Users not able to login to the site with the error:: Hmm... We're having trouble logging you in
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Users are unable to log in via Single Sign-On to Jira.
Error:: Hmm... We're having trouble logging you in.
Diagnosis
When affected users attempt to log in via id.atlassian.com, the SSO authentication fails, and they are presented with the error message: "Hmm... We're having trouble logging you in."
Cause
The organization's Identity Provider (IdP) has an expired SAML signing certificate. When the certificate expires, Atlassian can no longer validate the SAML assertion returned by the IdP, which causes the login to fail for all SSO-authenticated users.
Solution
Copy a new SAML certificate from your identity provider.
At admin.atlassian.com > Security > Identity Providers, select the IdP showing the expired-certificate message.
Select View SAML configuration, paste the new certificate into the Public x509 certificate field, and Save Configuration.
Have an affected user re-attempt SSO login at id.atlassian.com after the certificate is saved; if it still fails, confirm the pasted certificate matches the IdP's current signing certificate exactly (no truncation/whitespace).
For more information on how to setup SAML, refer to this page.
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