User error (Account Already Exists)

Question

Hello.

I have this error on the Jira datacenter version : Account already exists.

User with the email ( email adress) already exists. How do you vant to continue? Review profile / Add to existing account

and the user cannot log in. This is happening when a user is deactivated ( left the company and then rejoined) and the account has reactivated. I tried to delete the user ,unjoined  from the the AD jira users group . I let 1 day to everything fully sync . After that i recreated the user ( rejoined in the AD specific jira user group ) and when the user wants to log in the error reapares . Can you help me with this error?

Vrabiel Attila Bela · Answer

Hello. The issue is that who deactivated the user from the AD not deactivated  the user in Jira , so the user existed in Jira at the time the user was reactivated in the AD , and when the reactivated user wanted to log into the Jira it had the error User account Already exists. So i followed the next steps:

I deleted the user from Jira datacenter. I initiated a Jira background reindex, I went to the AD and unjoined the user from the Jira users group .  I waited one day for the fully sync between the AD and Jira server. After 2 days i joined the user in AD to the Jira group and waited 24 hours for the sync and after that i recreated the user in Jira.

After a 4 hours waiting time i contacted the user to try to log in but the same error.I deleted the user from the key cloak sessions but the error remains.

Jayesh Raghuvanshi_qb6277 · Answer

@Vrabiel Attila Bela

This issue is related to the synchronization between jira user directory and AD, even though you deleted them jira might store them in internal directory, you can follow below approach

* Stop Jira
* Backup database
* Run SQL queries to verify if a user with the conflicting email or username exists internally (Cwd_user, Cwd_membership,app_user)
* Remove or update the internal user entries if safe and validated
* Restart Jira fully (not just a rolling restart) to rebuild internal caches

Thanks
Jayesh R

Fabio Racobaldo _Catworkx_ · Answer

Hi @Vrabiel Attila Bela ,

is the user listed in the User Management -> User UI ? If so please check that the user is active there (if not you can update user through Edit Details button)

Are u sure you are on Server/DC version? Did you deactivated him on AD side first and then reactivated him there?

Please let us know,

Fabio