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[Aliaksei Mkrtychan]

Hello dear community,

My project https://relativai.atlassian.net/ (both Jira and Confluence) is listed as offline with the note to contact support within the admin panel. However, due to the free subscription, I am not able to do so.

Is there a known solution for this issue?

[Tim Kopperud]

Hi @Aliaksei Mkrtychan, welcome to the Atlassian Community.

Any unregistered subdomain will display this page as you see by this link https://anysubdomaincanbewritten.atlassian.net/

Try navigate to https://admin.atlassian.com/

This page will show a list of all the sites your Atlassian ID is connected to. Does your site shows up in that list?

TimK.

[Aliaksei Mkrtychan]

@Tim Kopperud  thanks for the quick response. Thanks what I see in admin page.

[Tim Kopperud]

Hi @Aliaksei Mkrtychan, can you share an image of the Products tab?

TimK.

[Aliaksei Mkrtychan]

Hi @Tim Kopperud  sure

[Tim Kopperud]

Thanks @Aliaksei Mkrtychan.

I notice there is a disparity between users count in your first image (10 users) and second image 9 users) for Confluence. These pages normally show the same number of users. 

1:

How long where you able to actually use your site before it was unavailable?

2:

To dig further into this, can you on the topmost product i.e., Confluence (ref your second image):

• Press the Elipsis icon and select Manage users
  
  
  How many users are actually displayed there? 
  
  
• Press Manage product for Confluence (ref your second image)
  Are you able to access the Confluence managment page? If so please share an image of that too. 

TimK.

[Aliaksei Mkrtychan]

@Tim Kopperud 

1. We worked with this Jira Project last Friday, November 24th.
2. I have removed one user between these two screenshots. So maybe it will help you. Correctly we have 9 users.

When I press Manage Product

[Tim Kopperud]

Hi @Aliaksei Mkrtychan, it seems I cannot find any immediate problems with the setup or user/license count based on your images. I also see you have one user accessing your site yesterday 26th. 

But I got an idea, and It might be far fetched though, but based on you having an East Eurpean name (if I read it correctly) I did a search on Softteco.com. Softteco has an office in Belarus. 

Can your site been impacted by Atlassians stanse with Ukraine? Ref 3rd paragraph:

As a result, we will be winding down our Russian and Belarusian business completely from 31st October 2022.

Also found this: 

I mean have some of the site admins logged in from an Belarusian IP? Or is the site registered as Belarusian?

This is just an idea for why the sudden lockout of your products. Do you have any thoughts on this? Is there such a connection or any other changes that was done this weekend in regards to this?

TimK.

[Tim Kopperud]

Hi @Aliaksei Mkrtychan 

I cannot see any immediate problems with the setup. I might suggest you try upgrade to a trial version for one of your products and then contact Atlassian Support about the problem. When upgrading to trial you still have 14 days before CC information are needed, and you don't need to continue the trial, but you can simply downgrade again. 

TimK

[Aliaksei Mkrtychan]

Hi @Tim Kopperud .

I have contacted Billing support and they have just recently recovered access to the project. 

I didn't get what was the reason actually but it works now. Thank you so much for all your efforts. 

[Tim Kopperud]

Hi @Aliaksei Mkrtychan, great it works again. 

TimK

[Waleed Ahmed]

Hey @Tim Kopperud ,

I'm facing a similar issue to @Aliaksei Mkrtychan   with my Jira client service setup on a reverse proxy. Only by using a reverse proxy, I'm encountering issue, else its working on its original domain, Could you lend a help with this? Your assistance would be highly valued!

Warm Regards,
Waleed A.