403 error message - Accessing the customer portal

[Marie Guglielminetti]

Good afternoon,

We are having trouble today accessing the customer portal - we get a 403 error message, although the portal can sometimes be accessed using the incognito mode of the browser.

Do you have any idea of what I could try to fix this?

Thank you,

Best regards

[Andy Heinzer · Accepted solution]

Hi @Marie Guglielminetti I have created a support ticket on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-994495

It might help to clarify in that support ticket which users are experiencing this problem, and possibly even to generate a HAR file that you could include within that support case.

[John Funk]

Hi Marie - Welcome to the Atlassian Community!

If it works with incognito mode, then it is probably something in your browser - most likely related to extensions. So you can disable one of the extensions, then go to the portal and see if it works. If not, then disable the next extension and try it again. Then keep doing it until it works or you have no extensions yet. 

[Marie Guglielminetti]

Thank you for your reply! We'll try that, but it doesn't seem to be working all the time even using the incognito mode. Could it be because of something else (not the extensions)?

[John Funk]

Maybe - have you tried other browsers? 

[Marie Guglielminetti]

Yes and the problem persists.

[Marie Guglielminetti]

We've tried on Chrome and Safari and had the issue with both - could the issue come from a setting in Jira?

[John Funk]

Going to see if someone from Atlassian can take a look since you are on the free plan. 

[Marie Guglielminetti]

Thank you!

[Marie Guglielminetti]

Hi, Would you have an update regarding this? We're still struggling with the link and hoping to have it resolved quickly.

Thank you!