User is unable to login to Jira Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian products 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.
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 (in Admin > Global Settings > Global Permissions) that the user belongs to a group that has Jira access.
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.
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.
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