Stuck in "We couldn't log you in"

[mryellow]

I haven't logged in for a good while, can you please unblock my account.

We couldn’t log you in

You may run into this issue when you use specific browsers or add-ons that hide the referer header for id.atlassian.com and other Atlassian sites. Check for these and then try logging in again.

[mryellow · Accepted solution]

This remains an issue. They haven't fixed the website being incompatible with many OS and browser combinations. Maybe because they refuse to listen to people reporting these errors, maybe because devs never get told about the problems.

[Lavanya K]

Hi @mryellow 

Good day!
Thank you for sharing your concerns. I understand how frustrating it can be when errors aren't addressed as expected.

We take all feedback and error reports seriously, and they play a vital role in helping us improve our services/products.

I assume clearing cache or disabling add-ons did not help you in resolving this issue.

In this case, can you please confirm if you tried to "log in at id.atlassian.com and then log in to Bitbucket account" from incognito browser?

Also, I'm adding a reference to browsers supported by Bitbucket Cloud:

https://confluence.atlassian.com/bbkb/which-web-browsers-does-bitbucket-support-1168845119.html 

[mryellow]

Read the thread.

[Theodora Boudale]

Hi @mryellow,

I checked the discussion in all the answers and replies of this post.

I understand that you experience an issue logging in from Chrome on Debian.

Can you please let me know the following so I can try to reproduce:

• The version of Debian you are using
• The version of Chrome

Based on the previous discussions, I see that you were able to log in with an Incognito Chrome window. Was this the case on the same Debian machine where logging in with non-incognito fails?

Kind regards,
Theodora

[mryellow]

Linux debian 6.1.0-26-amd64 #1 SMP PREEMPT_DYNAMIC Debian 6.1.112-1 (2024-09-30) x86_64 GNU/Linux

Version 131.0.6778.85 (Official Build) (64-bit)

[Theodora Boudale]

Hi,

I assume this is the kernel version? Can you please let me know the Debian OS version as well?

I tried the latest version of Debian 12 (12.8) and the same version of Chrome, and there were no issues logging in to https://bitbucket.org/.

I also noticed that you mentioned "Application - Clear site data", so I assume that you are deleting data from Chrome Developer Tools -> (tab) Application -> Storage?

Bitbucket Cloud uses https://id.atlassian.com/ for authentication, and I'm not sure if you cleared the site data for https://id.atlassian.com/ or for https://bitbucket.org/. If you're only clearing the data for one of these two sites, please try clearing them for both and ensure that all options below 'Clear site data' are selected.

Kind regards,
Theodora

[mryellow]

Seems I'm logged in here with atlassian, only it's Bitbucket doesn't seem to notice.

After clearing cookies for all atlassian domains still get "We couldn't log you in".

[mryellow]

That worked... 

With all JS blocking extensions turned off and after "Application - Clear site data" I get stuck with some state which keeps me in this page. The message seems to indicate it's expecting a referer to match, but then if I'm always on that page... Maybe it's a bug.

Not sure where you're saving state which wouldn't be cleared.

[Pramodh M]

Yeah!! Plugins

Could you please mark the answer as accepted

[mryellow]

The browser extensions are all disabled.

They may have originally blocked something, but now they're switched off and no matter how many times I clear browser "site data" the state somehow remains and prevents me from logging in.

[Pramodh M]

Re install the browser clearing all the data

It's not supported when you don't have standard browser otherwise, raise an Atlassian support ticket!!

[mryellow]

Reinstalling browsers to fix websites is never a solution.

[Pramodh M]

You are not fixing website, the website is fine.

Its the browser that needs fixing!!

[mryellow]

It's okay. All other websites on the internet work fine. I'll use incognito to access the site in order to move everything back to github and call it a day. 

[mryellow]

p.s. If I "Clear Site Data" and your website retains state somehow indicating that I should be immediately forwarded to an error page. Then this is not browser fault but a UX failure of the website caused by some kind of server-side fingerprinting or the like.

[mryellow]

Coming back much later, didn't mark it the accepted answer because I was unsure.

Now I know that Chrome on Debian just doesn't work at all.

It remains a problem with bitbucket.org, I wonder why you have no market share.

[Pramodh M]

Hi @mryellow 

Welcome to the Community!!

There is no blocking in Bitbucket Cloud Account.

Can you try once with incognito and make sure it's not really working?

Thanks

[mryellow]

To be clear, this is a great debugging step which does indicate that with a different browser I can login.

However with extensions/plugins since turned off and all browser state cleared, it also indicates something may be finger-printed and blocking my access from the server-side (assuming Bitbucket hasn't managed to hide state somewhere on the browser which is not cleared by "Application - Clear Site Data).

It's productive, but it's not a solution to the problem as I'm still unable to login with the standard (non-incognito) browser.