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Unable to Login after migrating JIRA Data Center to Cloud

Saran P S

Context: I joined this organisation this month and was provided access to data centre jira hosted at the organisation.
Last week, the projects and accounts were migrated to cloud jira.

My account was not migrated, but i got approval through our internal mechanism to access cloud jira, but whenever i try to access our project direclty , i get the following message :

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

when i try to login, i get the following message : Looks like your administrator has marked your account xxxx@anz.com as inactive. Contact your administrator to solve this issue.

No one knows how to resolve this, everyone is new to jira cloud, need help.
same applies to confluence as well

Accepted answers

Rajat Pratap Singh

Hi @Saran P S

Please try accessing the base site URL directly instead of the project link:
https://<yoursite>.atlassian.net/
This should take you to the login page. If your company uses Atlassian Guard, log in through the identity provider first. You can also try clearing cache or using an incognito window.

Regarding the error:

“Looks like your administrator has marked your account xxxx@abc.com as inactive”
This means your account exists but is currently marked inactive.

If your organization uses Atlassian Guard with SSO, the account may come from the IdP. In that case, your IdP admin needs to ensure your user is provisioned and active before Atlassian can recognize it.

Otherwise, a site admin can fix this by going to admin.atlassian.com:

Select your organization -> Directory -> Users
Search for your email (xxxx@anz.com)
If the status shows Inactive, click Activate

Hope this helps!

Regards
Rajat

All comments

Rajat Pratap Singh

Hi @Saran P S

Regarding the error:

“Looks like your administrator has marked your account xxxx@abc.com as inactive”
This means your account exists but is currently marked inactive.

Otherwise, a site admin can fix this by going to admin.atlassian.com:

Select your organization -> Directory -> Users
Search for your email (xxxx@anz.com)
If the status shows Inactive, click Activate

Hope this helps!

Regards
Rajat

Saran P S

Thanks for the reply.

i tried https://<yoursite>.atlassian.net/ through incognito window, this is the message that comes up : Atlassian needs permission to access resources in your organization that only an admin can grant. Please ask an admin to grant permission to this app before you can use it.

organisation does not use Atlassian SSO.

So i have to escalate it with the IT department to get my account activated through admin.atlassian.com?

JM Perrot

Hello @Saran P S , and welcome among us,

Could you please give us a bit more detail about your situation?

When you said your account was not migrated, do you mean it was not linked to any project (so you didn't migrate users outside projects), or that it had already been deleted/deactivated before the migration?
Since you mentioned you don’t use SSO, can you check with your organisation administrator (or the person in charge of the migration) that you still have a valid access:
- access to the site,
- and an active Jira user license.
Could you also share more information about the mechanism/process you are currently using to update accounts on the Cloud instance?

If your admin is struggling with the new UI, here are the steps to check your account:

Click on the gear icon → User management,
Search for your account in the directory.

Saran P S

Hi @JM Perrot , thanks for the reply and welcome, glad to be part of community.

Sorry for the confusion in the previous reply.

1. My account was not linked to any projects before migration.
2. We do use SSO provided by a third party, not by atlassian. My account is active in atlassian Cloud, through the internal mechanism employed by the organisation.
3. I dont have the knowledge to give an answer to this question.

To wrap it up and make it clear: i have an active account in atlassian cloud, but do not have access to jira and confluence. Admin has to provide access for the same, and i am working with my manager and our internal atlassian support team to resolve the same, as a lot of people are having the same issue.

Again, thanks for the help.

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