Is Atlassian Support Down Right Now? Check if there is a current outage ongoing.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

Atlassian Community (community.atlassian.com) scheduled maintenance window:- Starting at 7:50 PM US Pacific Time, Monday, March 24th- Ending at 10:50 PM US Pacific Time, Monday, March 24thThere might be some downtime during the window and the site could be completely unavailable for about an hour if/when the servers are restarted.

Between 18:55 UTC to 21:00 UTC, we experienced degraded performance for the support.atlassian.com ticket system. The issue has been resolved and the service is operating normally.

We are investigating cases of degraded performance for support.atlassian.com ticket system. This may cause delays in receiving responses from Support tickets. We will provide more details as they are available.

The issue with chat has been resolved and is functional again.

Currently, chat support for all products is offline. The team is actively investigating the incident and working on a fix.

We mistakenly believed there was impact to these services. The service is operating normally.

We have mitigated the problem and continue looking into the root cause. The outage was between 8:08pm 03/07 UTC - 08:31pm 03/07 UTC We are now monitoring closely.

We are investigating an issue with <FUNCTIONALITY IMPACTED> that is impacting <SOME/ALL> Atlassian, Atlassian Partners, Atlassian Support, Confluence, Jira Work Management, Jira Service Management, Jira, Opsgenie, Atlassian Developer, Atlassian (deprecated), Trello, Atlassian Bitbucket, Guard, Jira Align, Jira Product Discovery, Atlas, Atlassian Analytics, and Rovo Cloud customers. We will provide more details within the next hour.

### Summary On June 3rd, between 09:43pm and 10:58 pm UTC, Atlassian customers using multiple product\(s\) were unable to access their services. The event was triggered by a change to the infrastructure API Gateway, which is responsible for routing the traffic to the correct application backends. The incident was detected by the automated monitoring system within five minutes and mitigated by correcting a faulty release feature flag, which put Atlassian systems into a known good state. The first communications were published on the Statuspage at 11:11pm UTC. The total time to resolution was about 75 minutes. ### **IMPACT** The overall impact was between 09:43pm and 10:17pm UTC, with the system initially in a degraded state, followed by a total outage between 10:17pm and 10:58pm UTC. _The Incident caused service disruption to customers in all regions and affected the following products:_ * Jira Software * Jira Service Management * Jira Work Management * Jira Product Discovery * Jira Align * Confluence * Trello * Bitbucket * Opsgenie * Compass ### **ROOT CAUSE** A policy used in the infrastructure API gateway was being updated in production via a feature flag. The combination of an erroneous value entered in a feature flag, and a bug in the code resulted in the API Gateway not processing any traffic. This created a total outage, where all users started receiving 5XX errors for most Atlassian products. Once the problem was identified and the feature flag updated to the correct values, all services started seeing recovery immediately. ### **REMEDIAL ACTIONS PLAN & NEXT STEPS** We know that outages impact your productivity. While we have several testing and preventative processes in place, this specific issue wasn’t identified because the change did not go through our regular release process and instead was incorrectly applied through a feature flag. We are prioritizing the following improvement actions to avoid repeating this type of incident: * Prevent high-risk feature flags from being used in production * Improve the policy changes testing * Enforcing longer soak time for policy changes * Any feature flags should go through progressive rollouts to minimize broad impact * Review the infrastructure feature flags to ensure they all have appropriate defaults * Improve our processes and internal tooling to provide faster communications to our customers We apologize to customers whose services were affected by this incident and are taking immediate steps to address the above gaps. Thanks, Atlassian Customer Support

Between 22:18 UTC to 22:56 UTC, we experienced errors for multiple Cloud products. The issue has been resolved and the service is operating normally.

We are investigating an issue with error responses for some Cloud customers across multiple products. We have identified the root cause and expect recovery shortly.

