Error "The user account 'xxxx' does not exist in the 'xxxx' directory" attempting to login to Jira Align via SSO
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
When a user attempts to log into Jira Align from their SSO provider, they receive the following sequential errors in the browser:
"Sorry, a problem occurred during sign-in."
"The user account 'xxxx' does not exist in the 'xxxx' directory. To Sign into this application, the account must be added to the directory"
Environment
Jira Align
Diagnosis
The user will observe the following error from the browser:
"Sorry, a problem occurred during sign-in."
"The user account 'xxxx' does not exist in the 'xxxx' directory. To Sign into this application, the account must be added to the directory"
Cause
This login issue can occur either if the account does not exist or is not properly synchronized to Microsoft Azure AD.
Solution
Remove the user(s) account on the Azure AD Connect Server from the SYNC and re-add the User to the SYNC again.
This is an administrative task and can be only done by an Administrator who has access to the Azure AD Connect SYNC Server.
Was this helpful?