Site Maintenance outside of Maintenance Window and longer than 2 hours

[Bryan Quandt]

Hello,

How do I regain access to Jira when Site Maintenance has gone on much longer than it is supposed to?

Everyone at my company with access to Jira is seeing the same Site Maintenance screen (see below). We have been seeing this screen for at least the past 3 hours and 20 minutes, and it is far from the 1-3am period that the Maintenance Windows help page (https://support.atlassian.com/organization-administration/docs/keep-track-of-maintenance-windows/=) mentions (it is around 12:30pm CET now). I also strongly believe that our time zone is CET, though I am not 100% sure.

Our Atlassian Administrator is unfortunately currently on vacation, and as a non-Administrator, I am unfortunately not able to contact Atlassian Support here: https://support.atlassian.com/contact/#/

Thank you in advance for the help.

[Marc - Devoteam · Accepted solution]

Hi @Bryan Quandt 

Welcome to the community.

Contact Atlassian Support.

They are the only ones that can help in this case. As you mention that your admin is not available, pff..

I would suggest to set a backup admin when the admin is back to prevent theses issues.

I will mention some Community Leaders that could help to reach Atlassian Support

@Hans Polder , @John Funk @Trudy Claspill Any of you that could help?

[Bryan Quandt]

Thank you for the response, @Marc - Devoteam

@Hans Polder @John Funk @Trudy Claspill if any of you could help, that would be fantastic.

[Trudy Claspill]

Hello @Bryan Quandt 

You said that you Atlassian administrator is on vacation. Do you have only one person who has Atlassian Cloud Organization Administration access or Jira Product Admin access? If so, you might want to raise that as an issue in your Organization. There should be multiple people in your organization with the ability to contact Atlassian support.

Regardless, I have flagged this post to raise it to the attention of the Atlassian team members involved in the Community. You should see some response from them through this post.

[Bryan Quandt]

Our Atlassian Administrator is back from vacation and has contacted Atlassian. You can see the request here: https://support.atlassian.com/requests/GROWTH-94777/

I have asked the Administrator to give other people in the organization including me Administrator status as well.

For any Atlassian Support person who responds, could you please let us know the following:

1. When can we expect this issue to be resolved?
2. What if anything do we need to do in order to resolve it?

[Trudy Claspill]

If you now have a support case open, Atlassian will communicate with you through that case rather than through the Community.

[Bryan Quandt]

Thanks. This issue is now resolved. The Atlassian Administrator got some help from Atlassian Support.

[Andy Heinzer · Accepted solution]

Hi @Bryan Quandt 

Sorry for the inconvenience here.  I took a closer look at your site and it appears that the trial license that your Jira site is using seems to have expired during the nightly maintenance window.  When this happened it should have provided a different error to indicate it was a licensing problem.   I have a bug ticket for this behavior over in https://jira.atlassian.com/browse/CLOUD-12117

It looks like your Jira subscription was reactivated today, which should restore the functionality of Jira now.

Again sorry for the inconvenience here.

Andy

[Bryan Quandt]

Thank you! And yes, our Jira access has been restored.