Network issue accessing Confluence / Jira from home network

[Pietro Nanni]

I'm no more able to reach Conflunce / Jira pages from my laptop while connecting from my home network. 

The returned error is ERR_CONNECTION_TIMED_OUT  - This site can't be reached.

If I switch on my phone connection it works fine.

Please help in solving the issue .

[Pietro Nanni · Accepted solution]

It seems there is an issue from a specific European ISP: 

Connection timeouts when accessing Atlassian Cloud services from a specific European ISP.

Incident Report for Atlassian

[Stefano Locati]

Hello there,

I have some members of my team that since yesterday can't access to our Confluence space.

They all have the same issue "the page is taking too much to load".They all work from home (different locations in Italy)

Already asked to clear cache and cookies or trying from different browser but it's not solving it. Odd thing is that for some members there is no issue (me personally I don't have problems). 

[Nikola Perisic]

Hello @Stefano Locati  this is the same issue that @Pietro Nanni is having. As you are the second user that is being affected with this issue.

This was the incident that Atlassian had on August 22nd. Since all of the troubleshooting was done from the side of the community, you should raise a ticket for Atlassian: https://support.atlassian.com/contact/

[Nikola Perisic]

Hello @Pietro Nanni 

From your home network, do any of the other sites work? Is this only affecting Confluence or all of the Atlassian products? Also in your developer console do you get the 500 or 400 error codes?

[Pietro Nanni]

Hello @Nikola Perisic , all the other sites work fine. I'm using Confluence and Jira and both have the same behavior .

I'm receiving the Canceled status code, so I think it could be a 444 .

[Nikola Perisic]

For connecting to your Atlassian instances, do you have an identity provider set up, like Okta for example?

[Pietro Nanni]

No, I'm using atlassian confluence / Jira on cloud, so I'm using the authentication from Atlassian 

[Nikola Perisic]

Do you have any proxy servers set up? Are you using a VPN?

[Pietro Nanni]

No VPN and no proxy servers. If I swith the network from my home network to the telephone network, it works with the same configuration. I guess is something related to my network but I don't know what to check.

[Nikola Perisic]

With your home network,can you ping atlassian.com using CMD/terminal?

[Pietro Nanni]

Yes, I can:

Microsoft Windows [Version 10.0.22631.4037]
(c) Microsoft Corporation. All rights reserved.

C:\Users\pnann>ping atlassian.com

Pinging atlassian.com [3.160.212.13] with 32 bytes of data:
Reply from 3.160.212.13: bytes=32 time=61ms TTL=248
Reply from 3.160.212.13: bytes=32 time=41ms TTL=248
Reply from 3.160.212.13: bytes=32 time=15ms TTL=248
Reply from 3.160.212.13: bytes=32 time=14ms TTL=248

Ping statistics for 3.160.212.13:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 61ms, Average = 32ms

[Nikola Perisic]

Something is for sure related with your home network. There might be a firewall rule set up that is blocking you to access Jira/Confluence 

[Dave Mathijs]

Hi @Pietro Nanni welcome to the Atlassian Community!

Are you able to share the URL of your cloud site? Just to test if it's reachable for other users. This might be a local issue then and not related to the availability of the site itself.

[Pietro Nanni]

Hi @Dave Mathijs , the site is reachable by my colleagues and also by me when connecting through telephone. The issue seams to exists only from my laptop when connecting with my home network, so I think it is releted to something on my connection , maybe the IP ? But I don't know what to check

[Dave Mathijs]

Then you'll need to contact your local IT support. This is not related to Atlassian.

• Have you tried from another browser?
• Have you tried in incognito mode?
• Can you reach start.atlassian.com?
• Have you tried clearing the browser's cache?

IP allowlisting could be the reason, but you indicated that you're on a Standard product plan.

[Pietro Nanni]

Below answers to your questions:

• Have you tried from another browser? --> Yes, same situation
• Have you tried in incognito mode? --> Yes, same situation
• Can you reach start.atlassian.com? --> Yes, I can, but then I'm not able to reach any spaces/projects 
• Have you tried clearing the browser's cache? --> Yes , same situation

I confirm we are on a standard product plan