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Network issue accessing Confluence / Jira from home network

Pietro Nanni_a0pmc7

I'm no more able to reach Conflunce / Jira pages from my laptop while connecting from my home network.

The returned error is ERR_CONNECTION_TIMED_OUT - This site can't be reached.

If I switch on my phone connection it works fine.

Please help in solving the issue .

Accepted answers

Pietro Nanni_a0pmc7

It seems there is an issue from a specific European ISP:

Connection timeouts when accessing Atlassian Cloud services from a specific European ISP.

Incident Report for Atlassian

All comments

Dave Mathijs

Hi @Pietro Nanni welcome to the Atlassian Community!

Are you able to share the URL of your cloud site? Just to test if it's reachable for other users. This might be a local issue then and not related to the availability of the site itself.

Pietro Nanni_a0pmc7

Hi @Dave Mathijs , the site is reachable by my colleagues and also by me when connecting through telephone. The issue seams to exists only from my laptop when connecting with my home network, so I think it is releted to something on my connection , maybe the IP ? But I don't know what to check

Dave Mathijs

Then you'll need to contact your local IT support. This is not related to Atlassian.

Have you tried from another browser?
Have you tried in incognito mode?
Can you reach start.atlassian.com?
Have you tried clearing the browser's cache?

IP allowlisting could be the reason, but you indicated that you're on a Standard product plan.

Pietro Nanni_a0pmc7

Below answers to your questions:

Have you tried from another browser? --> Yes, same situation
Have you tried in incognito mode? --> Yes, same situation
Can you reach start.atlassian.com? --> Yes, I can, but then I'm not able to reach any spaces/projects
Have you tried clearing the browser's cache? --> Yes , same situation

I confirm we are on a standard product plan

Nikola Perisic

Hello @Pietro Nanni

From your home network, do any of the other sites work? Is this only affecting Confluence or all of the Atlassian products? Also in your developer console do you get the 500 or 400 error codes?

Pietro Nanni_a0pmc7

Hello @Nikola Perisic , all the other sites work fine. I'm using Confluence and Jira and both have the same behavior .

I'm receiving the Canceled status code, so I think it could be a 444 .

Nikola Perisic

For connecting to your Atlassian instances, do you have an identity provider set up, like Okta for example?

Pietro Nanni_a0pmc7

No, I'm using atlassian confluence / Jira on cloud, so I'm using the authentication from Atlassian

Stefano Locati_gp3jtb

Hello there,

I have some members of my team that since yesterday can't access to our Confluence space.

They all have the same issue "the page is taking too much to load".They all work from home (different locations in Italy)

Already asked to clear cache and cookies or trying from different browser but it's not solving it. Odd thing is that for some members there is no issue (me personally I don't have problems).

Nikola Perisic

Hello @Stefano Locati this is the same issue that @Pietro Nanni is having. As you are the second user that is being affected with this issue. Screenshot 2024-08-26 at 12.13.08.png

This was the incident that Atlassian had on August 22nd. Since all of the troubleshooting was done from the side of the community, you should raise a ticket for Atlassian: https://support.atlassian.com/contact/

Pietro Nanni_a0pmc7

It seems there is an issue from a specific European ISP:

Connection timeouts when accessing Atlassian Cloud services from a specific European ISP.

Incident Report for Atlassian

James smith_bqjyoz

It sounds like a network cabling or configuration issue in your home setup. At Innovative Security Controls, we often find that unstable or misconfigured structured cabling or HVAC controls wiring can block reliable access to platforms like Confluence or Jira. Checking your router settings and ensuring proper network cabling connections may solve the problem.

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