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Jira Server - Admin or any other user cannot login

Alec Brindell
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October 18, 2017

Hi,
Occasionally, no one at all can log into my Jira Server instance.  This includes regular users and the administrator user.  If I restart the service the issue clears up. 

This is a default install running on Ubuntu without any customization at all.  We have about 5 users with 2 empty projects and a few demo projects loaded. I noticed the JVM memory (under System Info) seems to be maxed out quite a bit.  

Could someone recommend perhaps specific logs, etc which (and their location) which might aid me in finding out what this is or how it is happening?  

Thanks,

Alec

1 comment

Nic Brough -Adaptavist-
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 18, 2017

Look at the application log in <jira home>/logs - usually atlassian-jira.log is the starting point.  It should contain "user X cannot log in" messages when you're failing to log in, and reasons why.

Alec Brindell
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
October 19, 2017

Thanks Nic.  

I couldn't find atlassian-jira.log file(s) anywhere.  Even did a find . -name "*atlassian-jira.log*".  I did look into the file(s) "access_log.2017-10-13" (and other dates) and grep'd for cannot login, cannot, login, admin, error but none of these resulted in any error messages.  

I did look at several of the atlassian-jira-gc-2017-09-25_18-05-08.log.0.current files and found this same line over and over. 

2017-09-25T18:18:33.047+0000: 804.051: [GC (Allocation Failure) 2017-09-25T18:18:33.047+0000: 804.051: [DefNew: 105024K->2871K(118080K), 0.0096926 secs] 155764K->53611K(380224K), 0.0097470 secs] [Times: user=0.01 sys=0.00, real=0.01 secs]

I could be totally wrong here but I initially thought the JVM Garbage Collection was a problem.  Would this line support that?  This line is in ALL the atlassian-jira-gc files. 

Any other help would be appreciated.  The good thing is that, for now, this login error has not repeated.  

Thanks,

Alec

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 19, 2017

Ignore the gc and access logs, and look at the other files in that directory.  There is an application log, unless you've disabled or relocated it.

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