Issue Summary

In some scenarios, a Jira backup restore can fail without any error message in the UI. Reviewing logs, the cause has been isolated to be due to the presence of duplicate user accounts detected during the restore operation.

Steps to Reproduce

(Not reproducible at will but can occur if the backup is taken on a site that has duplicated user accounts)

1. Gather a full Jira backup on a site that contains duplicated user accounts in the cwd_user DB table
2. Restore the backup file on a site

Expected Results

An indication of the duplicate accounts is clearly stated in the UI when the backup is gathered so that the duplication can be addressed by Atlassian Support prior to restore.

Actual Results

The restore operation fails with no clear indication in the UI

Workaround

Currently there is no known workaround for this behavior. If you are facing unexpected errors during backup restore activity, please open a ticket with support here: https://support.atlassian.com