Problems with logging in because of missing headers or cookies
Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.
Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Problem
The Jira Data Center and Server mobile app shows one of the following errors when user tries to log in or connect the app to an existing Jira site, or displays a desktop version of Jira after logging in.
Can't connect to your site
This could be because the URL is wrong, you need to use a VPN, or <url> is unavailable.
Can't check compatibility
A custom filter may be preventing unauthenticated requests to your server. Talk to your admin to resolve this.
Your site is unavailable or you need to connect to your VPN or network to access it.
We're missing something
This app needs Jira 8.3 or later.
If you’re already running Jira 8.3, ask your admin to install or enable the Jira mobile plugins so you can use this app.
Cause
Problems with logging in often occur if you’re using a proxy server, which might modify the response returned to the mobile app. If the response doesn’t include all headers or cookies required by the app, you either won’t be able to log in at all or will see a desktop version of Jira instead of the mobile one.
Diagnosis
To check which headers are returned by the mobile app, you can make a HEAD request with the URL.
- For earlier versions of the mobile app and mobile plugin (up to Jira 8.10), allowlist
<jira-base-url>/server-info.
curl -I http://jira.cluster.com/jdc/server-info- For latest versions (from Jira 8.10), allowlist
<jira-base-url>/rest/nativemobile/1.1/info/login.
curl -I http://jira.cluster.com/jdc/rest/nativemobile/1.1/info/loginSolution
Update
You no longer need to allowlist headers if you're using the latest version of the mobile app and mobile plugin for Jira (bundled in Jira 8.10 and later). You still need to allowlist cookies, as described below.Headers: Allowlist the following headers on your proxy server. Not all of them might be required in your specific version (some were added only in later Jira versions), but it’s safer to just allowlist all of them.
push-notification-enabled: true x-arequestid: <string e.g. 57x13275079x1> instance-name: <name> jira-base-url: <base-url> mobile-plugin-version: <version> mobile-login-url: <string> new-create-metadata-api: <boolean> mobile-app-disabled: <boolean> mobile-plugin-enabled: <boolean> jira-build-number: <integer>- Cookies: Allowlist the following cookie on your proxy server. It can assume the true or false value.
authenticated
To configure the allowlist, you need to modify the proxy configuration file. P.E. If using Nginx, there is a configuration file called "nginx.conf" which is the one you can configure the headers.
Using Jira 8.9.1 or later?
If you're using Jira 8.9.1 or later, this problem might be related to a bug we've recently discovered. We're planning to release the fix in the mobile app versions 1.11.x (iOS) and 0.12.1 (Android), but until then you can work around this problem by enabling a dark feature or contacting our Support team for help. For more info on what you should do, see JRASERVER-71175