Specific board that is not loading for a specific user

Question

Hi there!

I'm Karl, an IT Technician from Twinkl Ltd and we have a specific board that is not loading for a specific user in the business (Elizma Dreyer) - the page has an infinite loop load bar at the top, becomes unresponsive and then drops a pop-up asking to either Wait or Exit Now.

This is specific to her account as opposed to her PC. Her account fails to load the board on her PC as-well as mine and in the same way my account loads the board just fine on her PC as-well as on mine.

Changing her account to an admin makes slightly more progress in which the the left-hand side task-bar loads but that's it, the same end-result is achieved.

Unlinking her account from the board and re-linking it has no effect either.

https://twinkl.atlassian.net/jira/software/projects/NSAPB/boards/635

We would like to where possible avoid removing her account from the system as she has a lot of work attached to it which would cause a bit of a headache to re-assign specific project work and track progress from previous work, based on our KPI scheme.

Anyone have any ideas as to why this might be happening?

Kind regards,

Karl

Jack Brickey · Answer

That is really really odd. I would recommend reaching out to Atlassian support directly to see if they could login and have a look.

Karl Parker_ylus4g · Answer

Hi Jack,

Thanks for getting back to me so quickly!

Yes, it was the same on Edge (Chromium) as it was for Chrome. Both browsers we up-to-date at the time and yes she has logged out and logged back in with no change.

It's only this board that she cannot load, other projects and boards appear unaffected.

Kind regards,

Karl

Jack Brickey · Answer

And I assume you have tested with multiple browsers? You definitely don't want to remove her account as I highly doubt that would correct the situation. I assume that she has logged off and log back in? What about other activities within Jira or other projects and boards?