User does not exist error when try to login
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
Environment
Jira Software Server & Data Center
The issue happens when a user tries to access Jira (log in) receiving the below error:
Diagnosis
The main pattern of this issue is the error is the divergence we have between: cwd_user and app_user tables
Query to validate the missing status/statuses:
1 2SELECT * FROM app_user where lower_user_name like '%affected user name here%'; SELECT * FROM cwd_user where user_name like '%affected user name here%';💡 The field 'lower_user_name like' above in the SQL statement is actually the user name that is affected by the issue
Cause
The root cause is unknown, the main possibility is how the user was set up.
Steps to replicate
Create a new user, like Jose
Run a SQL update to update the lower_user_name at app_user where this field will be set as: José
Try to log in Jira the below error will be displayed:
Solution
First, execute the below SQLs queries to identify where the divergence is: or at cwd_userorapp_user
1
2
SELECT * FROM app_user where lower_user_name like '%affected user name here%';
SELECT * FROM cwd_user where user_name like '%affected user name here%';💡 Replace the <affected user name here> field in the SQL statement above with the "user-id" that is receiving the error when trying to login in Jira.
Once you find it you can run one of the SQLs to update the
1 2 3update app_user set lower_user_name = '<affected user name here>' where id = '<id>';1 2 3update cwd_user set lower_user_name = '<affected user name here>' where id = '<id>';💡 Replace the <affected user name here> field and <id> in the SQL statement above with the "user-id" that is receiving the error when trying to login in Jira, the <id> can be found in SQLs that were executed in the first step.
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