Cannot access Confluence log in page from all browsers
Asked by Virginia Kimani:

Hi,

My name is Virginia Kimani and I'm based in Kenya. We have not had access to Confluence since December 22nd 2019. The link below is how we access the page.

Our URL is cupidmedia.atlassian.net

Our domain is ecomservices.com

[https://id.atlassian.com/signup/invite/p/confluence?continue=https%3A//cupidmedia.atlassian.net/login?atlOrigin%3DeyJpIjoiNzQ1NWQ0MzRjYWYyNDM2ODg1MjNkMTUyMDY4NzFkZGMiLCJwIjoiYWRtaW4ifQ\&displayName=\&signature=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJhY2NvdW50IiwiaWF0IjoxNTczMDE4NDg1LCJleHAiOjE1NzM2MjMyODUsInNjb3BlIjoiaW52aXRlIiwic3ViIjoiYmV0dHltYWtvbm5lbkBlY29tc2VydmljZXMuY29tIn0.Rd8maaSdEAl3SFZUaIi4vU_a00KYoGUb2UXTsC96z3s\&infoCode=invitedUser\&source=21d311477a26b7a2b0bc6f1d78bd8919](https://id.atlassian.com/signup/invite/p/confluence?continue=https%3A//cupidmedia.atlassian.net/login?atlOrigin%3DeyJpIjoiNzQ1NWQ0MzRjYWYyNDM2ODg1MjNkMTUyMDY4NzFkZGMiLCJwIjoiYWRtaW4ifQ&displayName=&signature=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJhY2NvdW50IiwiaWF0IjoxNTczMDE4NDg1LCJleHAiOjE1NzM2MjMyODUsInNjb3BlIjoiaW52aXRlIiwic3ViIjoiYmV0dHltYWtvbm5lbkBlY29tc2VydmljZXMuY29tIn0.Rd8maaSdEAl3SFZUaIi4vU_a00KYoGUb2UXTsC96z3s&infoCode=invitedUser&source=21d311477a26b7a2b0bc6f1d78bd8919)

When we try to access the site-we get the message---site cannot be reached.

The following are steps that we have taken to solve the issue.

1. Checked on Internet connection---All other sites are working including jira-accessed byteh following link <https://cupidmedia.atlassian.net/secure/Dashboard.jspa>

2. We currently have a firewall in-place--checked on the policies, no changes have been made.

3. Bypassed Firewall and connected our two internet links to a PC directly. The issue persists

4. Traced the path from our network to the site itself. The results are attached ![error.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/80172i8F0B05799138633D/image-size/large?v=v2&px=999 "error.PNG")![tracert.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/80173i59AD6E78713FB3ED/image-size/large?v=v2&px=999 "tracert.PNG")

192.168.40.1---Firewall

ISP---Access Kenya

5. Escalated the issue to our ISP's to find out if the site is blocked, and also check if our public IP's have been blacklisted. Our ISP's confirmed that the site is not blocked on their end and our Public IP addresses have not been blacklisted. They asked us to check if the server hosting the atlassian site had blocked our Public IP's (197.248.212.41 and 41.215.83.49

6. We also checked the site itself whether it had been blacklisted and we got the attachement

![blacklist.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/80176iB76161ECDD5AE4F4/image-size/large?v=v2&px=999 "blacklist.PNG")

On relaying this information we got the reponse

he security team has checked the IP and though it's blacklisted shouldn't because of the problem experienced by the customer. This is because the particular blocked IP is used for email and not access site resources.

The Atlassian cloud support representative asked us to generate a har file and share![har file.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/80182i291371DF23D2578A/image-size/large?v=v2&px=999 "har file.PNG")

Kindly assist us in resolving the issue.


Answers:
author: Zak Laughton
body: Hi Virginia!

I understand you're able to access the site using an id.atlassian.com URL, but you are able to access it directly at [https://cupidmedia.atlassian.net/](https://cupidmedia.atlassian.net/secure/Dashboard.jspa).

Typically, the \*.atlassian.net address is what's used to access Confluence, so I'm wondering why you're using the other URL, which appears to be a sign-up link for Confluence.

* How was the id.atlassian.com id generated, and why is it being used over the working atlassian.net link?
* Is the id.atlassian.com URL used by all users, or are you using it for a specific purpose (such as to sign up new users)?

comments: author: Virginia Kimani
body: Hi Zak,

When I access the site using <https://cupidmedia.atlassian.net/> it redirects me to id.atlassian.com.This is a case where you're signing up new users

In a case where the user has an existing account the url <https://cupidmedia.atlassian.net>, the user is redirected to Jira which works.

When I try switching to Confluence from Jira( [https://cupidmedia.atlassian.net/secure/Dashboard.jspa)](https://cupidmedia.atlassian.net/secure/Dashboard.jspa)?) I get a blank page


author: Raul Pereira
body: Hi Virginia,

Just wanted to confirm if you were able to resolve the above issue. I am too facing the exact same issue at my end. Let me know what worked for you.

Thanks

Raul


author: Virginia Kimani
body: Hi Raul,

The issue was on the firewall. We upgraded it to a later version


author: Raul Pereira
body: Thanks Virginia!

The issue on my side is that I am not able to access the site with my wifi (i switched to a new ISP) but I am able to access the same website using my mobile hotspot.

So I am not sure how to fix it.


author: Virginia Kimani
body: Check with your ISP, if the site has been blacklisted


Tags: cloud

confluence-cloud