Cant login with SSO , support email ?

[Nikolaos Fragkakis]

Hi,

Can anybody suggest a support email to reach Atlassian cloud in order to help with the SAML request/response  as from the AAD seems fine but we are getting the Hmm we're having trouble login you in error.

[Nikolaos Fragkakis]

Hi Hector & Team,

Can we have a response please ?
Users are not able to log in for many hours now.

[Nikolaos Fragkakis]

Hi Hector,

Thank you , 
https://id.atlassian.com/error?error=access_denied&error_description=Invalid%20thumbprint&state=eyJjc3JmVG9rZW4iOiJhMjYyOWQxNS1jODlkLTQ3ZDYtYmY3Zi0zYTIwZmFmZjAwODAiLCJhbm9ueW1vdXNJZCI6IjAxZDMzMDc3LTY2MjgtZGUzYi00MzZjLThkYjBjM2ZmYmVjZCIsImNvbnRpbnVlVXJsIjoiaHR0cHM6Ly9pZC5hdGxhc3NpYW4uY29tL2pvaW4vdXNlci1hY2Nlc3M_cmVzb3VyY2U9YXJpJTNBY2xvdWQlM0FqaXJhJTNBJTNBc2l0ZSUyRmJjNWM4OWZiLWM2YTYtNDcxYi05OTUxLTIwOWI4MWRjNzRjMiZjb250aW51ZT1odHRwcyUzQSUyRiUyRmFnc3Byb2plY3RzLmF0bGFzc2lhbi5uZXQlMkZqaXJhIiwicXVlcnki...

I've also emailed the xml files to jira-align-support-temp@atlassian.com and jira-align-support-temp@atlassian.com

Are these valid for the case?

[Hector Menchaca]

Hello @Nikolaos Fragkakis ,

That error tells us that the certificate is expired, to renew it please follow the next steps:

• 1. Go to admin.atlassian.com and select your organization.
• 2. Go to Identity Providers and open your SAML configuration
• 3. Go to your IdP Dashboard and download a new x64 certificate.
• 4. Go to your SAML Configuration and update the x509 certificate field with the new certificate.

Best Regards,

Thanks!

[Nikolaos Fragkakis]

Hi Hector,

We can't login as we get the below:



Someone from your side to look into this? as from AAD it shows as below:

Can you please treat this as urgent as it is been more than 30 hours that users are not able to log in?

[Hector Menchaca]

Hello @Nikolaos Fragkakis ,

As I mentioned before - the issue is with the certificate - you need to update the certificate with the instructions i mentioned on my last reply.

Is there someone who can login or everyone is locked out of your org?

I asked this cause the issue is with the ceritficate and that the certificate is expired so you just need to update it.

Best Regards,

Thanks!

[Nikolaos Fragkakis]

Hi Hector,

We don't have another admin account that doesn't use the SSO, perhaps you could create one for us and get access?

The certificate is not expired as yet as well.

[Hector Menchaca]

@Nikolaos Fragkakis ,

The error on the URL indicate that the certificate is expired on the Atlassian side so you just need to replace it on Atlassian, sadly I cannot do that right now on my side or on the community forums.

You need to create a ticket in order to get help for this issue via: 

• https://support.atlassian.com/contact/

And wait for someone from my team to help you.

Thanks!

[Nikolaos Fragkakis]

Won't let me create a ticket and we dont have an admin account active at the moment .

How can we proceed from here?

[Hector Menchaca]

Hello @Nikolaos Fragkakis ,

Welcome to Atlassian Community!

Can you paste here the browser URL when you are getting this error? that can help us to identify the root cause.

Best Regards,

Thanks!

[Nikolaos Fragkakis]

https://id.atlassian.com/error?error=access_denied&error_description=Invalid%20thumbprint&state=eyJjc3JmVG9rZW4iOiJhMjYyOWQxNS1jODlkLTQ3ZDYtYmY3Zi0zYTIwZmFmZjAwODAiLCJhbm9ueW1vdXNJZCI6IjAxZDMzMDc3LTY2MjgtZGUzYi00MzZjLThkYjBjM2ZmYmVjZCIsImNvbnRpbnVlVXJsIjoiaHR0cHM6Ly9pZC5hdGxhc3NpYW4uY29tL2pvaW4vdXNlci1hY2Nlc3M_cmVzb3VyY2U9YXJpJTNBY2xvdWQlM0FqaXJhJTNBJTNBc2l0ZSUyRmJjNWM4OWZiLWM2YTYtNDcxYi05OTUxLTIwOWI4MWRjNzRjMiZjb250aW51ZT1odHRwcyUzQSUyRiUyRmFnc3Byb2plY3RzLmF0bGFzc2lhbi5uZXQlMkZqaXJhIiwicXVlcnki...

Please check the above as well