Hi,
Can anybody suggest a support email to reach Atlassian cloud in order to help with the SAML request/response as from the AAD seems fine but we are getting the Hmm we're having trouble login you in error.
Hi Hector & Team,
Can we have a response please ?
Users are not able to log in for many hours now.
Hi Hector,
Thank you ,
https://id.atlassian.com/error?error=access_denied&error_description=Invalid%20thumbprint&state=eyJjc3JmVG9rZW4iOiJhMjYyOWQxNS1jODlkLTQ3ZDYtYmY3Zi0zYTIwZmFmZjAwODAiLCJhbm9ueW1vdXNJZCI6IjAxZDMzMDc3LTY2MjgtZGUzYi00MzZjLThkYjBjM2ZmYmVjZCIsImNvbnRpbnVlVXJsIjoiaHR0cHM6Ly9pZC5hdGxhc3NpYW4uY29tL2pvaW4vdXNlci1hY2Nlc3M_cmVzb3VyY2U9YXJpJTNBY2xvdWQlM0FqaXJhJTNBJTNBc2l0ZSUyRmJjNWM4OWZiLWM2YTYtNDcxYi05OTUxLTIwOWI4MWRjNzRjMiZjb250aW51ZT1odHRwcyUzQSUyRiUyRmFnc3Byb2plY3RzLmF0bGFzc2lhbi5uZXQlMkZqaXJhIiwicXVlcnki...
I've also emailed the xml files to jira-align-support-temp@atlassian.com and jira-align-support-temp@atlassian.com
Are these valid for the case?
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Hello @Nikolaos Fragkakis ,
That error tells us that the certificate is expired, to renew it please follow the next steps:
Best Regards,
Thanks!
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Hi Hector,
We can't login as we get the below:
Someone from your side to look into this? as from AAD it shows as below:
Can you please treat this as urgent as it is been more than 30 hours that users are not able to log in?
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Hello @Nikolaos Fragkakis ,
As I mentioned before - the issue is with the certificate - you need to update the certificate with the instructions i mentioned on my last reply.
Is there someone who can login or everyone is locked out of your org?
I asked this cause the issue is with the ceritficate and that the certificate is expired so you just need to update it.
Best Regards,
Thanks!
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Hi Hector,
We don't have another admin account that doesn't use the SSO, perhaps you could create one for us and get access?
The certificate is not expired as yet as well.
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The error on the URL indicate that the certificate is expired on the Atlassian side so you just need to replace it on Atlassian, sadly I cannot do that right now on my side or on the community forums.
You need to create a ticket in order to get help for this issue via:
And wait for someone from my team to help you.
Thanks!
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Won't let me create a ticket and we dont have an admin account active at the moment .
How can we proceed from here?
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Hello @Nikolaos Fragkakis ,
Welcome to Atlassian Community!
Can you paste here the browser URL when you are getting this error? that can help us to identify the root cause.
Best Regards,
Thanks!
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