Desktop app stuck on login screen (macOS BigSur Beta)
Asked by alexey_rashevskiy:

Hi,

Jira app stopped working. Unfortunately I don't know if yesterday app update broke it or it was broken after I unpadded to BigSur Beta.

Basically I start Jira, it shows me initial screen with Sign In button. I press this button, system persuasion dialog pops up (see attachment), after I press "Continue" I have indefinite spinner.

Tried to remove and reinstall Jira app from the App Store - same issue.

OS: Lates macOS BigSur Beta (20A5395g).   

![Screenshot 2020-10-20 at 10.16.16.png](/t5/image/serverpage/image-id/114898iC2AC31209DF9AC95/image-size/large?v=v2&px=999 "Screenshot 2020-10-20 at 10.16.16.png")


Answers:
author: Ang?lica Luz
body: Hello [@Mo Gusbi](/t5/user/viewprofilepage/user-id/4196346) and [@Ahmed Khalil Bejaoui](/t5/user/viewprofilepage/user-id/4197729),

Welcome to Community!

I'm checking with the team responsible for the app to understand if it's the same bug, a new one, or another issue.

Once I have a response, I'll post it here.

Regards,  
Ang?lica

comments: author: Ang?lica Luz
body: Hi [@Mo Gusbi](/t5/user/viewprofilepage/user-id/4196346) and [@Ahmed Khalil Bejaoui](/t5/user/viewprofilepage/user-id/4197729),

Can you please let us know what is your default browser?

Have you removed Safari?

If it's still installed, can you check if it's on the latest version?


author: Mo Gusbi
body: Hi [@Ang?lica Luz](/t5/user/viewprofilepage/user-id/986290) ,

My default browser is Chrome but the authentication flow goes through Safari.

Safari is still installed and the version is 14.0.2 (16610.3.7.1.9)


author: Ahmed Khalil Bejaoui
body: same same here


author: Ang?lica Luz
body: Thank you for the details and testing.

I reopened the bug below for our dev team to check again what may be causing this issue:

* [Jira app for Mac does not resolve the login process in macOS Big Sur](https://jira.atlassian.com/browse/JRACLOUD-75304)

Please, click on "This affects my team" and also watch to receive updates.


author: Ang?lica Luz
body: Hello [@alexey_rashevskiy](/t5/user/viewprofilepage/user-id/4132560),

Welcome to Atlassian Community!

The issue that you are facing was reported as a bug and it seems resolved now.

* [Jira Mac Native app fails using macOs Big Sur](https://jira.atlassian.com/browse/JSWCLOUD-20865)
* [Jira app for Mac does not resolve the login process in macOS Big Sur](https://jira.atlassian.com/browse/JRACLOUD-75304)

> Just to keep everybody aware, this was a Big Sur bug, and it was fixed on the latest version of Big Sur (Update 10)

Please, make sure everything is updated and if you face any issue, let us know.

Regards,  
Ang?lica

comments: author: Mo Gusbi
body: I am still unable to log in after updating to Big Sur (Version 11.1).

I am getting this after going through the authentication flow.

![Screenshot 2020-12-16 at 11.39.48.png](https://community.atlassian.com/t5/image/serverpage/image-id/122347i10D899D3559054DD/image-size/large?v=v2&px=999 "Screenshot 2020-12-16 at 11.39.48.png")

I have tried removing and reinstalling the app but that has made no difference


author: Ahmed Khalil Bejaoui
body: same here, i though this issue is already fixed but still happening on Big Sur 11.1


author: Souvik Dutta
body: Likewise. Cannot login. Login screen opens in Safari but comes back with the message "We couldn't log you in". Am on the latest BigSur 11.1 and reinstalling the JIRA app did not help. MacBook Pro (16-inch, 2019).


author: James Ryan
body: Exactly the same as listed above --\> Wait a moment and try again

BigSur 11.1


author: stig
body: You might check to see if you have any Safari content blockers that could be interfering with the login process.

I've verified successful logins on two separate Big Sur machines, one that had Jira running prior to Big Sur, and one that never had Jira installed until after Big Sur was installed.


author: Mo Gusbi
body: [@stig](/t5/user/viewprofilepage/user-id/3087110) I can confirm I have no content blockers on my machine

![Screenshot 2021-01-08 at 14.12.36.png](https://community.atlassian.com/t5/image/serverpage/image-id/124710i54F797CBA51D4F28/image-size/large?v=v2&px=999 "Screenshot 2021-01-08 at 14.12.36.png")


author: Luka Kladaric
body: I can confirm that Safari Content Blockers are disabled, and that atlassian.com is whitelisted, and the problem persists.


author: stig
body: Another question, trying to pin down the failure case: was a beta of Big Sur installed on the failing machine at some point?


author: Mo Gusbi
body: No, the BETA was never installed on my machine. In my instance I upgraded from Catalina (10.15.7) to Big Sur (11.1)


author: Luka Kladaric
body: I similarly upgraded from Catalina straight to Big Sur 11.1


author: stig
body: OK, thanks for the information.


author: stig
body: Anyone else on this thread go from 10.15.7 -\> 11.1 instead of 10.15.7 -\> 11.0 -\> 11.1?


author: Alberto Ruis
body: The SMC Reset resolved my issue after upgrading from catalina to Big Sur.   

I found the solution from the ticket that Angelica posted,

\> [Jira app for Mac does not resolve the login process in macOS Big Sur](https://jira.atlassian.com/browse/JRACLOUD-75304)

Here's the Apple Article on how to reset your SMC:  

[How to reset the SMC of your Mac](https://support.apple.com/en-us/HT201295 "How to reset the SMC of your Mac")


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