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Recovery admin login doesn't work

Samy Nedelchev

I have modified the Java Options in the Windows service to include the following:

-Datlassian.recovery.password=Jira123

Then I stop the service, and start it again.

When I open Jira I am greeted by the yellow bubble showing I am logging in recovery mode, but when I enter the password above - Jira123 I get the error

User Recovery_admin doesn't exist.

Any ideas?

Accepted answers

Daniel Eads

Hey @Samy Nedelchev , welcome to the Community.

Sorry to hear you're having some trouble getting into your Jira instance. A couple thoughts based on your posting:

Are you able to screenshot the Windows Service window (blurring out any details specific to your company)? If you've had a look at the Restore Password to Recover Admin User Rights article already, you've probably seen that the property needs to be encapsulated in the parameter below:
```
JVM_SUPPORT_RECOMMENDED_ARGS=""
```
A second set of eyes on how that's being stored can help find any typos or missing quotation marks!
You can check the process (it'll be tomcat.exe on windows) to see if the startup flags have been passed in. You'll have to forgive me as I'm not on a Windows system and can't check to see which tab in Task Manager or if you'll need to use Process Explorer, but there should be a place in one of those applications to see the full string of what flags the application was passed during startup. This should also include parameters such as the minimum/maximum heap size (-Xms and -Xmx)

All comments

Daniel Eads

Hey @Samy Nedelchev , welcome to the Community.

Sorry to hear you're having some trouble getting into your Jira instance. A couple thoughts based on your posting:

Are you able to screenshot the Windows Service window (blurring out any details specific to your company)? If you've had a look at the Restore Password to Recover Admin User Rights article already, you've probably seen that the property needs to be encapsulated in the parameter below:
```
JVM_SUPPORT_RECOMMENDED_ARGS=""
```
A second set of eyes on how that's being stored can help find any typos or missing quotation marks!
You can check the process (it'll be tomcat.exe on windows) to see if the startup flags have been passed in. You'll have to forgive me as I'm not on a Windows system and can't check to see which tab in Task Manager or if you'll need to use Process Explorer, but there should be a place in one of those applications to see the full string of what flags the application was passed during startup. This should also include parameters such as the minimum/maximum heap size (-Xms and -Xmx)

Samy Nedelchev

Hey @Daniel Eads thanks for the reply.

1. Here is a screenshot of the service:

Are you saying I have to add the JVM... In front in the Java Options?

2. Will check on this one next and reply additionally.

Samy Nedelchev

Hi Guys,

It seems that somehow our admins was able to login while in recovery mode using an old admin password, using the regular admin account. So we didn't resolve the inability to log in with recovery_admin, but using the other admin then gained access and were able to resolve the other issues. Thanks for all suggestions.

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