JIRA not accepting password

[Kashif Iqbal]

Hi,

Hope you will be doing fine.

Our JIRA server is configured to take auto backups after every 3 hours. It saves the files to disc as .ZIP files as you can see in attached screenshot. It so happened today afternoon that we wanted our JIRA application to revert to this morning's version zip file. So, what we did is:

1. We went to Settings->Restore and specified today morning's zip file as you can see in the attached image.

2. After pressing the Restore button, it started processing and then gave an error.

Now, the status is that JIRA is not accepting any username/password and we are not able to login. This is very critical as our projects are totally dependent on the projects we have configured in JIRA.

I want to know why it is not logging in with our JIRA users anymore? If it is not possible to resolve this, can we anyhow restore from any of these zip files? This is critical, so please suggest. We'll be in great loss if we won't be able to restore from these backup files.

Note: Our server is not connected to internet and we can not give you any access to it. If required, we can provide a backup ZIP file for your consideration.

[Mohamed Adel]

Plus @Taranjeet Singh recommendation, Sometimes, the problem is just a browser cashing try to clean all your browser data/cookies.

[Kashif Iqbal]

@Mohamed Adel,

Thanks but that is not the case. Infact, I always used my stored password to login to JIRA and it worked fine. The password is the same still beginning.

[Kashif Iqbal]

@Mohamed Adel,

Can you share your expertise with reference to this: https://community.atlassian.com/t5/Jira-Software-questions/Re-Re-JIRA-not-accepting-password/qaq-p/997427/comment-id/40782#M40782

[Mohamed Adel]

@Kashif Iqbal

For me I’m using crowd as identity management. Sometimes I faced the same problem and I tried admin recovery by resetting password in DB. But,as I mentioned sometimes the fidea was just by the releasing all the browsers cash/cookies.

[Taranjeet Singh]

@Kashif Iqbal I would suggest first step to check JIRA application logs (atlassian-jira.log) located in JIRA home directory, to find out what exactly happened when you got error while restoring/importing. And then paste those logs here or find out corresponding resolution online.

Meanwhile you can also try to create an ADMIN user account directly in JIRA database (in JIRA's internal directory) and see if you can successfully login into JIRA using this user account.

Please refer this KB article for steps on how to create an ADMIN user in JIRA database:

https://confluence.atlassian.com/jira/retrieving-the-jira-administrator-192836.html

[Kashif Iqbal]

@Taranjeet Singh,

Thanks for the quick response.

Our JIRA software is using Microsoft SQL server for storing data which is installed on our local network in lab on a Windows Server 2008 R2. I am the JIRA administrator and I exactly know the username and password for working with JIRA as administrator. When you say:

"Meanwhile you can also try to create an ADMIN user account directly in JIRA database (in JIRA's internal directory) and see if you can successfully login into JIRA using this user account."

do you want me to login to SQL Server Management Studio and do it (as we are not able to login to JIRA anymore)? Also, which specific scenario applies to us in this case?

Many thanks for your guidance.

[Taranjeet Singh]

@Kashif Iqbal Yes, this has to be done in JIRA database, wherever it is hosted. Make sure to take a backup of the database (in case it needs to be restored later), before you perform any such database operations.

Since you are not able to login with your existing admin account, I doubt the user might not be existing in database because of incomplete data import during the restore attempt. You can anyways check that in your JIRA database.

Based on above, Scenario A would be the option for you, as it will lead to creation of a new JIRA ADMIN account, which can be deleted later, when your issues are resolved. 

[Kashif Iqbal]

Ok. I'll be able to try it on next working day and will share my feedback here for reference.

[Kashif Iqbal]

@Taranjeet Singh,

Just in case, this doesn't work, can we restore from these zip backup files whose image I have shared above?

[Kashif Iqbal]

@Taranjeet Singh,

I tried the method mentioned here: https://confluence.atlassian.com/jira/retrieving-the-jira-administrator-192836.html?_ga=2.250704195.431953597.1549251517-919487587.1549251517 and manually reset the password from SQL Management studio as well, but still I am not able to login. It always gives the error: "Sorry, your username and password are incorrect.". I can see the users in SQL DB who have administration rights and it should have worked, but this manual method also didn't work. I am using JIRA v 7.2.1.

[Taranjeet Singh]

@Kashif Iqbal Are you using Crowd or some other SSO solution for authenticating your JIRA users?