Project Admin Cannot Access Backlog in New UI

[Steve Goodwin]

One of our project administrators is unable to access their project Backlog in the new UI. The link is visible in the new top nav, but when they click on it the Backlog does not load. The progress bar advances and fully fills, but the page is not redirected to the Backlog.

We've cleared the user's cache, closed and reopened the browser, and about everything else we can think of. So far this one user is the only one who's having the problem.

Does anyone have an idea what could be causing this?

[Shalini Pradhan · Accepted solution]

Hello @Steve Goodwin ,

Good day! Welcome to Atlassian community :)

You can ask the concerned user ( project admin ) to refer to the following steps and see if it fixes the issue. 

Clear browser cache and cookies

1. Log out of your Atlassian account.
2. Clear all browser cache and cookies.
3. Log in to your Atlassian account and try to access project and the backlog  issues

Additionally, you can also try to access Jira in an incognito browser window to confirm this. Also try accessing Jira and backlog in a different browser apart from the regular browser that concerned user is using.

Disable all browser extensions and add-ons

1. Disable all browser extensions and add-ons.
2. Try to access project and backlog

Check for firewall

If your device or network has a firewall setup, I would request you to check if they have allowed connection to Atlassian's IP addresses. You can refer to the following document for more details:

• IP addresses and domains for Atlassian cloud products.

Allow 3rd party cookies

I would request you to follow the below steps (The steps are for Chrome but should be similar for other browsers):

1. Go to Chrome settings.
2. Go to Privacy and Security.
3. Click on Third-party cookies.
4. Select Allow third-party cookies.
5. Restart the browser and try to access Jira again.

Updates

1. Please ensure that you are using the latest version of one of the supported browsers listed here.
2. The endpoint doesnt have any Pending software updates.

If it still doesnt fix, you can ask user to collect HAR logs while accessing backlog and reach out to Atlassian support team, they will help you.

For HAR files you can simply refer to this page

Thank you!

[Steve Goodwin]

Thanks, @Shalini Pradhan . I appreciate the response.

The user was able to get to the backlog in Edge and is using that.