Logging into JIRA is Slow and Requires Multiple Attempts
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Symptoms
The login process is slow and it might need multiple attempts to successfully access JIRA.
Diagnosis
There is a load balancer in front of the Active Directory
The following error can be found on atlassian-jira.log:
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XXXX-XX-XX XX:XX:XX QuartzWorker-1 INFO ServiceRunner [atlassian.crowd.directory.DbCachingRemoteDirectory] delta synchronisation for directory [ 10000 ] starting
XXXX-XX-XX XX:XX:XX QuartzWorker-1 INFO ServiceRunner [atlassian.crowd.directory.DbCachingRemoteDirectory] synchronisation complete in [ 70000ms ]
XXXX-XX-XX XX:XX:XX QuartzWorker-1 ERROR ServiceRunner [atlassian.crowd.directory.DbCachingDirectoryPoller] Error occurred while refreshing the cache for directory [ 10000 ].
com.atlassian.crowd.exception.OperationFailedException: org.springframework.ldap.PartialResultException: nested exception is javax.naming.PartialResultException [Root exception is javax.naming.CommunicationException: somedomain:389 [Root exception is java.net.ConnectException: Connection timed out: connect]]Cause
With a load balancer directing requests to multiple Active Directory servers, there are several reasons why a JIRA request will fail:
Request is directed to a server that is not accessible to JIRA.
Request is directed to a server that is geographically distant from the JIRA server, resulting in longer response times.
Solution
Workaround
Ensure that all servers Active Directory servers integrated is accessible to JIRA
Connect JIRA directly to one of the servers and bypass the load balancer.
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