NREUM during login

Question

We are trying to login to our instance. Since yesterday, we got the following error and cannot log in to Jira. It keeps looping through and throwing the following console error. How can we resolve this?

Uncaught ReferenceError: NREUM is not defined
at index.138b1074.js:1:162
(anonymous) @ index.138b1074.js:1

POST https://o55978.ingest.us.sentry.io/api/5988874/envelope/?sentry_key=db392c0dd39c43f9a29a56dbf6db9fc0&sentry_version=7&sentry_client=sentry.javascript.browser%2F7.120.3 net::ERR_BLOCKED_BY_CLIENT
(anonymous) @ index.602d5de6.js:77
(anonymous) @ index.602d5de6.js:75
add @ index.602d5de6.js:75
o @ index.602d5de6.js:75
_sendEnvelope @ index.602d5de6.js:75
sendEvent @ index.602d5de6.js:73
(anonymous) @ index.602d5de6.js:74
(anonymous) @ index.602d5de6.js:5
(anonymous) @ index.602d5de6.js:5
_executeHandlers @ index.602d5de6.js:5
(anonymous) @ index.602d5de6.js:5
s @ index.602d5de6.js:5
then @ index.602d5de6.js:5
_processEvent @ index.602d5de6.js:74
_captureEvent @ index.602d5de6.js:74
(anonymous) @ index.602d5de6.js:73
(anonymous) @ index.602d5de6.js:5
(anonymous) @ index.602d5de6.js:5
_executeHandlers @ index.602d5de6.js:5
(anonymous) @ index.602d5de6.js:5
s @ index.602d5de6.js:5
then @ index.602d5de6.js:5
captureMessage @ index.602d5de6.js:73
captureMessage @ index.602d5de6.js:5
captureMessage @ index.602d5de6.js:2
c @ index.602d5de6.js:2
(anonymous) @ index.602d5de6.js:2
withScope @ index.602d5de6.js:2
p @ index.602d5de6.js:2
n @ index.602d5de6.js:2
E @ join.acd774c3.js:1
o3 @ index.602d5de6.js:1
c @ index.602d5de6.js:1
iB @ index.602d5de6.js:1
iD @ index.602d5de6.js:1
(anonymous) @ index.602d5de6.js:1
v @ index.602d5de6.js:1
oe @ index.602d5de6.js:1
on @ index.602d5de6.js:1
or @ index.602d5de6.js:1
iO @ index.602d5de6.js:1
enqueueSetState @ index.602d5de6.js:1
J.setState @ index.602d5de6.js:1
t @ index.602d5de6.js:66
(anonymous) @ index.602d5de6.js:66
Promise.then
r._loadModule @ index.602d5de6.js:66
r.componentWillMount @ index.602d5de6.js:66
oC @ index.602d5de6.js:1
aL @ index.602d5de6.js:1
c @ index.602d5de6.js:1
iB @ index.602d5de6.js:1
iD @ index.602d5de6.js:1
(anonymous) @ index.602d5de6.js:1
v @ index.602d5de6.js:1
oe @ index.602d5de6.js:1
on @ index.602d5de6.js:1
or @ index.602d5de6.js:1
iO @ index.602d5de6.js:1
am @ index.602d5de6.js:1
(anonymous) @ index.602d5de6.js:62
await in (anonymous)
(anonymous) @ index.602d5de6.js:62
aQ @ index.602d5de6.js:1
i$ @ index.602d5de6.js:1
v @ index.602d5de6.js:1
oe @ index.602d5de6.js:1
iK @ index.602d5de6.js:1
_ @ index.602d5de6.js:1
eo @ index.602d5de6.js:1
V.port1.onmessage @ index.602d5de6.js:1
postMessage
_ @ index.602d5de6.js:1
y @ index.602d5de6.js:1
ot @ index.602d5de6.js:1
iA @ index.602d5de6.js:1
iO @ index.602d5de6.js:1
am @ index.602d5de6.js:1
(anonymous) @ index.602d5de6.js:66
Promise.then
(anonymous) @ index.602d5de6.js:66
aQ @ index.602d5de6.js:1
i$ @ index.602d5de6.js:1
v @ index.602d5de6.js:1
oe @ index.602d5de6.js:1
iK @ index.602d5de6.js:1
_ @ index.602d5de6.js:1
eo @ index.602d5de6.js:1
V.port1.onmessage @ index.602d5de6.js:1
postMessage
_ @ index.602d5de6.js:1
y @ index.602d5de6.js:1
ot @ index.602d5de6.js:1
iA @ index.602d5de6.js:1
iO @ index.602d5de6.js:1
am @ index.602d5de6.js:1
(anonymous) @ index.602d5de6.js:39
Promise.then
(anonymous) @ index.602d5de6.js:39
aQ @ index.602d5de6.js:1
i$ @ index.602d5de6.js:1
v @ index.602d5de6.js:1
oe @ index.602d5de6.js:1
iK @ index.602d5de6.js:1
_ @ index.602d5de6.js:1
eo @ index.602d5de6.js:1
V.port1.onmessage @ index.602d5de6.js:1
postMessage
_ @ index.602d5de6.js:1
y @ index.602d5de6.js:1
ot @ index.602d5de6.js:1
iA @ index.602d5de6.js:1
iO @ index.602d5de6.js:1
enqueueSetState @ index.602d5de6.js:1
J.setState @ index.602d5de6.js:1
setUserLanguage @ index.602d5de6.js:87
await in setUserLanguage
componentDidMount @ index.602d5de6.js:87
(anonymous) @ index.602d5de6.js:1
iH @ index.602d5de6.js:1
v @ index.602d5de6.js:1
oe @ index.602d5de6.js:1
iG @ index.602d5de6.js:1
iD @ index.602d5de6.js:1
iO @ index.602d5de6.js:1
sn @ index.602d5de6.js:1
(anonymous) @ index.602d5de6.js:1
iM @ index.602d5de6.js:1
sl @ index.602d5de6.js:1
t.render @ index.602d5de6.js:1
(anonymous) @ index.602d5de6.js:87

