Unable to Login > User Marked INACTIVE on User Management Page
A user in JIRA Cloud and/or Confluence has a status of INACTIVE assigned to his/her account. This can be seen within the User Management page.
Running the following query will return the status of the user. If 'F' is returned, you know for sure that the user is marked as INACTIVE.
SELECT active FROM cwd_user WHERE user_name = 'username_here';
crowd=> select active from cwd_user where lower_user_name = 'username_here'; active -------- F (1 row)
The root cause is not known at this time but its suspect that:
- Users were migrated from a Server installation to a Cloud instance while they were marked INACTIVE
Alwaysyour database before performing any modification to the database. If possible, try your modifications on a test server.
Manually update cwd_user database and set user to Active Status:
UPDATE cwd_user SET active = 'T' WHERE user_name = 'username_here';
If you are a JIRA/Confluence Administrator, you can run these commands against your Crowd database.
To resolve this issue please open a support ticket. A support engineer will work with you to establish a 15 maintenance window so that we can apply this fix to your Cloud instance.