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unable to login to jira irrespective of correct user admin credentials present in database

unable to login to jira ( neither as an admin nor as an user) irrespective of correct user admin credentials present in the database.All configurations are to the point.SSO enabled but crowd users are also not being able to login.nothing is showing in error logs as well regarding incorrect password or id 

1 answer

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Andy Heinzer Atlassian Team Apr 26, 2019

Hi Saurabh,

When you integrate Jira with an SSO like Crowd, Jira no longer handles the authentication of users.  Instead Crowd handles that.  You can also find note of this in the guide: Retrieving the JIRA Administrator

Using Single Sign-On (SSO):

  • If JIRA is configured for SSO through Crowd or another third-party service, only users from Crowd or the other service will be able to log in to JIRA.
  • In order to log in as a user from the JIRA Internal Directory, roll back the changes made within Integrating Crowd with Atlassian JIRA or as made by the third-party authenticator.

As you can see from that note, undoing the steps to integrate with Crowd is one way you could try to recover this Jira instance.   If done completely, you can then follow the rest of the Retrieving the JIRA Administrator guide in order to make sure that you can login as a Jira Administrator located in the Jira internal user directory.

Alternative to that approach, would be to take a closer look at the logs for Jira in $JIRAHOME/log/atlassian-jira.log.  If Jira is unable to reach the Crowd server for some reason it can leave Jira in a state where users cannot login because their authentication requests cannot be completed.   If Crowd is down or recently changed IP address/host names perhaps the link that connects Jira and Crowd is broken.   In which case, the most straightforward way to resolve this would be to follow the steps above to try undo the SSO integration from Jira so that you can recover the site.   Once you can login as a local admin, you could then recreate this integration with the new settings if need be.

Please let me know if you run in to any problems with this.

Andy

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