### Summary Between April 05 at 21:22 and April 6, 2024, at 00:21 UTC, some Atlassian customers were unable to submit support tickets via the Atlassian Support portal. The event was triggered by a failure release of a route configuration for a support form backend service. The changes included a redirection of an API route in a resource file. The incident was detected within one minute by a customer and mitigated by rolling back the configuration change which put Atlassian Support form system into a known good state. The total time to resolution was about three hours and 21 minutes. ### **IMPACT** The overall impact was between April 05 at 21:22 and April 6, 2024, at 00:21 UTC on the Atlassian support portal. The Incident caused service disruption to some customers where they attempted to submit a support case through the online portal. ### **ROOT CAUSE** The issue was caused by a change to a support form backend service resource file.  As a result, the support site could not make online support ticket requests, and the users received support form connectivity errors when attempting to submit the form as well as a banner notification alerting to the system issue.  ### **REMEDIAL ACTIONS PLAN & NEXT STEPS** We know that outages impact your productivity. While we have a number of testing and preventative processes in place, this specific issue wasn’t identified because the change was related to a very specific service descriptor file change that was not covered by our automated continuous deployment suites and tests. We are prioritizing the following improvement actions to avoid repeating this type of incident: * Create additional route configuration automated testing and monitoring * Consider adding deployment / region specific configuration controls to APIs * Create additional endpoint PDV \(post-deployment verification\) monitors for system health * Updates to hot fix deployment pipeline processes to support incident remediation We apologize to customers who were impacted during this incident; we are taking immediate steps to improve the Atlassian Support portal availability. Thanks, Atlassian Customer Support

Between 9:22 PM UTC to 00:35 AM UTC, we experienced an issue for http://support.atlassian.com. The issue has now been resolved and the service is operating normally.

We are investigating issues with customers' ability to submit support tickets. We will provide updates here as we have them. If you have an urgent technical issue, you can reach out to us using the following email addresses: https://confluence.atlassian.com/support/contact-support-temporary-channel-950800787.html

support.atlassian.com/requests intermittent page load issues

Between 4:30AM UTC to 6:00AM UTC, we experienced issues for users attempting to login for Atlassian Support, Confluence, Jira Work Management, Jira Service Management, Jira Software, Opsgenie, Trello, Jira Product Discovery, Compass, and Atlassian Analytics. The issue has been resolved and the service is operating normally.

We are investigating reports of intermittent errors for login to Atlassian Support, Confluence, Jira Work Management, Jira Service Management, Jira Software, Opsgenie, Trello, Jira Product Discovery, Compass, and Atlassian Analytics Cloud customers. We will provide more details once we identify the root cause.

### **SUMMARY** We understand the importance of providing reliable and consistent service to our valued customers. On July 6, 2023, from 03:52 to 15:11 UTC, we experienced an issue with an upgraded version of a third-party tool that functions as our internal artifact management system. Despite our monitoring system identifying the incident within two minutes, this issue led to the degradation of the scaling capabilities of our internal hosting platform, resulting in service degradation or outages for customers of Atlassian cloud. In response to this situation, we are taking immediate measures to enhance the stability of our system and prevent similar issues from re-occurring. ### **IMPACT** This incident affected multiple regions and products due to the diminished scaling capabilities of our internal hosting platform. In most products and offerings, customers faced reduced functionality, slower response times, and limited access to specific features. ### **ROOT CAUSE** The root cause of the incident was the introduction of new functionality in a third-party tool that functions as our internal artifact management system. It led to an unexpected increase in the load on the primary database of the artifact system. Upon identifying and localizing the problem, we promptly adjusted the system configuration to regain stability. ### **REMEDIAL ACTIONS PLAN & NEXT STEPS** Over the next months, we will enact a temporary freeze on non-critical upgrades of the artifact management system, and we will focus our efforts on three high-priority initiatives: 1. **Enhancing system scaling:** We prioritized work ensuring that downtime in a critical infrastructure component does not affect the scaling of other components. We expect to complete this initiative within the next two months. 2. **Reducing interdependencies:** We are working to mitigate the risk of potential cascading failures by ensuring that significant system components are able to operate independently in the case of issues. Initiatives 1 and 2 are already in progress but have been given priority to be completed as soon as possible. 3. **Strengthening testing procedures:** Alongside these initiatives, we are addressing the need for even more stringent testing procedures than we already have in place to prevent potential issues in future updates. We are committed to collaborating closely with our technology partners to ensure the most optimal experience for our customers. We apologize for any inconvenience caused by this incident and appreciate your understanding. Our team is dedicated to continually improving our systems and processes to provide you with the exceptional service you deserve. Thank you for your continued support and trust in us. Sincerely, Atlassian Customer Support

We experienced performance issues and outages for several Atlassian Cloud Products. The issue has been resolved and the service is operating normally.

