User is unable to login to Jira Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
The user cannot get past the login page. After clicking the "Log In" button, the login page just refreshes.
Solution
Browser settings
This usually occurs when Jira can't set a browser cookie. Ensure that cookies are allowed in the user's web browser settings, including ensuring 'Block all cookies' or 'Block third-party cookies' settings are disabled. Verify no Atlassian domains are restricted under site-specific cookie settings. If the issue persists, try clearing the browser cache and cookies, using Incognito mode, disabling any browser extensions or plugins, and updating the browser to the latest version.
This is not the only cause for this. You can also review any network and firewall rules that might be in effect. Often, we see that a new rule was added over the weekend that does not allow clients to access the instance.
Check user permissions
Check user permissions and login credentials. Ensure the user is logging in with the correct email address associated with their Jira account. If unsure, verify the account details provided to the user during account creation. Check (in Admin > Global Settings > Global Permissions) that the user belongs to a group that has Jira access. If the access issue persists despite correct group membership, remove the user from the Jira access group and re-add them to re-trigger synchronization. This may resolve any misconfigurations.
Try performing a traceroute from your location to the server. This will determine if there is a network issue. If you are unfamiliar with how to do a traceroute, see the wiki How to Traceroute.
Fix the issue by checking your browser and network
Clear the cache on the browser.
Try a different browser.
See if a different user is having the same issue.
Disable apps/extensions on the browser.
Check to see if the issue happens off the network/VPN. If the issue persists, collect a HAR (HTTP Archive) file during the login attempt and share it with support for further analysis. For detailed steps on how to generate a HAR file, refer to our documentation here
Make sure you are using a supported browser as documented in our Supported Platforms.
If your traceroute results look like the below please contact your network administrator to find out why.
Take note if you see any indications of "Request timed out", which is a general way of letting you know that routing is getting held up.
Account recovery process
If none of these steps work and users are unable to reset their password or bypass login issues using recovery codes, start the account recovery process. This involves contacting Atlassian support to receive a recovery email that includes a one-time link for regaining access.
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