Hi Tom,

The reCAPTCHA fix for China-based users seems to be working for my company. This will make things a lot easier for us. Thanks to the Atlassian team for its efforts in resolving this.

Regards,
Shane

Hello, there's Google Recaptcha when submit support ticket on Jira website (https://support.atlassian.com/contact/#/) from China.

and displayed "Something went wrong, please try submitting your request again." 

We’ve made an update and it’s now possible to view and pass reCAPTCHA from within China.

Thanks,

Tom
Product Management, Atlassian

peter.hagerty - as per tgilbert comment above... users can reset their passwords now without the need for Captcha. We are still researching alternatives to Google Captcha during user registration.

A workaround to the registration problem could be to have the user's account created by someone outside China and then forward the user their credentials and have them go through a password reset process? This is clearly not optimal, however it can be used in the short term to avoid the registration Captcha in China whilst we seek an alternative solution for the region.

Our colleagues in China are not willing to use a VPN because it is unlawful to do so within China.

This needs to have a higher priority. 

im waiting for an update, we are in desperate need of HipChat since whatsapp is being blocked by china more and more

Thank you for the update mfitzbaxter. We appreciate the communication.

A quick update, the identity team is aware of the issue and is looking into alternatives to Google Captcha to use for various login and reset flows. We do not yet have an agreed solution or timeline for delivery. We will be sure to update this ticket once an expected date for any changes is known. We are aware this is causing problems for some global teams with users in China.

+1

More strict rule took effective recently, and we're not able to use VPN on company.

User login issue become more seriously for China user, Hopefully there's alternative solution as soon as possbile.

Thanks Dora. I've wrote a note to the founders just now too. Eagerly awaiting a solution...

I still have users that we could not onboard in China because of new crackdown of VPN etc.  

I had no luck communicating to Atlassian support and trying to work that channel.  Then i wrote to their CTO also resulted in no response.   I hate to write to the CEO and take up their time, but i just hit the brick wall every where i turned.  It was been a frustrating journey to say the least. So i decided to write a note to the founders using https://www.atlassian.com/company/contact/contact-ceos.  

I got a gracious reply with an update last week saying that i should see an update to these issues this week (He said it will posted publicly).  

So i am anxiously awaiting this.  If you are like me, feeling stuck on this issue please write to them using the above link.

Thanks

+1
This is painful for us who is working from China, it costs time to find workaround and relaunch to Jira to start working. Please fix this issue to save our time and improve our user experience. Thanks a lot.

+1

I've been working on getting access to a development group in China all week and hitting this issue constantly.  Hopefully, they will fix this problem as it's a growing concern, at least for our group.

The workaround of using "Apply VPN to turn around the China restriction." is no longer valid.  China has been aggressively cracking down on VPN use.  You can check the news for the past month on this.  We have a large user base in China and we do see these change for the past couple of months.

Chris

First Thank you.  We are also doing very similar.  We have hundreds of users in China so scaling is an issue too.

In the past we had ability to set password for the users which helped a great deal.  Now that is gone, we struggle with keeping up with this.  

Sadly, i spoke to the technical rep at Atlassian and they do not seem to understand how users in china struggle with using their service.  Very unfortunate.

Dora, I hope the work on this soon too. This is a huge pain point for my company. 

In the meantime, our work-around has been as follows:

1) A user outside of China (aka me) clicks on the 'having trouble logging in" link at the main login page for our instance.

2) I enter the email address of the Chinese account holder, click "I'm not a robot" and do the Google captcha dance.

3) I click Send.

Now a recovery email gets sent to the Chinese account holder where she can set up a new password, bypassing the Google captcha.

Perhaps this might help,
Chris

Hi Guys,

I hope Atlassian moves on this finally. soon   You can see Chinese Govt cracking down on VPN heavily

https://techcrunch.com/2017/07/10/china-vpn-ban/

Thanks

A year now. VPN is not allowed in government-owned or government-linked companies in China. Also, there are many recaptcha alternatives. Hope to see this low priority but essential component change soon.

It is sad to see this issue at Low priority. As Chris earlier pointed out this affects over a 1 billion users.  Go figure if that is large enough for Atlassian.

We struggle with this issue esp now that the ability to set password is also removed. https://jira.atlassian.com/browse/ID-6232.   Together we have nightmare dealing with China developers.  Sadly there is no solution from Atlassian.

+1

When we created a ticket regarding this issue, we were encouraged to "upvote" this entry. Interesting hand waiving for a problem that affects 1 billion users.

Additionally, I would like to learn a bit more about said SSO. Today we are partitioning our JIRA setup based on users' email addresses and I hope this is not going to be a breaking change.

While I get that this is part of an important security upgrade, it is inconceivable that Atlassian would force some users off of their service to do it. Jorg is right, VPN is not always an option.  Suggesting that we migrate to a server version is crazy too. 

Here's a comment from Atlassian support last week:

"We are planning on making a change to offer an additional workaround, however that change will not be put in place until a little while after the cutover to Atlassian Account has been has been scheduled to be rolled out to all Cloud Instances. I am sorry for the trouble that this will cause to you and your team."

Clearly they have some other solution in mind. For the love of all things holy, do that first before forcing the VPN and server options on us.

This this must be addressed before Atlassian forces uses to use SSO.

Hi there,

first of all, I would have liked to have a notice/information in the SSO switch guide, that this issue exist. As far as  I know Atlassian can help BEFORE switch is performed. So this should also be in the documentation.

Also we need this feature desperately, because our chinese colleagues can't login due to the Google APIs.  

Regarding the workaround: VPN is not always an option

• Usage and installation of an VPN has to be approved by chinese company IT department. Especially big companies do not allow this.
• VPN traffic is slowed down on the Great Firewall. So performance of this solution is unknown.
• Since beginning of 2017, only a handful of companies inside china are allowed to offer VPN connections to foreign countries. Other VPNs are not working!
• It is unknown how long VPNs are usable to get around the great firewall. I think it needs only one incident and all VPNs are shut down.

I would also like to have this issue escalated to a higher priority because it makes ANY Atlassian product useless for china. I don't know how many Atlassian users are affected by this issue but for us it is very important to have JIRA in place to track all work progress within our production line in china.

BR,

Jörg