We have identified the root cause of an issue with an internal infrastructure component that has been impacting multiple Cloud products, including Jira Software, Jira Service Management and Confluence, and customers. This issue had lead to a performance impact and, in some cases, outages. We have implemented a fix to resolve the issue and recovery is in progress.

We are investigating an issue with an internal infrastructure component that is impacting multiple Cloud products, including Jira Software, Bitbucket, Jira Service Management and Confluence, and customers. These issues include performance impact and, in some cases, outages. Users may experience slow loading and uploading of attachments, login issues or inability for new customers to sign up. We have identified the root cause and are actively working on the service recovery.

Between 07:31 UTC to 12:32 UTC, we experienced errors during login for Atlassian Support, Confluence, Jira Work Management, Jira Service Management, Jira Software, Opsgenie, Trello, Atlassian Bitbucket, Atlassian Access, Jira Product Discovery, Compass, and Atlassian Analytics. The issue has been resolved and the service is operating normally.

We have identified the root cause of the errors during login and have mitigated the problem. We are now monitoring closely.

We are investigating reports of errors during login that is impacting some Atlassian Support, Confluence, Jira Work Management, Jira Service Management, Jira Software, Opsgenie, Trello, Atlassian Bitbucket, Atlassian Access, Jira Product Discovery, Compass, and Atlassian Analytics. We have identified the root cause and expect recovery shortly.

We are investigating reports of errors during login for some customers that is impacting some Atlassian Support, Confluence, Jira Work Management, Jira Service Management, Jira Software, Opsgenie, Trello, Atlassian Bitbucket, Atlassian Access, Jira Product Discovery, and Atlassian Analytics Cloud customers. We will provide more details within the next hour.

We are investigating reports of errors during login for some customers that is impacting some Atlassian Support, Confluence, Jira Work Management, Jira Service Management, Jira Software, Opsgenie, Trello, Atlassian Bitbucket, Atlassian Access, Jira Product Discovery, and Atlassian Analytics Cloud customers. We will provide more details within the next hour.

### **SUMMARY** On May 15, 2023, between 02:36 and 04:08 UTC, Atlassian customers using Bitbucket, Confluence, Jira Align, Jira Service Management, Jira Software, Jira Work Management, Jira Product Discovery, and Atlas products with services hosted in the us-west-1 region were impacted by an incident related to the storing and retrieval of data assets, including media, attachments and build artifacts. The event was triggered by a network migration of an internal service as part of an initiative to increase security by hardening partitions between network segments. The incident was detected within three minutes by automated monitoring and mitigated by a rollback of the change which put Atlassian systems into a known good state. The total time to resolution was about one hour and 32 minutes. ### **IMPACT** The impact across products was: * Bitbucket - Bitbucket Pipelines self-hosted builds were failing, access to Git LFS failed and cloud-hosted builds were delayed. * Confluence, Jira Align, Jira Service Management, Jira Software, Jira Work Management, Jira Product Discovery, and Atlas - media capabilities \(images, videos, documents, audio\) were affected and it was not possible to upload, download or view existing media attachments or files. The service disruption lasted for one hour and 32 minutes between May 15, 2023, 02:36 and May 15, 2023, 04:08 UTC and caused service disruption to customers with services hosted in the us-west-1 region. ### **ROOT CAUSE** The issue was caused by an attempted migration of a service to a new network segment. As part of this migration, a DNS record pointing to the old network segment was not updated, which resulted in failure when the old network stack was removed. While we have a number of testing and preventative processes in place, this specific issue wasn’t identified as moving services across network segments is not a regular activity and is difficult to accurately replicate in a test environment. To mitigate against these types of issues, we made this change using blue/green deployment practices but failed to run adequate verification steps before decommissioning the old stack. ### **REMEDIAL ACTIONS PLAN & NEXT STEPS** We are prioritizing the following improvement actions to avoid repeating this type of incident: * Reviewing our systems that decommission service stacks and implementing checks that customer traffic is no longer being served prior to decommissioning the stacks; and * As part of our service network migration process, we are adding steps to identify when there are associated DNS records that require attention. We apologize to customers whose services were impacted during this incident; we are taking immediate steps to improve the platform’s performance and availability. Thanks, Atlassian Customer Support

