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Error - You're disconnected from the internet

Hello,

we have a strange situation where several users from our customers getting an error while they want to browse in Service Desk or trying raise a ticket.

They get this screen below in Jira / Service Desk, but their internet connection is functioning. Sometimes it appears and sometimes it disappear. Sometimes it goes away with user different web browsers and sometimes it doesn't. Sometimes it goes away when you reset everything in the web browser and sometimes it doesn't. (Firefox and Chrome).

Any ideas what may cuase this?

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1 answer

0 votes
Jack Community Leader Oct 10, 2019

it is either an intermittent issue w/ their internet connection or there is an intermittent issue w/ your cloud instance. If it is only happening with a few customers then I would expect the former. In any event it will have to be debugged during an event. if reproducible I would have other customers/user test concurrently.

Hi Jack,

as it looks like only a few users from a specific company have this issue. Is it possible that their policy or network disallow the services from Atlassian Cloud? As it looks like they can connect to our Jira Cloud, but they see this "You're disconnected from the internet" within the Jira or Service Desk site.

I also get this quite often. Usually in Firefox. An it is *not* internet connectivity problems

I had a file transfer in the background worked without problems, and no other site had problems, but Jira kept reporting "Your're disconnected from the internet". Switching to chrome solved it.

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