Fx captcha validation errors in Jira Service Management Customer Portal

Summary

Captcha validation fails, preventing submission of a request on the Jira Service Management Portal. Atlassian uses Google reCAPTCHA Enterprise to validate these requests.

A failure does not identify one specific cause; it can result from suspicious behavior, human error, unusual traffic patterns, a flagged IP address, or other network-security checks.

Diagnosis

When a customer tries to submit a request on the Jira Service Management Portal without logging in, if the request coming from the customer's browser is not considered to be fully secure, they will receive a captcha validation to prove that the request is not submitted by a bot

After verifying the captcha, the customer receives an error:

"We couldn't verify that you are not a bot. Switch to a different device or browser, check your internet connection, or disable any VPNs, and try again."

If you see this error, try a different browser first. If the problem continues, check whether automated requests from your network, VPN, IPv6 tunnel service, or internet provider could be affecting the validation. If relevant, contact the network administrator, VPN provider, or internet provider, and learn how to detect and remove malware.

Cause

Captcha validation involves many aspects of network security checks. Based on these checks, captcha validation allocates a trust score with each request submission. There could be various reasons for captcha validation failure. A few common scenarios are:

1. Suspicious behavior: If reCAPTCHA suspects someone is trying to trick it, like using automated software to solve it instead of a real person, it might fail the test.

2. Human error: Sometimes people simply make mistakes when filling out the reCAPTCHA. Maybe they can't read the distorted text or they click the wrong boxes.

3. Traffic patterns: ReCAPTCHA also analyzes your browsing behavior to determine whether you're a real person or a bot. Using a VPN might change your traffic patterns in a way that looks unusual to reCAPTCHA, leading it to flag your activity as suspicious.

4. Flagged IPs: Websites may flag VPN servers if they're associated with spam or other malicious activities. Using a VPN server that's been flagged by reCAPTCHA or the website you're trying to access could lead to reCAPTCHA failures.

Solution

ReCAPTCHA validation failure troubleshooting

Here's what you can do if you continue to get the captcha validation failure.

• Alternative browser: If captcha failures persist, try accessing the website using a different web browser. Issues with reCAPTCHA may be browser-specific.

• Shared network: Contact your network administrator or IT professional if others using the same school or business network may be sending automated requests.

• VPN or IPv6 tunnel service: Uninstall the VPN from your computer or network, or contact your VPN provider. The same error can occur if others using the same VPN are sending automated requests, or if an IPv6 tunnel service is involved.

• Internet provider: Contact your internet provider if others using the same provider may be sending automated requests.

• Malware: Learn how to detect and remove malware if you or another user on the network might have malicious software installed without your knowledge.