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Active user unable to login

Rosie Newiss
Rosie Newiss June 10, 2024

Single user with an active account and license is unable to login to our jira instance or reset password.

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Kris Dewachter
Kris Dewachter
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June 10, 2024

Hii @Rosie Newiss ,

Do you have some more information concerning the issue ?

  • Is the user getting an error message ?
  • What exactly does he/she see?
  • How is the user created / managed ? Synced from AD by Atlassian Access ?

 

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Rosie Newiss
Rosie Newiss June 10, 2024

Error is incorrect email/password. 

Reset email not received/Reset via website not working

The user was activated via invite from  https://admin.atlassian.com  

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Kris Dewachter
Kris Dewachter
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June 11, 2024

What is the status of the user in https://admin.atlassian.com  ?

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Rosie Newiss
Rosie Newiss June 12, 2024

Hi Kris, the user is showing as active with a licence. There's an option for jira admins to log in as them, my admin logged in to the account and it works fine. Its just the user who can't login.

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Kris Dewachter
Kris Dewachter
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
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June 12, 2024

Hi @Rosie Newiss ,

I would try reaching out to Atlassian Support. Maybe they can check in the logs what's going on with the user. If an admin can impersonate the user, then the setup seems to be fine.

Best regards,

Kris

 

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Rosie Newiss
Rosie Newiss June 12, 2024

thanks, will do that

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