Users getting (Hmm... We're having trouble logging you in.) error

[phalgun_reddy]

Hi Community 

Two of the users in our instance getting the below error.
i am the site admin kindly guide me how to resolve this issue.


Thanks in advance

[Mohanraj Thangamuthu]

Hello, Check if these two users could login into https://id.atlassian.com from incognito window. If they are noticing login issue still, then we need to check the authentication method used.

[phalgun_reddy]

Hi @Mohanraj Thangamuthu 

Thank you for your time.
They tried to log in the above link but is shows the same error.

Regards

[Kathy Hart]

How do your users generally log in? Do they input their email and password, or does your company use single sign on? 

Are users invited individually, or do you use a control mechanism like Access to set up user product access? 

[phalgun_reddy]

Hi @Kathy Hart 


Thanks for your time.
We user SSO

Yes the users are invited individually.

The thing is here since the users are quite off we revoked their access and given them back recently 

since then they are facing the issue.


Regards

[phalgun_reddy]

Hi @Kathy Hart 

Any idea how to resolve the issue.

[Kathy Hart]

Look them up in User Management. Make sure they are marked as Active and also make sure they are added to a Group or Groups that give them access to the product(s), Jira or Confluence. 

Then make sure they are using the correct email with which to sign in. If you are using SSO, make sure the email in Jira matches their SSO email used for other systems at your company. 

You mention that they had been users before. You should look at their permissions in User Management and what groups they are part of, and make sure there are no lingering restrictions. 

Ultimately, you may need to delete them entirely as users and set them up fresh with a new invite etc.