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Cyril Duvignau

Hi,

 

We're facing an interesting issue where recently, a lot of customers using the Portal to check their open Tickets are facing the following message:

 

The only workaround is to advise them all to use the Incognito Browser and it seems to resolve the issue. 

Is there anything we can do on our side to address this? Or is it an enquiry for the support?

 

Thank you

Ajay _view26_

Hi @Cyril Duvignau ,

If the portal works in Incognito but fails in a normal browser session, that usually points to cached site data, a browser extension, or network/security tooling blocking Atlassian assets, rather than a request-type configuration issue.

I’d start with:
- clearing cookies/site data for the portal domain
- disabling browser extensions
- comparing the browser console + network tab in normal mode vs incognito
- checking whether affected users are on the same managed network, VPN, proxy, firewall, SSL inspection, or ad-blocking setup

If multiple customers are affected and Incognito consistently works, I’d lean toward a client-side/browser/network issue first.

If you can reproduce it reliably, I’d open an Atlassian support ticket and attach a HAR file and console log from an affected session.

If you can also share the exact error message or screenshot, that will make the root cause easier to narrow down.