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SSO suddently stopped working - Azure AD + Atlassian Guard

Klas Fokine_dd7yyc

We'be been running the Atlassian Suite (Jira Service Management, Confluence and Trello) for a number of years smoothly setup with SSO (Azure AD/Entra as identity provider) however just recently we're unable to login to any of the services. We've done no changes in the AD and when verifying from Azure Portal the SSO config is setup correctly.

As your only able to submit a support ticket if you're logged in as the admin I'm stuck and resorted to posting the question here using a different Atlassian account (not the same org).

Any suggestiongs on how to proceed?

Accepted answers

Vicknesh Shanmugam_7qjfr8

Hi Klas.

You may try raising a support ticket with your new account and ask if Atlassian can provide an email address where you can send email to receive support from them. If you have the email, perhaps you may switch to your work email and email your problem to Atlassian Support's email. You can ask them to detach the SSO configuration which should allow your users to be local users. After that, your users will need to reset their password from id.atlassian.com and that should allow them to access Atlassian Cloud while the SSO issue is being investigated.

As for your SSO issue, you can try to use https://developer.chrome.com/docs/devtools (if you have not) to possibly find some hint to why you are unable to access Atlassian Cloud. Sometimes there's errors related to the login request that could explain the reason why the login is failing.

Regards,

Vicknesh [ServiceRocket]

All comments

Vicknesh Shanmugam_7qjfr8

Hi Klas.

Regards,

Vicknesh [ServiceRocket]

Hector Menchaca

Hello @Klas Fokine ,

Welcome to Atlassian Community!

I think I worked with you on this ticket - is there something else you need or everything is working fine?

Thanks!

Klas Fokine_dd7yyc

Thanks Vicknesh, I was actually able to held hold of Atlassian support using an alternative e-mail and then transferring the ticket to my company e-mail to verify I wad entitled and they were able to quickly resolve the issue which was due to an expired SAML certificate.

Klas Fokine_dd7yyc

Hi Hector and you, you helped me resolving the issue and everything is working fine now. Thanks for your quick support!

Anthony Casas

Can you guys give a description of what the fix was to the problem? Facing something similar right now. Please and Thank you

Klas Fokine_dd7yyc

Hi Anthony, if I recall correctly the problem was that the SAML Certificate issued by Azure AD (now Entra) had expired. I needed to generate a new certificate under Enterprise Applications > Atlassian Cloud > Single sign-on and update the config in Atlassian with this new certificate.

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