"Lost your internet connection" error during Jira Service Management login

Summary

With the Refined Sites for JSM (Theme ITSM, HR, Help & Service Desks) marketplace app in Jira Service Management Cloud, you can customize your help center.

As part of this process, you may have configured a redirect to the Refined site upon login. Some customers may encounter the following error message:

"It looks like you've lost your internet connection. Check your network and try again later."

Redirect failure caused by CORS error

When logging in, users are redirected via a configured login URL. A login URL that will redirect might look like this:

• <your_site>.atlassian.net/servicedesk/customer/user/login?absolute=true&destination=xxx 

The login HTML is hardcoded with the destination parameter pointing to the refined site. An example destination URL might look like this:

• https://<your-domain>.atlassian.net/servicedesk/customer/user/login?absolute=true&destination=https%3A%2F%2F<your-refined-custom-domain>%2Fplugins%2Fservlet%2Fac-redirect%2Fcom.refinedwiki.cloud.refinedsites%2Fservicedesk-portal%3Fac.redirectDomain%3D<your-refined-custom-domain>

This redirect fails due to a CORS (Cross-Origin Resource Sharing) error, which can be observed in developer tools.

Solution

Atlassian security protocol update

In June 2025, Atlassian updated its security protocols with v2 authentication to enhance security. This update restricted external resources from accessing Atlassian to prevent attacks.

Unfortunately, the redirect URL's destination query parameter was incorrectly configured, resulting in a security error.

• With v1/authenticate, any issues were silently handled by redirecting users back to the help center home page: https://<your-domain>.atlassian.net/servicedesk/customer/portals

• With v2/authenticate, CORS errors became user-facing, preventing login that resulted in the error mentioned above

To resolve this issue, update the destination query parameter to correctly include the atlassian.net URL. Use the following format:

• https://<your-domain>.atlassian.net/servicedesk/customer/user/login?absolute=true&destination=https%3A%2F%2F<your-domain>.atlassian.net%2Fplugins%2Fservlet%2Fac-redirect%2Fcom.refinedwiki.cloud.refinedsites%2Fservicedesk-portal%3Fac.redirectDomain%3D<your-refined-custom-domain>

Change redirect destination URL

The issue arises because the login URL is directly hardcoded in the HTML for the login button, which is not best practice.

Recommended Approach: Serve the login URL through an endpoint on Refined’s side. Use the following method:

1. Direct users to https://<refined-portal-custom-domain>/login.

2. This endpoint should redirect to https://<refined-portal-custom-domain>/login-url.

This approach enhances security and ensures proper redirection without encountering CORS errors.