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Remote Team in India Unable to Access Jira

Daniel Olson_jgnej6

Our remote team in India has been unable to access the softare this week. They keep getting ""having trouble logging you in" graphics display on their screen when attempting to log in. We are on the free version, but have not reached the user limit. What can be done to resolve this issue for our remote team?

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Trudy P Claspill

Hello @Daniel Olson

Welcome to the Atlassian community.

Are all users that are affected located in India?

Are any users located outside of India affected?

Have the affected users tried clearing their browser cache, a private browser window, or an alternate browser application?

Tansu Akdeniz

Hi @Daniel Olson

Please check out these links:

Daniel Olson_jgnej6

Yes, only our India team is affected - all Jira users in the United States are accessing the software just fine. Nothing has changed in their permissions for quite some time - just stopped working for them beginning Monday of this week.

I just sent them troubleshooting tips from the AI Agent which included the items you mention above. It looks like this occurred about 14 months ago as well which I found from another post - however, no solution was provided.

Daniel Olson_jgnej6

Thank you for providing these links - I just sent this post to them in hopes they will try to follow and resolve. Thanks much.

Trudy P Claspill

Two other items you might check:

The Atlassian Status Page - to see if there are any active incidents affecting multiple customers.

https://status.atlassian.com/

The AWS Health Dashboard - Atlassian uses AWS for hosting. Sometimes there are issues with the AWS service that have not yet made it to an update on the Atlassian Status Page.

https://health.aws.amazon.com/health/status

Daniel Olson_jgnej6

Thank you Trudy.

Cassandra.Fitzgerald

This may be an unrelated case, however I JUST had this happen to me last week. Any team outside of the US had lost their access to Confluence. It was the IP Allowlist for the org (Security guide -> Device Security -> IP Allowlist) that had been added for an MCP server, which was set to US only. As soon as I deactivated it.... everyone gained access. Something to look at as another solution.

Daniel Olson_jgnej6

Thank you Cassandra - I'll look into this ASAP. Greatly appreciated. I will reply again if this resolves the issue.

Daniel Olson_jgnej6

Hmmm, nothing listed there, just the "learn more" graphic... I couldn't even see a button to add IP Allowlists... even as the orgnization administrator.

Trudy P Claspill

IP Allowlist is not supported for Free subscriptions.

Daniel Olson_jgnej6

Our India development partner is still experiencing a persistent login issue with the id.atlassian.com Jira instance. When we attempt to log in via Google SSO, the page enters an infinite redirect loop between id.atlassian.com and the host site.

They have already attempted the followings with no success:

Cleared all cookies and browser storage.
Tested in Incognito/Private mode.
Tested on other browsers and different networks.

The issue persists across all environments, though the other Jira boards (which also works with google SSO) work fine. Are there other suggestions that this group should try? Access within the US is still nominal.

Trudy P Claspill

Hello @Daniel Olson

Can you clarify what you mean by "issue persists across all environment, though the other Jira boards work fine"?

What does "all environments" actually mean? What does "other Jira boards" mean? These two things seem contradictory on the surface. How can all environments be affected but some Jira boards work fine?

Also, I am flagging your post here to raise it to the attention of Atlassian team members who will be able to look at back end information not available to us as community members.

Daniel Olson_jgnej6

Thank you for the response Trudy - I will get clarification from our India team on their remarks above. I am assuming "all environments" mean all different browsers and computing environments they use, but the "other jira boards" comment is unknown.

Thank you for flagging this for Atlassian to observe. Once I have clarification on the above, I will respond back to the group.

Samuil Enchev

Hi @Daniel Olson

Apologies for the delay in getting back to on this.

If this issue is still actual for your team located in India, I advise raising a request with our Product engineering team.

To submit a ticket:

Go to https://support.atlassian.com/contact#/
Under What can we help you with?, select Technical issues and bugs
Select the app, which in this case is Jira
Enter your site URL
Chat with Atlassian Assist (if applicable) to see if it can help with the issue; if not, type "raise a request"
Provide the remaining details requested (please mention that the affected remote team in India sees the “having trouble logging you in” message)
Attach any relevant screenshots, recordings, and error messages (if available)
Submit the request

Hope this helps!

Regards,
Samuil

Trudy P Claspill

Hello @Samuil Enchev

The author noted that they are using the Free subscription.

Free subscription owners are not able to submit support cases through https://support.atlassian.com/contact/#/ . They are instead redirected to seek help from the Community. One must have a paid subscription in order to raise a request through the technical support site.

Anastasiia Dimnych

Hi @Daniel Olson,

If the issue is still actual, please create ticket this way:

Visit our Support portal.
If you can't log in to the portal, select "Unable to log in" from the options provided.
Enter your email address
Select Your Account in How can we help you? field
Choose a topic -> Log in issues
Click Need more help?
Skip Provide the related URL, SEN, EN or invoice number if you don't have one
Click Need more help?
Describe your issue and submit a request

This will create a ticket with the customer advocates team that will assist you.

Best,

Anastasiia

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