 User.Surname 518x4974x1 1lp0421 10.16.12.91 /secure/admin/WebSudoAuthenticate.jspa HttpSession [1lp0421] destroyed for 'User.Surname'
2013-10-24 08:38:13,576 http-bio-80-exec-11 User.Surname 518x4974x1 1lp0421 10.16.12.91 /secure/admin/WebSudoAuthenticate.jspa HttpSession created [1jf4hm9]

Vishnukumar Vasudevan

Can you check if the user belongs to 'jira-users' group ? Which is required to log in to JIRA

Vishnukumar Vasudevan

Can you check if the user belongs to 'jira-users' group ? Which is required to log in to JIRA

Lee Buckley

The user is part of the jira-users group and jira-adminstrators group. I have just removed them and re-added to make sure they are defiantly in there.

I only can guess, but I had some strange behaviour with users when their usernames are not lower case in the ActiveDirectory-source. Not with login but may be worth looking at...

If that users username is in mixed cases in JIRA, try to change case to lower case in your LDAP-source. Synchronize directory, check spelling as administrator and good luck with the test login

Lee Buckley

I had to delete the AD account and then re-create the account

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