nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Cant login with SSO , support email ?

Nikolaos Fragkakis

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.

Accepted answers

All comments

Hector Menchaca

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!

Nikolaos Fragkakis

Hi Hector,

Thank you ,
https://id.atlassian.com/error?error=access_denied&error_description=Invalid%20thumbprint&state=eyJjc3JmVG9rZW4iOiJhMjYyOWQxNS1jODlkLTQ3ZDYtYmY3Zi0zYTIwZmFmZjAwODAiLCJhbm9ueW1vdXNJZCI6IjAxZDMzMDc3LTY2MjgtZGUzYi00MzZjLThkYjBjM2ZmYmVjZCIsImNvbnRpbnVlVXJsIjoiaHR0cHM6Ly9pZC5hdGxhc3NpYW4uY29tL2pvaW4vdXNlci1hY2Nlc3M_cmVzb3VyY2U9YXJpJTNBY2xvdWQlM0FqaXJhJTNBJTNBc2l0ZSUyRmJjNWM4OWZiLWM2YTYtNDcxYi05OTUxLTIwOWI4MWRjNzRjMiZjb250aW51ZT1odHRwcyUzQSUyRiUyRmFnc3Byb2plY3RzLmF0bGFzc2lhbi5uZXQlMkZqaXJhIiwicXVlcnkiOiI_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

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?

Nikolaos Fragkakis

https://id.atlassian.com/error?error=access_denied&error_description=Invalid%20thumbprint&state=eyJjc3JmVG9rZW4iOiJhMjYyOWQxNS1jODlkLTQ3ZDYtYmY3Zi0zYTIwZmFmZjAwODAiLCJhbm9ueW1vdXNJZCI6IjAxZDMzMDc3LTY2MjgtZGUzYi00MzZjLThkYjBjM2ZmYmVjZCIsImNvbnRpbnVlVXJsIjoiaHR0cHM6Ly9pZC5hdGxhc3NpYW4uY29tL2pvaW4vdXNlci1hY2Nlc3M_cmVzb3VyY2U9YXJpJTNBY2xvdWQlM0FqaXJhJTNBJTNBc2l0ZSUyRmJjNWM4OWZiLWM2YTYtNDcxYi05OTUxLTIwOWI4MWRjNzRjMiZjb250aW51ZT1odHRwcyUzQSUyRiUyRmFnc3Byb2plY3RzLmF0bGFzc2lhbi5uZXQlMkZqaXJhIiwicXVlcnkiOiI_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

Please check the above as well

Nikolaos Fragkakis

Hi Hector & Team,

Can we have a response please ?
Users are not able to log in for many hours now.

Hector Menchaca

Hello @Nikolaos Fragkakis ,

That error tells us that the certificate is expired, to renew it please follow the next steps:

1. Go to admin.atlassian.com and select your organization.
2. Go to Identity Providers and open your SAML configuration
3. Go to your IdP Dashboard and download a new x64 certificate.
4. Go to your SAML Configuration and update the x509 certificate field with the new certificate.

Best Regards,

Thanks!

Nikolaos Fragkakis

Hi Hector,

We can't login as we get the below:

Screenshot 2024-03-20 112706.png

Someone from your side to look into this? as from AAD it shows as below:

Screenshot 2024-03-20 1130082.png

Can you please treat this as urgent as it is been more than 30 hours that users are not able to log in?

Hector Menchaca

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!

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

atlassian-guard