AD User Fails on Password

[Mark Cogan]

We are using Active Directory for our user base.  We also deploy smart card authentication.  I have an admin who can sign in using smart card, but when they elevate to administrator mode, their are told their password is incorrect.  We have verified their account is good, and on the AD side their account is not locked out.  I have tried myself and I can sign in and elevate to administrator mode with my password.  The directories are currently in sync. 

I suspect this may be an issue on the AD side.  I've looked at my server logs and cannot find anything other than the user failing to log in.  Does anyone have any clue where I might look for further information?  Note, I am not an AD admin, so I won't be able to provide any logs from that side.

[Benjamin · Accepted solution]

Hi @Mark Cogan ,

That's probably the main place to look is on the AD to see if there's anything on the logs to give further insight. Based on the fact you are able to login, the integration is working. So this leads to something with this particular admin. 

Could try disabling and enabling the AD on Jira while logging as a Jira internal user. Then try to run the sync once more. Logically, may need to still check on the AD side. 

-Ben

[Mark Cogan]

I had other users try to sign in using their username / password as well.  None of them have an issue.  This is looking like an isolated incident, which leads me to think it is in fact something on the AD side.  What I was hoping for was someone who might know which log we need to poke at, and maybe increase logging to, to see if we can catch what is happening.  I'll reach out to my AD admin team.

Thanks.

[Benjamin]

Welcome. You mention there's no password lock out. However, maybe reseting of the person password may cause it to resolve itself.

Here's the list of Jira logs:

https://confluence.atlassian.com/jirakb/useful-log-files-in-jira-1027120387.html

Maybe you can find something in the HTTP access logs. 

-Ben