Users Having Difficulty Outside of Office

Hello -

We are using JIRA from the Cloud.  We do not have it installed on our network. 

Users can login from outside the office - but if they try to post an attachment or comment, it won't work/post. 

What's really weird is that not only are we having problems posting comments and attachments outside of the office here in the US,  even our offshore developer has the same issue outside of their office in India.  They are a vendor and not even part of our company.   

When we are all in the office, JIRA works just fine. 

Confused - we aren't using JIRA on a network. 

Bear with - not very technical.  Does anyone know why this may be happening??

2 answers

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Paulo Hennig Atlassian Team Aug 10, 2015

Hello, 

In additional with the community support, I'd advice you to contact our https://support.atlassian.com and create an issue on the OnDemand project with the HAR files from a user who is facing the problem

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Hi, Lori.

It's not uncommon that network problems cause issues like this and given your description, this seems to be the case. There are a few things I advise you to test:

  1. Check if the Atlassian Cloud IP addresses and specially the Amazon CDN IP addresses are correctly accessible. You may need to ask a network administrator to do that. 
  2. If you always use the same browser, test in different ones. This is can be the case if all computers are configured the same way, so they all may face a problem.
  3. Check if all users are affected. If not, what do the affected users have that the others don't?
  4. Are all attachments causing this problem? Is not, what is the difference?

If you still can figure out, please open a support request, as Paulo mentioned. The following information may be useful to us:

  1. A HAR file
  2. A 'traceroute' command result to the instance
  3. An example of issue and attachment with this problem

Kind regards,
Jaime Kirch da Silveira
Atlassian Cloud Support

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