Cannot login due to CAPTCHA image not showing

Question

Hello,

We have an issue with our instance of JIRA running on Windows Server 2012 R2 Standard edition. The issue is that we cannot login to JIRA due to the CAPTCHA image not showing, please see attached image:

We have tried several of the workarounds/solutions I found looking through the JIRA community questions but I've had no luck. We tried clearing the browser cookies, restarting JIRA, installing additional fonts, nothing has resolved the issue.

Can you please advise?

Kind regards,

Evangelos Tilegrafos

Mike Ellertson · Answer

In my case the solution was to do `chown -R jira:jira /opt/atlassian/jira/temp` and note I am running Jira inside a Docker container.  This issue is caused, in my case at least, because the Jira server process cannot write an image file for the re-captcha to the temporary directory.

I disovered this solution by first opening the URL to the re-captcha image in a new browser tab.  And the following error was displayed.

Caused by: java.nio.file.AccessDeniedException: /opt/atlassian/jira/temp/imageio5655318831129493551.tmp
 at sun.nio.fs.UnixException.translateToIOException(UnixException.java:84) [?:1.8.0_292]
 at sun.nio.fs.UnixException.rethrowAsIOException(UnixException.java:102) [?:1.8.0_292]
 at sun.nio.fs.UnixException.rethrowAsIOException(UnixException.java:107) [?:1.8.0_292]
 at sun.nio.fs.UnixFileSystemProvider.newByteChannel(UnixFileSystemProvider.java:214) [?:1.8.0_292]
 at java.nio.file.Files.newByteChannel(Files.java:361) [?:1.8.0_292]
 at java.nio.file.Files.createFile(Files.java:632) [?:1.8.0_292]
 at java.nio.file.TempFileHelper.create(TempFileHelper.java:138) [?:1.8.0_292]
 at java.nio.file.TempFileHelper.createTempFile(TempFileHelper.java:161) [?:1.8.0_292]
 at java.nio.file.Files.createTempFile(Files.java:897) [?:1.8.0_292]
 at javax.imageio.stream.FileCacheImageOutputStream.<init>(FileCacheImageOutputStream.java:88) [?:1.8.0_292]
 at com.sun.imageio.spi.OutputStreamImageOutputStreamSpi.createOutputStreamInstance(OutputStreamImageOutputStreamSpi.java:68) [?:1.8.0_292]
 at javax.imageio.ImageIO.createImageOutputStream(ImageIO.java:419) [?:1.8.0_292]

Evangelos Tilegrafos · Answer

Hi Tiago,

Can I please have an update on this? It's been several days we are unable to access Jira now and this is impacting our business negatively. Please let me know what other course of action we can take to resolve this.

Kind regards,

Evangelos Tilegrafos

Evangelos Tilegrafos · Answer

Hi Tiago,

We have checked and confirmed that all Google addresses are allowed and correct within the Proxy server. We also tried the solutions suggested in this article but none of these solved the issue: https://www.isunshare.com/internet/repair-captcha-graphic-image-not-showing-up-in-your-browser.html

Would you be able to take a further look if I sent you the JIRA log files?

Kind regards,

Evangelos Tilegrafos