User can access one instance of JIRA but not another. I'm lost as to why.

Jim Sparks

Hello

We have a cloud instance of JIRA setup. We have allowed users access. There are 2 users, who work on laptops based out of a USAF base. They cannot access our instance of JIRA even though we have given them access. There is another contractor they work with that has a server based instance of JIRA that these users CAN access. Same govt laptops and same permission level. Is there a difference between the server and cloud based JIRA that would affect how the users can use the software? Is there anything I can point to, resource or reference material, if I were to talk to the base IT help desk? I am stumped here. Any suggestions?? I would really appreciate the help as I am new to this and trying to take the bull by the horns so to speak for our company.

Thank you

Jim

Nic Brough -Adaptavist-

What does "cannot access" mean?  They can't reach it with a browser?  They can, but can't log in?  What is the error message?

The guidance is simple - first establish why they can't get in.  If the errors are network errors, you need to talk to the network guys.  If Jira is the problem, then the admins of that need to take a look.