Between 2023-05-15 02:40 UTC to 2023-05-15 04:09 UTC, we experienced an partial outage for Atlassian Support, Confluence, Jira Work Management, Jira Service Management, Jira Software, Atlassian Bitbucket, and Atlas. The issue has been resolved and the service is operating normally.

We have identified the root cause of the outage and have mitigated the problem. We are now monitoring closely.

We are investigating reports of intermittent errors for <SOME/ALL> Atlassian Support, Confluence, Jira Work Management, Jira Service Management, Jira Software, Atlassian Bitbucket, and Atlas Cloud customers. We will provide more details once we identify the root cause.

Between 2:30 PM UTC to 10:00 PM UTC, we experienced intermittent performance issues for http://support.atlassian.com. The issue has now been resolved and the service is operating normally. Once we complete our internal incident review process, we will publish a more detailed postmortem of what went wrong, along with steps we're taking to prevent this from happening again in the future.

Between 2:30 PM UTC to 10:00 PM UTC, we experienced intermittent performance issues for http://support.atlassian.com. The issue has now been resolved and the service is operating normally. Once we complete our internal incident review process, we will publish a more detailed postmortem of what went wrong, along with steps we're taking to prevent this from happening again in the future.

We are still investigating the issue with Atlassian Support. If you are unable to open a support ticket during this time please use the page https://confluence.atlassian.com/support/contact-support-temporary-channel-950800787.html

We are still investigating this issue. During this time you might not be able to open a support ticket. If you need help, please navigate to https://confluence.atlassian.com/support/contact-support-temporary-channel-950800787.html

We are continuing to investigate this issue.

We are currently investigating an issue with Atlassian Support and correlated services. Some customers may experience slowness or errors during ticket creation.

Knowledge Base and Documentation Search Outage is Resolved.

A patch has been applied to search with positive results. We will continue to monitor.

We are investigating reports of intermittent errors for ALL Atlassian Support Knowledge Base and Documentation users. Root cause looks to be a rotation of API keys. The affected Keys are being updated.

From approximately 14:00 to 15:00 UTC, some support tickets were wrongly reporting the 'Resolved' status when viewed from our Support Channel. The issue was caused by a corrupted cache in our support application and everything should be correct by now.

When viewed through our support channel, some open tickets will be displayed on the "Resolved" status. We're currently investigating this issue and will post more updates soon.

This incident has been resolved.

Email Preferences Center is currently experiencing intermittent issues. We're currently investigating the issue.

The incident has been resolved. If attachments that were uploaded between 08:12 UTC and 09:53 UTC on 18-Jan-2023 are not appearing on your Atlassian support ticket, please re-upload the attachment(s) to your support ticket again.

The incident has been resolved and our engineering teams are actively monitoring this situation.

At the moment, it is not possible to download or view attachments on support tickets. There is an issue with the attachments service on support.atlassian.com. Users are shown an error message "Something went wrong!" and attachments are not loading. Please be advised that this issue only affects support.atlassian.com. Jira Service Management attachment services are working as expected. Our internal services teams are actively working on this incident - they have identified the faulty service and are working towards a resolution. We'll send the next update within the next 4 hours.

Scheduled maintenance completed.

We are temporarily unavailable due to scheduled maintenance.

This incident has been resolved

We are currently investigating an expired certificate for support.atlassian.com. We will provide more details once we identify the root cause.

Maintenance completed.

Maintenance completing.