Artem Nek_Votazz · Answer

@Zaki Alam

Nice — that actually confirms the root cause. The duplicate users are the
user-sync issue that was behind the login loop, so you've found the real thing.

On the duplicates: those almost always come from your identity setup — mismatched
SSO/SCIM attribute mappings (e.g. one side keying on email, the other on UPN), or
users self-signing up under a verified domain so a second account gets created
instead of matching the existing one. Worth checking admin.atlassian.com ->
Directory and your provisioning config so they don't get re-created; you can park
a conflicting duplicate by changing its email to a placeholder on the Managed
accounts page.

On the missing tasks/data: if the backend is still reconciling, give it a bit and
it should fill back in. If specific data is genuinely gone once it settles, that's
the part to escalate as a possible restore.

On reaching support — honest answer: if the site is on the Free plan, direct
Atlassian tickets aren't available, which is exactly why the form bounces you to
community (Free = community support only). There's no general support email. Two
real paths:
• Account / user / billing / site-level issues like this are handled from
admin.atlassian.com — where you already made progress, so keep going there.
• On Standard/Premium, an admin or billing/technical contact can raise a ticket
at support.atlassian.com; if it can't see the site, raise it signed in as the
org admin.

Good to hear you're back in — sounds like it's mostly the backend finishing up now.

Zaki Alam · Answer

@Artem Nek_Votazz admin.atlassian.com helped identify couple of issues. The system added additional (duplicate) users which we did not need. I think there still is a backend data issue. I can at least login! Not all data seem to be showing yet. Maybe they are restoring some data ;)

Zaki Alam · Answer

@Artem Nek_Votazz Is there a way to get support on this? When I try to open a ticket it does not find the site and only redirects me to community support.

Is there an email I can send my query to?

FYI, I can login to the site using admin account. But it is not showing any tasks. Spaces are under "More spaces" (not sure that matters).

Cheers,

Zaki