After importing XML data into Jira Server 10.3.7, We unable to log in using Admin account.

[Diego Cañete]

Atlassian Jira 10.3.7

After installing the new version of JIra server and perform the import process using a .csv, we were already logged in the instance and had risen correctly, so from the administration option we tried to update the data with a new version from the production server using a . csv file, when the process was finished we could not login with our eucnetas nor with the admin user, we have tried the emergency recovery process and it does not take the password that we set, please can you help us?

Thank you.

Diego Cañete. 

[Andy Heinzer]

Hi @Diego Cañete 

I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/41/PSSRV-181346

I would recommend following up there so that our Jira Data Center support team can investigate this further.

Thanks

Andy

[John Funk]

Thanks, Andy!

[John Funk]

Hi Diego - I have flagged the post here so someone from Atlassian can come take a look. 

[Diego Cañete]

reply more clear:
The Jira instance was working, I just tried to load an updated version of the data with a simple import using “.CSV”, after finishing and restarting the service, I could not get it anymore, I already tried several solutions:

Recover password.
Disable Pluggins.
Copy the directory configuration from the main server to the new instance.

I don't know what to try anymore.

[Diego Cañete]

The Jira instance was working, I just tried to load a catulized version of the data with a simple import using “.CSV”, after finishing and restarting the service, I was never able to log in again, I already tried several solutions:

Recover password.
Disable Pluggins.
Copy the directory configuration from the main server to the new instance.

I don't know what to try anymore.

[Marc - Devoteam]

HI @Diego Cañete 

Did you perform the actions as stated in thsi KB article, restore-passwords-to-recover-admin-user-rights-in-jira-server-and-data-center 

[Diego Cañete]

Hi Marc, yeap, it´s not work!!!!

[Marc - Devoteam]

Hi @Diego Cañete 

I have tried this multiple time and it has worked from me.

This is the only option.

Otherwise reach out to Atlassian Support

[Diego Cañete]

Well,
how many times did you try to recover the password?

[Diego Cañete]

Me instance show us in login screem:

 
Jira is running in recovery mode. You can log in as GxyBKF5QQ8CG9ven61en6i4UPl3YGqtnXwTjUyWeVv6ppik47q, using the password specified when starting Jira. See the documentation for more details.

[Diego Cañete]

I add in Java Options: 

-Datlassian.recovery.password=Abc_123456

[Diego Cañete]

I have already tried several password configurations, just in case that was the problem.

[Diego Cañete]

-Datlassian.recovery.password=Abc_123456
-Datlassian.authentication.legacy.mode=true
-Dcom.atlassian.jira.status.index.check=false

[Marc - Devoteam]

Hi @Diego Cañete 

So the CSV import is the issue.

What is in the CsV, as this was not an xml backup that you imported right?

[Diego Cañete]

Not , we used for import from PRD  a xml export file.

Like: "activeobjects.xml"