Team member cannot access any atlassian.net links, some atlassian.com subdomains

Question

Hello, one of my team members in Romania is blocked from accessing our JIRA instance this morning, https://unturned.atlassian.net/. It worked fine yesterday.

Any link to any atlassian.net subdomain seems to return a timeout. We tried clearing cookies and switching browsers.

Also, while he can access support.atlassian.com, base domain atlassian.com also times out.

Any idea?

Joel Riendeau · Answer

Thanks! It was limited to a single network as you said, and a home router restart fixed it.

Angélica Luz · Answer

Hello Joel,

Welcome to Atlassian Community!

Thank you for the details.

This issue might be related to the network and not Jira or browsers. I had a similar issue a while ago and it was my internet provider blocking access to servers outside Brazil.

With this said, it would be important that your team member tries to access Jira using another network. If he is working from home, would it be possible to test using the mobile network?

Is he is using a VPN? If so, ask him to disconnect and try again.

Then, other tests would be more related to the network, like ping, traceroute and reach out to the internet provider. If only a user is affected and if he is not using the same network as the users that can access Jira, it’s probably a local issue with the network.

Kind regards,
Angélica