Details
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Bug
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Resolution: Fixed
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High
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4.5.4, 4.1.0, 4.5.3, 4.7.1, 4.13.1, 4.5.9
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24
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Severity 3 - Minor
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55
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Description
Issue Summary
Getting blank screen after refreshing customer portal where session timed out.
Steps to Reproduce
- Open customer portal and navigate to a project
- Wait until the session times out
- Refresh the page
Expected Results
User will get logged out and login screen opens properly.
Actual Results
The login screen is not loaded, instead blank page is shown.
HAR file shows some requests received response 401:
Access logs confirm 401 for some POST requests:
xxx.xxx.xxx.xxx 630x653x1 - [15/Apr/2020:10:30:50 +0000] "POST /jira854/rest/webResources/1.0/resources HTTP/1.1" 401 20953 24 "http://localhost:8080/jira854/servicedesk/customer/portal/1/user/login?destination=portal%2F1" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/80.0.3987.163 Safari/537.36" "-" xxx.xxx.xxx.xxx 635x673x1 - [15/Apr/2020:10:35:05 +0000] "POST /jira854/rest/webResources/1.0/resources HTTP/1.1" 401 20953 24 "http://localhost:8080/jira854/servicedesk/customer/portal/1/user/login?destination=portal%2F1" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_14_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/80.0.3987.163 Safari/537.36" "-" xxx.xxx.xxx.xxx 640x730x1 - [15/Apr/2020:10:40:06 +0000] "POST /jira854/rest/webResources/1.0/resources HTTP/1.1" 401 20953 23 "http://localhost:8080/jira854/servicedesk/customer/portal/1/user/login?destination=portal%2F1" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10.14; rv:72.0) Gecko/20100101 Firefox/72.0" "-" xxx.xxx.xxx.xxx 640x731x1 - [15/Apr/2020:10:40:07 +0000] "POST /jira854/rest/webResources/1.0/resources HTTP/1.1" 401 20953 21 "http://localhost:8080/jira854/servicedesk/customer/portal/1/user/login?destination=portal%2F1" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10.14; rv:72.0) Gecko/20100101 Firefox/72.0" "-" xxx.xxx.xxx.xxx 640x732x1 - [15/Apr/2020:10:40:07 +0000] "POST /jira854/rest/analytics/1.0/publish/bulk HTTP/1.1" 401 20953 24 "http://localhost:8080/jira854/servicedesk/customer/portal/1/user/login?destination=portal%2F1" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10.14; rv:72.0) Gecko/20100101 Firefox/72.0" "-"
Workaround
Workaround 1 (long term)
- Extend session timeout according to make sure sessions don't time out for a longer period of time: Change the default session timeout to avoid user logout in Jira server
- On Service Desk login screen, select "Keep me logged in"
Workaround 2 (short term)
- Open Jira's main URL "<JIRA_BASE_URL>/secure/Dashboard.jspa" in a separate tab. Note that you don't have to log in from here, just opening this URL in a new tab will help
- Go back to the customer portal URL and refresh it. You'll see that the page will load.
Workaround 3 (short term)
Clear the browser cookies.
Note
- The issue is not always reproducible. In some cases, the login screen gets loaded successfully. We were not able to determine exact circumstances under which the issue is not reproducible.
- We managed to reproduce the issue using Firefox, Edge (Chromium engine), Chrome and Internet Explorer.
- Issue does not seem to be present in Jira 7.13.x.
Attachments
Issue Links
- is duplicated by
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- Closed
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- mentioned in
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