Currently under scheduled maintenance.

We are currently unavailable due to a scheduled maintenance.

This incident has been resolved.

A fix has been implemented, and we are are monitoring the results

The issue has been identified, and the fix is being implemented.

This incident has been resolved.

Customer Impact: - Customers are not able to log support tickets via support.atlassian.com/contact - Atlassian support are not able correctly service support tickets. Current Status: We are investigating an incident affecting Hydra. We will provide updates via email and StatusPage shortly. Next Steps: - We are currently paging the Hydra team for assistance.

GSAC tickets are getting created post LD update LD has posted an update https://status.launchdarkly.com/incidents/br3ssf4zl33c that they have recovered.

This incident was caused due to an outage to LaunchDarkly which has since recovered and we have gained full capability. LD has posted an update https://status.launchdarkly.com/incidents/br3ssf4zl33c that they have recovered. We will continue to monitor but there are no more failures reported.

We have identified the root cause of errors while submitting support tickets and have mitigated the problem. We are now monitoring closely.

We are investigating an issue with submission of support tickets that is impacting all Atlassian Support Cloud customers. We will provide more details within the next hour.

### **SUMMARY** On March 28, 2022 between 3:18 pm and 5:24 pm UTC, Atlassian customers using the Support Ticket Portal were unable to login to view support tickets. The event was triggered by a configuration change. The incident was detected within 60 minutes by staff and mitigated by restoring data from a database snapshot which put Atlassian systems into a known good state. The total time to resolution was about 2 hours & 6 minutes. ### **IMPACT** The overall impact was between March 28, 2022 between 3:18 pm UTC and March 28, 2022 5:24 pm UTC _affecting the Support Ticket Portal. The incident caused service disruption to customers trying to view support tickets. Customers were still able to respond to support issues through email. The outage only impacted customers trying to access_ [_getsupport.atlassian.com_](http://getsupport.atlassian.com) ### **ROOT CAUSE** The issue was caused by a change to [_getsupport.atlassian.com_](http://getsupport.atlassian.com/). As a result, the support system above could not authenticate new user sessions, and the users received an error when trying to login. ### **REMEDIAL ACTIONS PLAN & NEXT STEPS** We know that outages impact your productivity. We are prioritizing the following improvement actions to avoid repeating this type of incident: * Improve logging and alerting to detect improper configuration changes sooner. * Improve rollout procedures for configuration changes. We apologize to customers whose services were impacted during this incident; we are taking immediate steps to improve the platform’s performance and availability. Thanks, Atlassian Customer Support

Between 15:17 UTC to 17:26 UTC, we experienced Authentication Errors for users attempting to login to our Atlassian Support Portal. The issue has been resolved and the service is operating normally.

We continue to work on resolving the Authentication Errors in the Atlassian Support Portal. We have identified the root cause and expect recovery shortly.

We are investigating an issue with authentication that is impacting our Support Ticket Portal. We will provide more details within the next hour.

### **SUMMARY** On March 14, 2022, between 01:05pm and 01:47pm UTC, some Atlassian customers were unable to login to our products including Trello and Statuspage, and could not access some services including the ability to create support tickets. The underlying cause was a newly introduced configuration data store that did not scale up properly due to a misconfiguration of autoscaling. The incident was detected by Atlassian's automated monitoring system and mitigated by disabling the use of the new configuration datastore which put our systems into a known good state. The total time to resolution was approximately 42 minutes. ### **IMPACT** The overall impact was between March 14 2022, 01:05 PM UTC and March 14, 2022, 01:47 PM UTC across seven products and services. The bug impacted several of the key dependent services which resulted in an outage for end users, leading to failed logins across the following products and services: * **getsupport.atlassian.com** * **confluence.atlassian.com** * **jira.atlassian.com** * **partners-jira.atlassian.com** * **community.atlassian.com** * **manage.statuspage.io** * **trello.com** * **university.atlassian.com** ### **ROOT CAUSE** The issue was caused by an underlying configuration data store based on AWS DynamoDB failing to scale up. During post-setup fine-tuning it was identified that initial values for the read capacity units \(RCUs\) and write capacity units \(RCUs\) were over-provisioned. As a result a decision was made to decrease them however the resulting values proved to be insufficient to handle the increased traffic in our system. ### **REMEDIAL ACTIONS PLAN & NEXT STEPS** We're prioritizing the following improvement actions to avoid repeating this type of incident: * Fix the configuration so that the new configuration data store dynamically scales-up regardless of the size of the incoming traffic. * Conduct more thorough capacity planning and load testing. * Improve the resilience of the system by adding fallbacks to our secondary data store. We apologize to customers whose services were impacted during this incident; we are taking immediate steps to improve the platform’s performance and availability. Thanks, Atlassian Customer Support

