Unable to login to Jira using Microsoft SSO

Question

My company uses our Microsoft accounts to log into our Jira instance.  Previously I was able to log in just fine, however recently I have been unable to on multiple devices.  I can however login while in Incognito mode. This led me to believe it was a caching issue but I have deleted my cache multiple times, deleted all cookies, etc and the issue remains.

I go to either our enterprise login portal for Jira or the standard id.atlassian.com site and choose Microsoft from the list.  It then redirects me to our enterprise SSO login screens which I go through including MFA to my Authentication device which I approve.  I am then redirected to the Jira login screen where it says "Hmm...we had trouble logging you in, please change accounts and try again". The page then redirects again to the same page but without the error screen.

The weird thing is that the URL which is a long string includes my personal email address which I never tried authenticating with.  I am logged in to Chrome with this address and I do have an Atlassian account for Trello I believe with this address.  I get a popup from Chrome asking if I want to login with my personal address but I always ignore this and go into the Microsoft and put in my actual credentials.  I'm not sure where this would be stored to stop this from happening.

David Kon_n4ym1f · Answer

I came across this question while experiencing the same issue.

Whenever I tried to log in to the Jira Cloud instance, I received the error message: "Hmm... We're having trouble logging you in."

When I accessed Jira through an Incognito browser window, I was prompted to log in with my Microsoft Account, and this allowed me to successfully access the Jira Cloud instance.

The final solution was going to the Microsoft Account page (https://myaccount.microsoft.com/), logging in there, and afterward, I was able to log in to Jira without any issues.

Matt Eden · Answer

Hi Benjamin,

This is my personal account as I am having login issues with my work account. I can assure you with that account I am using SSO and am having the stated issues above.

Plugins were something I thought of but I have removed them and still have the same issue.

Thank you for your response, I may dig into the dev console a bit as well and add anything I see.

Benjamin_tmh9yg · Answer

Hi @matt

Since you are on the Free plan, you are probably not using the enforce SSO that would be integrated with Atlassian Guard. Currently, it sounds like you are just using alternative authentication method from the selection on the screen.

You may want to look at the developer console of your browser to see if there's any clues given about the error. Likely it's linked to picking up your personal e-mail address.

The other things I could think of is removing any plugins you have on your browser or reinstall your browser to completely clear of everything.