Password reset not working

Question

Hi,

One of our users is having trouble logging in to Jira.  She has not had any issues until today.  Whether she uses the "Can't access your account?" link or whether I reset it for her, she can't log in.  I have also checked that she has access to the Jira application (as well as Confluence) per the response to a similar question.  Any other suggestions?

Thanks.

Corban Borrie · Answer

I read answers based on this discussion. For me, clearing cookies and cache did not work. Actually, the issue for me was the correct password could be used in IE11 and Firefox to get into my usual access. However in Chrome, an error popped in my browser suggesting there was an issue validating my credentials. Even if I changed my password fresh, the browser seemed to have issues authenticating.

My solution was to remove Chrome entirely from the PC and try again once reinstalled fresh from Chrome's download page. It doesn't help that my work PC has the browser settings moderated by our Infrustructure team. Regardless, reinstalling Chrome did allow me to log back in again.

Adam Saint-Prix · Answer

Hi Vivek,

To be honest, I'm not clear on the underpinnings of Atlassian On Demand. If you Global Permissions aren't configurable, then that's likely not the issue. I'd open a support ticket and see if you can get some help directly, if you haven't gotten this working already.

Vivek Hungund · Answer

We're using OnDemand, so I believe I cannot access the global permissions (http://confluence.atlassian.com/display/AOD/Restricted+Functions+in+Atlassian+OnDemand).  But in the User Management ->Application Access page, I see that she does have Jira (and Confluence) access.  We also are not over our limit for the number of users.