On March 14, 2022, between 01:05pm and 01:47pm UTC, some Atlassian customers were unable to login to our products including Trello and Statuspage, and could not access some services including the ability to create support tickets. The underlying cause was a newly introduced configuration data store that did not scale up properly due to a misconfiguration of autoscaling. The incident was detected by Atlassian's automated monitoring system and mitigated by disabling the use of the new configuration datastore which put our systems into a known good state. The total time to resolution was approximately 42 minutes.

The issue has been resolved and the service is now operating normally.

The site is back up and running, we are monitoring for stability.

We are investigating an issue that is impacting university.atlassian.com. Customers trying to view this page would experience a 504 error. We will provide more details within the next hour.

### **SUMMARY** On March 19, 2021, a security researcher participating in our [bug bounty program](https://bugcrowd.com/atlassian) notified Atlassian of a vulnerability in our Edge Networking Infrastructure that allowed specially-crafted HTTP requests to interfere with and disrupt the expected handling of network traffic using a technique known as HTTP request smuggling. This vulnerability affected the following Atlassian cloud products: Jira Work Management, Jira Service Management, Jira Software, Confluence, Bitbucket and Statuspage. We were able to patch the vulnerability on April 16, 2021. Out of an abundance of caution, we began the additional step of invalidating all established user sessions across all Atlassian products between April 16 and April 28, 2021. ### **IMPACT** The HTTP request smuggling vulnerability was not exploited and no credentials were compromised throughout this security incident. In the process of validating our patch for the vulnerability, requests related to four user sessions were mishandled by our networking infrastructure, causing some users to be presented with a page showing the site name \([sitename.atlassian.net](http://sitename.atlassian.net)\) and email address of another user. No other data or information was disclosed to or accessed by unauthorized users during the course of the testing and validation. We have since invalidated all sessions on the affected products. ### **ROOT CAUSE** The root cause was HTTP request smuggling which allowed specially-crafted HTTP requests to interfere with, and disrupt the expected handling of traffic through the load balancers used by Atlassian’s Network Edge. ### **REMEDIAL ACTIONS** Atlassian has a [comprehensive set of security practices](https://www.atlassian.com/trust/security/security-practices) in place to ensure we protect customer information and offer reliable and secure services. However, we also recognize that security incidents may still happen, and it is just as important to have effective methods for handling them. In this case we utilized our security incident response mechanism to: * develop a patch for the smuggling vulnerability * deploy the patch to all production load balancing infrastructure * invalidate all established user sessions. We apologise to our customers that were impacted throughout the duration of this security incident and thank you for your understanding. Thanks, Atlassian Customer Support

Between 15/Apr/21 17:20 AM PDT to 27/Apr/21 10:00 PM PDT, we experienced some cloud customers of Atlassian Support, Confluence, Jira Work Management, Jira Service Management, Jira Software, Opsgenie, Atlassian Developer, Trello, Atlassian Bitbucket, Atlassian Access, and Jira Align were logged out of there account. The issue has been resolved and the service is operating normally.

We are investigating an incident impacting Jira Cloud, Confluence Cloud, Bitbucket Cloud, and Statuspage. During our investigation, users may be logged out of their accounts as we work towards a resolution. We are continuing to investigate and will update this incident with more details as they are available.

Resolved - Between 1:57 to 16:25 UTC, we experienced an outage impacting our support portal. During this time customers were not able to submit support cases through normal channels. The issue has been resolved and the service is operating normally.

