User receives repeated CAPTCHA prompts on login to Jira Data Center
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
Symptoms
The user is presented with a CAPTCHA on the login page. After entering the CAPTCHA and trying to login again, the following error "Sorry, your userid is required to answer a CAPTCHA question correctly" is displayed:
Cause
This problem might be caused due to the browser cookies, or by too many failed attempts.
Resolution
Delete the browser cookies and site data.
Refresh the login page and try to log in again.
If the problem persists, check the
atlassian-jira-security.logfor failed authentication messages like this one below. A service could be using old credentials and make the CAPTCHA show up - the log will show if that's the case.1/rest/gadget/1.0/login The user 'myuser' has FAILED authentication. Failure count equals 3
ℹ️ Keep in mind that the number of requests for Jira to show a CAPTCHA is set in System > General configuration and blank means the CAPTCHA is disabled.
To reset the failed user count, follow the steps on https://confluence.atlassian.com/jirakb/reset-failed-user-login-count-442270086.html.
Was this helpful?