Users lose access from groups

[Licencing Licencing]

Hi Community people, 

Hope you are all well and safe. I face an issue with JIRA Server 7.12.1, my user management is under LDAP sync and lately random users are removed from their groups, even jira-users and they do not have access to JIRA. Any suggestions ?

[Nic Brough -Adaptavist- · Accepted solution]

There's broadly two things that can cause this

LDAP synchronisation is failing - you'll need to test it in the directory screen and check the logs for sync errors

Your directory administrators have genuinely removed the people from their groups

[Kacper Goleń]

Hi. Where I can find the logs? Somewhere in Jira logs, or LDAP?

[Nic Brough -Adaptavist-]

Both, possibly.

The jira application log should record any LDAP sync errors, that's <jira home>/log/atlassian-jira.log.  They might point you to errors on the LDAP side though, then you'd need to read the LDAP logs.

[Kacper Goleń]

Can you possibly give me one more hint?
I know where logs are. However, when I open this log file with

tail -f atlassian-jira.log

and test "Remote Directory Connection" I can't see new logs in this file.

I believe that's because of the wrong "Logging Level". https://<jira_address>/secure/admin/ViewLogging.jspa

Do you know which Package Logging Level I should change to see more logs?

[Nic Brough -Adaptavist-]

The test not throwing any errors is expected if it passes the test - it is just a "can I connect to and authenticate with this LDAP connection", it's not trying to actually get any data.

You'll need to try a full synchronisation, or look for errors thrown by the previous ones.

[Kacper Goleń]

@Nic Brough -Adaptavist- 

Thanks for all advices.