Cannot login due to CAPTCHA image not showing

[Evangelos Tilegrafos]

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]

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]

[Tiago Machado]

Hi @Evangelos Tilegrafos 

I think the issue might be related to the internet access of the Windows Server 2012 R2. Maybe some firewall rule ?

It looks very similar to the problem users on China have to login on Atlassian Cloud tools.

Please let us know if you were able to solve the problem.

Regards,

[Evangelos Tilegrafos]

Hi Tiago,

Many thanks for your prompt response! Can you please give me a hint on which firewall rules we should be looking for, ie. any particular ports we should be allowing for Jira?  

Kind regards,

Evangelos Tilegrafos

[Tiago Machado]

Hi @Evangelos Tilegrafos 

From this post, you could use the command dig (Linux) or bind (Windows) to find out those.

From another post, the addresses were:

ip4:216.239.32.0/19
ip4:64.233.160.0/19
ip4:66.249.80.0/20
ip4:72.14.192.0/18
ip4:209.85.128.0/17
ip4:66.102.0.0/20
ip4:74.125.0.0/16
ip4:64.18.0.0/20
ip4:207.126.144.0/20
ip4:173.194.0.0/16

But, as the post stated, we should check them before any change, as they could have changed since they were published.

[Evangelos Tilegrafos]

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

[Evangelos Tilegrafos]

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