Our support portal is currently down. If you have a critical support issue that requires immediate attention (or you need attention on an existing critical ticket), you can contact us using the mail addresses listed on https://confluence.atlassian.com/support/contact-support-temporary-channel-950800787.html. If you have a low urgency ticket, we would ask you to submit the ticket when the portal is back up and thank you for your patience. We commit to prioritizing critical requests and resolving your question as soon as possible. You can follow the status update here. In the meantime, we invite you to have a look at our FAQs page: Customers FAQs Page (https://www.atlassian.com/licensing/purchase-licensing) and Atlassian Partner FAQs Page (https://partners.atlassian.com/display/resources/Purchasing+Resources)

Our support portal is currently down. If you have a critical support issue that requires immediate attention (or you need attention on an existing critical ticket), you can contact us using the mail addresses listed on https://confluence.atlassian.com/support/contact-support-temporary-channel-950800787.html. We commit to prioritizing critical requests and resolving your question as soon as possible. You can follow the status update here. In the meantime, we invite you to have a look at our FAQs page: Customers FAQs Page (https://www.atlassian.com/licensing/purchase-licensing) and Atlassian Partner FAQs Page (https://partners.atlassian.com/display/resources/Purchasing+Resources)

We are continuing to investigate the issue. We will post updates with more details as they are available.

We are continuing to investigate the issue and upscale the instance to improve the performance. We will post updates with more details as they are available.

We do not have a root cause for the degraded performance impacting the support portal. We are investigating and will post updates with more details as they are available.

We've noticed that getsupport.atlassian.com is responding slowly. We are investigating the issue and will update this incident with more details as they are available

Between 19:15 UTC to 20:00 UTC, we experienced an outage for authentication policies, get API tokens, claiming domains, and managed accounts functionality for Atlassian Support and Atlassian Access. The issue has been resolved and the service is operating normally.

We are investigating an issue with authentication policies, get API tokens, claiming domains, and managed accounts that are impacting Atlassian Access and Support. We will provide more details within the next hour

Training porta is working as normal.

We are investigating reports of intermittent errors for some cloud customers using Training portal. We will provide more details once we identify the root cause.

Logged in users' ability to view content and create new content has been restored as of 2021-01-19 17:35 UTC.

A fix has been implemented and we are monitoring the results.

The cause of the issue has been identified. The team is currently making changes to fix it.

We're continuing to investigate this issue. Anonymous or logged out users can navigate pages in Community without issues. Logged in users are still unable to view specific questions, discussions, or articles. They're also unable to create new content.

After the scheduled maintenance, many logged-in users are getting an error when they try to view questions or articles. We are aware of this problem and we are currently investigating what is causing it.

A backup of our system from 2020-12-14 was erroneously restored by our service provider during routine maintenance on 2021-01-03. After identifying the cause of the issue we restored the backup taken before routine maintenance and have restored normal services. Atlassian will be conducting a thorough review with our vendor to ensure that restoration processes are automated in a fashion that will not cause this type of incident to reoccur.

The issue has now been resolved and the service is operating normally.

We are continuing to monitor for any further issues.

The service has been restored for all transactions (such as purchases) prior to 01-03-2021 21:30 UTC. https://training.atlassian.com is available for use. We are still working to restore transactions made between 01-03-2021 21:30 UTC and 2021-01-04 22:50 UTC.

Customers who have purchased or completed courses between 2020-12-14 will no longer see their purchases or completed work. A backup of our system from 2020-12-14 was erroneously restored during routine maintenance. We are in process of restoring a more recent backup. The site will remain down to prevent purchases or activity which may not be restored.

Between 22 Nov 2020 7:14 to 23 Nov 2020 9:53 UTC, we experienced an issue with Insight- Asset Management app failing to load for Jira Service Management. The issue has been resolved and the service is operating normally.

We are currently investigating an issue with Insight - Asset Management app for Jira Service Management Cloud customers. The issue started happening around Sun, 22 Nov 2020 07:14 UTC.

