Why can't my team connect to the JIRA Dashboard?

[JB Blackshire]

My team is coming up on our Sprint Demo and Retro this Thursday and noone on the team can access the actual JIRA instance. Is there an actually reason that this might be happening? Also, is there an actual Live Support Contact number for a real person at Atlassian to speak to?

[Shannon S]

Hi JB,

Can you let me know what version of Jira you're running? What actually happens when your users try to access the dashboard? Are there any errors? Anything you found in the logs?

We'll need more information to determine what is happening with your instance.

Regarding phone support, it is available with Priority and Premier support as you can see from our Support Offerings page. I believe you might be on a Starter license instead?

Thank you!

Regards,

Shannon

[JB Blackshire]

The link I have been using (http://sca-tools:8080/secure/Dashboard.jspa) is now saying the following when I try to connect:

  The server at sca-tools is taking too long to respond.

  The site could be temporarily unavailable or too busy. Try again in a few moments.
  If you are unable to load any pages, check your computer’s network connection.
  If your computer or network is protected by a firewall or proxy, make sure that Firefox   is permitted to access the Web.

Is there a Top Level Domain that I should be connecting to? Friday I was able to connect just fine with the above referenced link. Now though, I think it is trying to resolve to the internal company domain.

[Nic Brough -Adaptavist-]

That suggests your network cannot reach the server (unlikely though) or that it can, and Jira is not responding.

This is something your admins will have to look into - they'll need to check the logs to see what Jira is doing.

[JB Blackshire]

@Nic Brough -Adaptavist-I do not think that is the level in which this needs to happen.

Is there an actual legit URL to get to the the Login Page for JIRA. I am not having issues with using the internal .org JIRA. I am using the instance directly hosted at and on Atlassian.

[Shannon S]

Hi JB,

What Nic said is accurate. If you're behind a proxy, you could try to bypass the proxy and see if you still have issues connecting. 

Otherwise your admins do need to check out in the logs to see why it is not able to reach Jira, as Nic suggested.

Regards,

Shannon

[Nic Brough -Adaptavist-]

sca-tools is not an Atlassian Cloud system, it's something internal to your organisation (internet DNS won't resolve it, so it's not directly exposed to the internet)

The "legit" url for that system is http://sca-tools:8080/secure/Dashboard.jspa - the dashboard normally executes login.  There's no harm in trying http://sca-tools:8080/login.jsp as the menu one, but if the dashboard isn't responding, I can't imagine you'll be able to get a different response.

Even if you can get in, you'll still want to ask your admins to fix the dashboard!

[Shannon S]

JB,

Sorry; was writing as you were responding.

Do you mean that you're using Jira Cloud? If so, does the URL http://sca-tools:8080 direct to the Cloud instance? When did this work last?

It's not a configuration I've personally seen in my years of working with Jira Cloud, so if you can help me to understand exactly how it's setup then I would be able to recommend a fix for you.

Regards,

Shannon

[JB Blackshire]

Interestingly enough I am the JIRA Admin, which is pretty funny this is the first time I am having this issue. By saying I am trying to connect to a local instance of JIRA, I disagree.

The local login to my company's JIRA is: https://jira.company.org/login.jsp (with company representing my actual company).

The login that I have been going to, for the last 2 years is as such: http://sca-tools:8080/secure/Dashboard.jspa

Do we see the difference in those addresses? I bought the JIRA Software from Atlassian. It is the link where my project team and the outside sponsor go to coordinate Sprint related activities. It was up and working just fine as of Friday, January 19, 2018 around 5pm. Now it is no longer that way and I did not do anything on the system to do any reconfigure things. Hence, this is where the problem and confusion comes from.

- JB

[Nic Brough -Adaptavist-]

Ok, you're not understanding the problem.

We cannot identify http://sca-tools for you.  You are going to need to tell us where it is and who hosts it because it does not exist outside your networks.

All we can tell you about a non-responsive Atlassian system that is not ours is that you need to talk to the people administrating it.

One thing that might give us a clue is to do "nslookup sca-tools" or "tracert sca-tools" on the command line.  Where does it land?  Is that an internet facing site?