I have a user who is seeing only a blank screen when logging in but his account is set up fine

[Alicia Clarke]

Also, when I try to log in as the user I am seeing the projects he is a part of. He's cleared his cache/cookies and is coming up with the same result. Any ideas on why this would happen and how to resolve? 

[AhmadDanial]

Hey, Alicia.

Since you mentioned that there is no issue with the account setup, let us look at the response that we are getting when trying to log in via HAR file. Depending on the browser that the user is having issues on, can you go through the steps to analyze and let me know if you are seeing any non-200 requests which could shed some light on this issue?

Additionally, can you please confirm on the following questions?

• When you mentioned that the user is only seeing a blank screen when logging in, does that mean that he was able to see the log in screen, enter the credentials, and eventually the page refreshes with a white screen?
• Does it happen only on the browser / machine that the affected user is using? Is it also reproducible on other machines / browsers too?
• Is there any context path set for this JIRA instance? You can check this through the following command and share the output:

• cat /JIRA_INSTALL_DIRECTORY/conf/server.xml | grep "Context path"

• Can the machine that the affected user is on reach out to the instance via telnet? For example:

• echo | telnet <FQDN> 443

Keep me posted soon.