Joining Jira. Hand on just a sec

[Kosuge Moe]

Need help in Jira software.

I'm not able to join project in Jira software(cloud).
Everytime I tried to join the project page, it says 'Joining Jira. Hand on just a sec'

My account is corporate one and my coworker grant me access to the project, but I cannot login to the project page more than 1month.

I could get email notification from Jira when someone mention me so I supposed that I signed up account.

Here's what I did:

• Redirected to project page
• Delete cookie
• Enable cookies in a web browsers
• Updating the page
• Log in by different browsers

Thanks

[Kosuge Moe]

Thank you, @Angélica Luz 

Would it be possible for the affected users to try to access Jira through their mobile? -No

Are they able to access their Atlassian account profile on https://id.atlassian.com/?-Yes

Also, please, whitelist our domains and IPs:-Currently working on

I suppose that I have to contact site-admin, but how can I know site-admin? I checked contact-form, but it says "Your Jira administrator has not yet configured this contact form." 

[Angélica Luz]

Hi @Kosuge Moe,

Thanks for testing. It would be important if they could test accessing Jira using another computer or device with another network just to make sure it's not a setup on their computer or a block on the company's network.

If they can access id.atlassian.com they will land on start.atlassian.com and from there it’s possible to view the sites they have access to.

If they click on Switch to and select Jira, does it load?

 

Regarding the site-admin, it’s necessary to use the form you mentioned. Even though it shows that message, Jira admins will receive an email with the details you add there. 

There are three site admins on your site, but since the community is public and it’s sensitive information, we won’t share their names.

[Kosuge Moe]

Hi,

If they can access id.atlassian.com they will land on start.atlassian.com and from there it’s possible to view the sites they have access to.

->They can access to projects, but our project was not listed.

Regarding whitelist domains and IP's, it didn't work.

I think I try everything that I can do right now, so I should contact my site admin from now.

I appreciate your help.

[Angélica Luz]

Thanks for testing, @Kosuge Moe

A ticket would be important so we could access the site if your site administrator allows it.

You can ask them to impersonate the user to see if they access the projects as well. On the user management page, they can access the user profile and then click on "Log in as user". If they are able to access the projects, then everything is correct with the permissions.

[Kosuge Moe]

Thank you

They are member of jira software and tried everything but nothing has changed.

[Angélica Luz]

Hello @Kosuge Moe,

Welcome to the Atlassian Community!

Checking the details of your account and site, everything seems correct with your permissions.

Just for a better understanding, do you face this issue when logging in to Jira or when going to Projects > View all projects? 

Are you able to navigate to Jira and see the tickets by going to Filters > Advanced search?

Is this issue happening with other users that have the same permissions as you?

Kind regards,
Angélica

[Kosuge Moe]

Thank you for your quick response, my answers are below...

Just for a better understanding, do you face this issue when logging in to Jira or when going to Projects > View all projects? 

->When logging in to Jira

Are you able to navigate to Jira and see the tickets by going to Filters > Advanced search?

->No

Is this issue happening with other users that have the same permissions as you?

->Yes. And I want let you know that my account(moe.kosuge@XX) could log in, but two of my member that I granted could not log in. So I post instead of them.

I've already checked that they have permission from project setting>access

[Angélica Luz]

Thank you for the details, @Kosuge Moe.

Can you please confirm with your site-admin if the affected users are members of the group jira-software-users? This is the group that users need to access Jira. The site-admin must go to Cog icon > User management > Groups > Click on jira-software-users and see if the users are listed there.

If they do have a license, then it would be important to see if it’s not a network issue. 

Are they using VPN? 

Would it be possible to test using another network?

Can you check with them if they disabled all the extensions on the browsers?

[Kosuge Moe]

Thank you for you support.

Admin confirmed that they are member of  jira-software-users, and they tried everything you told but nothing has changed.

[Angélica Luz]

Thank you, @Kosuge Moe.

From the logs, I found the following error:

Error while trying to load data from external cache. Hence, fallback to DB

Caused by: com.atlassian.vcache.ExternalCacheException: Failed due to UNCLASSIFIED_FAILURE at com.atlassian.vcache.internal.memcached.MemcachedUtils.mapException(MemcachedUtils.java:115) at com.atlassian.vcache.internal.memcached.MemcachedDirectExternalCache.mapException(MemcachedDirectExternalCache.java:433) at com.atlassian.vcache.internal.core.service.AbstractExternalCache.perform(AbstractExternalCache.java:104) at com.atlassian.vcache.internal.core.service.AbstractExternalCache.perform(AbstractExternalCache.java:79) at com.atlassian.vcache.internal.memcached.MemcachedDirectExternalCache.getBulk(MemcachedDirectExternalCache.java:235) at com.atlassian.vcache.internal.core.metrics.TimedExternalCache.getBulk(TimedExternalCache.java:115) at com.atlassian.jira.projectconfig.ProjectConfigCache.getProjectConfigs(ProjectConfigCache.java:162)

I found some similar issues and most of them seem related to network.

Would it be possible for the affected users to try to access Jira through their mobile? 

Are they able to access their Atlassian account profile on https://id.atlassian.com/?

Also, please, whitelist our domains and IPs:

• IP addresses and domains for Atlassian cloud products

If you or your organization use restrictive firewall or proxy server settings, you or your network administrator may need to allow-list certain domains and IP address ranges to ensure Atlassian cloud products and other services work as expected.

If nothing works, since your site is on the Standard plan, please, ask your site administrator to raise a ticket on support.atlassian.com/contact informing the name/email of the affected users so our support team can better investigate the issue.