In site admin- unable to use log in as a user

One of my team members can't log in and I was attempting to use the log in as user button in site admin/user management. the button worked once.  The second time it threw up an error message " an error occurred while trying to log in as X" and then the page appears to be allowing me to log with this pop up " you are now logged in as X" in but never alow the log in.  (the progress circle just cycles) Then the page is frozen and the only way to get away from that page is to use the browser back button.  

 

How can I help this person with re-setting the password?

5 answers

If you are using JIRA Cloud, I would recommend you to reach directly to our Support team, so they can help on adjust this user account.

You can create a ticket for the Support Team in the link below:

https://support.atlassian.com/servicedesk/customer/jst

Cheers!
Teilor

Hi @Paula Dycaico

 

It sounds like what you have found might be a known bug with impersonation and IE that you can follow at https://jira.atlassian.com/browse/ID-280. Sorry about that!

In the mean time, using a different browser should let you impersonate that user again. Alternatively, you can change a users password directly without impersonating them. The 'change password' button should be next to the impersonate button. 

 

Thanks!

Jeremy

I did use another browser, and it allowed me to log in as the user and select the option to change the password within the users screen, however the system does not recognize her old password, so I can't fix this for her.  The original problem I was trying to solve was that her password stopped working.  

The change password button only allows me to change my password, even though I m in the screen for the other user. It defaults to my email address.

That sounds very unusual and not the behaviour I would expect! Please raise a ticket with support and they will be able to help the user directly.

How can I create a ticket?

You can access https://support.atlassian.com/servicedesk/customer/jst, log in with your MyAtlassian account (the same you use here on Answers) and fill the fields to create a new ticket.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,760 views 11 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot