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We're getting a "Failed to Retrieve User" error

We are getting an error where previous @mentions in comments now show 'failed to retrieve user' as well as the assigned user field also shows this message. 

3 answers

1 vote
Jack Community Leader Oct 21, 2019

yes there is an active Cloud incident that appears to be wide spread -

"Failed to Retrieve User 557058:3604c168-d425-4311-b7c0-2be6dbd468ab"


We are as well. Names will return and then error out again.

0 votes
Andy_Heinzer Atlassian Team Oct 21, 2019

Sorry for the inconvenience.  Atlassian is aware of this problem and we are tracking this specific incident in

Please subscribe to that statuspage incident to receive updates on this specific problem.



Hello Andy, this has been marked as resolved but we are still experiencing the same issue.

Andy_Heinzer Atlassian Team Oct 21, 2019

Hi Nicole,

If you're still seeing this problem, please open a support request by going to

This will make sure that the problem your site is seeing will be recorded with our support team.  They can then investigate your case in more depth here.  Please note that you are seeing this error despite the previous statuspage update.

I have now done this. Thank you for following up.

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