Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

SSO using SAML is failing for a particular user in JIRA Cloud version

We have SAML enabled with our JIRA Cloud version.   We use SecureAuth as our IDP.  All users are working except for this one user.   We have checked this uses credentials and details in Active Directory and everything looks good.


How do we troubleshoot this with a tool?


In the server version of JIRA, we do not have access to logs.  We enabled SAML tracer and what we are passing back to Atlassian looks good.

1 answer

Here's more information from SAML Tracer.


Below are the attributes we are sending to Jira after authentication . Can you please check with Jira support to check the issue on their side. Jira may be using the old email address and trying to update new email address(

<saml:NameID Format="urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress"></saml:NameID>
<saml:SubjectConfirmation Method="urn:oasis:names:tc:SAML:2.0:cm:bearer"><saml:SubjectConfirmationData NotOnOrAfter="2018-07-17T19:12:40.623Z"
<saml:Conditions NotBefore="2018-07-17T18:07:40.623Z" NotOnOrAfter="2018-07-17T19:12:40.623Z">
<saml:AuthnStatement AuthnInstant="2018-07-17T18:12:40.623Z" SessionIndex="A510efe3f">
<saml:Attribute Name=""
<saml:Attribute Name=""
<saml:Attribute Name=""
<saml:Attribute Name="Email" NameFormat="urn:oasis:names:tc:SAML:2.0:attrname-format:basic">


Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Atlassian Access

Resources + Q&A from "What's new in Atlassian Access" webinar

Hi Community! Thank you to all those who joined our What’s new in Atlassian Access webinar last week! We received so many great questions about existing functionality and newly released features of...

975 views 1 8
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you