Unable to log into Jira Software, system dashboard, v7.12.3

[Aimee Davies]

Hi all, I'm a novice jira user and downloaded the self-hosted jira software server to learn how to use it in a more advanced way.

I chose to try it for free for the time being but I plan to purchase the one time payment of $10 (Canadian).

I downloaded the files from atlassian, it opened my browser to http://localhost:8080/secure/WelcomeToJIRA.jspa and I popped in a username and password to a first time experience where it asked if I wanted to start a sample kanban or scrum board. 

So I managed to be able to log in that one time, now however, I try to enter the same details and it isn't able to log in. I use the "Can't access your account?" link and have tried entering both options - if you've forgotten your password, to enter your username, and if you've forgotten your username, enter your email.

I tried both but neither sends me an email with any details. Is this because I didn't enter in an email as a user? (Forgive me, I'm still learning jira terminology so I'm not sure if I logged in as a user or a system admin, or if that makes a difference. I'm not sure how to check this neither.) 

I'm sure someone has asked the same question but because I'm learning the terminology that surrounds jira I may have not understood the solution from other posts, if anyone could point me in the right direction I very much appreciate it. If there is other info anyone needs I will provide it so I can remedy this and finally log in.

[Amirul Ikhwan Omar · Accepted solution]

Hi Aimee,

Can you share further what is the error when you try to login? If you are login in using the same username and password that you set up previously, that would be a system admin password.

Regards,

Amirul

[Aimee Davies]

Hi Amirul, thank you for replying

This is the error I get after putting in my username and password that I thought I used when I set it up previously: "Sorry, your username and password are incorrect - please try again."

Evidently I must have forgotten the username and / or password. I tried to reset both but I've not managed to get an email.

If I'm trying to log in using the username & password that I set up previously and it's a system admin password, is it that I need to reset them as an admin?

[KellyW]

Hi Aimee,

I suspect the JIRA outgoing mail server is not setup or having some issues to send out the email notifications.

To rectify the outgoing mail server setup and gain access to the JIRA application, you can reset the JIRA System Admin password according to this documentation -- Retrieving the JIRA Administrator

Regards,
Kelly

[Aimee Davies]

Hi Kelly thank you for your reply

Referring to the link you kindly provided, where do I input the database query into? I tried to follow the "run SQL commands in a HSQL database" link from the first paragraph but was unable to obtain the SQL console. 

Is this the correct way to proceed? I'll try getting the SQL console again in the interim.

Regards

Aimee

[KellyW]

Hi Aimee,

You can access H2 through a Java GUI, or through the command line.

Check out Accessing JIRA's H2 embedded database.

Regards,
Kelly

[Aimee Davies]

Hi Kelly

I'm stuck on step 4 from the link you provided. I don't seem to have a dbconfig.xml in the root of my Jira home directory. Presumably this is because when I was connected to Jira that first time, I didn't set up a database? 

I chose the "Set it up for me" option in the Jira set up wizard when I first was able to get into Jira and I don't remember it asking me to select or set up a database.

Can you point me to the correct documentation to set that up? I feel I'm getting close to actually be able to enter in the query to retrieve the Jira administrator!

Thanks

Aimee

[KellyW]

Hi Aimee,

When you choose 'Set it up for me' option, JIRA will setup your JIRA instance with H2 embedded database. Please search for dbconfig.xml file on the machine running hosting the JIRA application.

Check out Running the setup wizard

Regards,
Kelly

[Aimee Davies]

Hi Kelly

I'm afraid I'm truly at a loss. I managed to access H2 once but the queries from the "Retrieving the JIRA Administrator" link were throwing errors.

I followed scenario A, as this was most applicable, and it couldn't find the GLOBALPERMISSIONENTRY table from steps 1 and 2.

There was also an error with the cwd_user from step 1 for the portion of the page titled "If no users or groups exist in JIRA". I wanted to return to the GUI (I've been troubleshooting in my spare time so I closed the H2 instance to return the next day) to paste the error on this thread but now I can't access it as the H2 console is throwing this error:

Database may be already in use: "C:/Program Files/Atlassian/Application Data/JIRA/database/h2db.mv.db"

Caused by: java.lang.IllegalStateException: The file is locked

I have tried to go to my computer's task manager to close any instances, I've tried running "start-jira.bat", I've attempted to delete and move the h2db.mv.db file from that location but it says that the file is open in Atlassian Jira.

All this is clearly highlighting my inexperience, but may I ask - if I uninstalled and reinstalled jira would it act as a first time user again? That way I know I'll need to set up my JIRA outgoing mail server address immediately.

Thank you

Aimee

[KellyW]

Hi Aimee,

To reinstall JIRA fresh, uninstall the application and remove the JIRA_HOME directory (default: C:\Program Files\Atlassian\Application Data). Initiate the installation wizard and it will start from scratch again.

Regards,
Kelly

[Aimee Davies]

Thanks Kelly, this worked finally and I'm incredibly happy about this. I shall go ahead and set up the JIRA outgoing mail server so this doesn't occur again.

Thanks again

Aimee

[Charlie.Wang]

hi Aimee, could you share your solutions? I encountered the same case as you, I didn't setup a mail server, either.

[Aimee Davies]

Hi Charlie

In the end I deleted my jira on my pc as Kelly suggested and re-downloaded the trial. That worked and I was able to log in as if it was fresh.

What I realised was when I entered in my details in the re-downloaded trial, that it was my username that was incorrect.

When you put in your email, the username auto-completes with the first portion of your email just before that @ symbol (at least that's what it did for me) - and I kept putting in the wrong username when at the time I was certain I had the correct password. 

Have you also downloaded the trial version of Jira Software? 

Aimee

[Charlie.Wang]

Hi Aimee,

Appreciate your detail support.

It works for me now, I did nothing expect restarted it several days later. Not sure I mixed my passwords as I tried five or six times, anyway, it works finally.

[Vladimir Vujic · Accepted solution]

Ok. Now I have a problem. Also, try to reinstall the app. Installation folder goes to C:\Users and it should be C:\Program Files. Am I right?

[Aimee Davies]

Yes, should be C:\Program Files. That's where I have it.

Aimee