Jira Board Suddenly Disappeared and Became Inaccessible

Question

Hi,

My team's Jira just suddenly disappeared and none of the members are able to access it anymore. When I tried accessing it from one of the Jira board changes notifications, it says this:

"upstream connect error or disconnect/reset before headers. reset reason: connection termination"

Has anybody ever encountered this issue and knows how to fix it? I hope this is just an outage.

Trudy P Claspill · Answer

Hello @Nguyen Tong Tran

If you are still having issues have you tried contacting Atlassian Billing and Licensing support?

https://www.atlassian.com/company/contact/purchasing-licensing#/

Nguyen Tong Tran · Answer

Hi @Trudy P Claspill

1. The last time we were able to access the Jira instance was yesterday's afternoon (28-08-2025). This then happened in the evening. I live in Australia so the timezone might be different from yours.

2. When we created the Jira and team we only had a trial version and I remember it was expired for a few days. However, I assume it would not delete our project but rather store it somewhere else right? Though, the 'products' section is currently showing some strange Jira sites that I don't understand, starting with "mymail-team-..." so I assume this is the default/template site URL?

3. Honestly, I have never accessed admin.atlassian.com before this happened so I really don't know.

4. No, we cannot access our site using base URL despite using other browser window, private browser window, and clearing browser cache. It keeps showing us a loading screen then brings us to a page saying:

"It looks like our database is taking a little longer than usual to sync up. Wait a few moments then try again."

Our team really needs it back but apparently we can't contact with Atlassian directly without paying for subscription? Could this be another unknown user has somehow accessed our project and deleted it?

Trudy P Claspill · Answer

Hello @Nguyen Tong Tran

Welcome to the Atlassian community.

When was the last time you successfully accessed the Jira instance?

Are you paying for the Jira subscription or are you using a Free subscription?

Did you used to be able to see the product information through https://admin.atlassian.com?

Are you able to access anything on the site using https://yourBaseURL/jira ?

Have you tried in another browser window, a private browser window, or after clearing your browser cache?

If you do not currently have a paid product subscription you will not be able to create a support issue at https://support.atlassian.com/contact/

If you have a paid subscription but are not a Product Admin, Organization Admin, or Technical Contact, again you may not be able to create a support issue at the above site.

An alternative source of help may be the Billing, Licensing, and Purchasing support team at

atlassian.com/company/contact/purchasing-licensing