Between 2020-09-14 18:15 UTC to 2020-09-15 19:59 UTC, we experienced an issue accessing Atlassian Support when using IE11. The issue has been resolved and the service is operating normally.

We continue to work on resolving an issue using support.atlassian.com with IE11. We have identified the root cause and expect recovery shortly. All other browsers are not impacted by this issue and can access content or submit support requests at this time. If you are affected and using another browser is not an option, e-mail us! See https://confluence.atlassian.com/support/contact-support-temporary-channel-950800787.html for details.

We continue to work on resolving an issue using support.atlassian.com with IE11. We have identified the root cause and expect recovery shortly. All other browsers are not impacted by this issue and can access content or submit support requests at this time.

We are investigating cases of Internet Explorer 11 users being unable to submit support requests for Atlassian Support Cloud customers. We have identified the root cause and are working on a resolution.

Starting at 2020-07-24 13:09 UTC, some content was unavailable on community.atlassian.com. No data loss occurred and visibility of all content and content-related metrics has been restored as of 2020-07-24 18:50 UTC

The content availability issue has been resolved as of 2020-07-17 8:26 PM UTC and community.atlassian.com is operating normally.

Starting at 2020-07-17 8:47 AM UTC, some content was unavailable on community.atlassian.com. No data loss occurred and visibility of all content and content-related metrics has been restored as of 2020-07-17 5:55 PM UTC. We're actively monitoring the situation with our vendor.

Between approximately 2020-07-15 7:00 AM UTC and 2020-07-15 7:30 PM UTC, some content was unavailable on community.atlassian.com. No data loss occurred and all content and content-related user metrics have been restored. The root cause was a degradation in the indexing service that provides the Community front-end application with content from the database.

The issue with Atlassian Support has been resolved and the service is operating normally.

We have identified the root cause of the intermittent errors and have mitigated the problem. We are now monitoring closely.

We are investigating cases of degraded performance for Atlassian Support Cloud customers. We will provide more details within the next hour.

Between 2020-06-24 18:46 to 2020-06-24 21:28 UTC, we experienced an outage of getsupport.atlassian.com. The issue has been resolved and the service is operating normally.

We believe this outage to be resolved and are now monitoring closely.

We continue to investigate an issue with getsupport.atlassian.com that is impacting all Atlassian Support customers. We will provide more details within the next hour. Customers can create support cases as normal at http://support.atlassian.com/ and reply to existing tickets by email. These will be added to the support system when it is back online. Calls to the Premier and Priority Support phone numbers will go to voicemail for processing after maintenance is complete. https://confluence.atlassian.com/support/atlassian-support-offerings-193299636.html If you require urgent assistance please see https://confluence.atlassian.com/support/contact-support-temporary-channel-950800787.html

We are currently investigating this issue. Customers can create support cases as normal at http://support.atlassian.com/ and reply to existing tickets by email. These will be added to the support system when it is back online. Calls to the Premier and Priority Support phone numbers will go to voicemail for processing after maintenance is complete. https://confluence.atlassian.com/support/atlassian-support-offerings-193299636.html

Our upstream provider has resolved the issue with community.atlassian.com, and both it and confluence.atlassian.com are fully operational.

confluence.atlassian.com has returned to normal operation. We are still working with our upstream provider to restore full access to community.atlassian.com

We have identified the cause of the intermittent problems with confluence.atlassian.com and are working with our upstream provider to resolve the issues with community.atlassian.com

We are investigating an issue serving content for documentation at confluence.atlassian.com and the community.atlassian.com.

We have identified the cause of the degraded performance and taken steps to prevent it from happening again.

We are currently investigating reports of degraded performance of getsupport.atlassian.com

Between 23:45 UTC to 02:19 UTC, some customers experienced intermittent failure connecting to Atlassian Cloud. The root cause was an increased DNS error rate from our infrastructure supplier. The supplier fixed the upstream issue and we have verified that the services have recovered. The conditions that caused the issue have been addressed and we are actively working on a permanent fix. The issue has been resolved and the service is operating normally.

We have identified the root cause of the intermittent failure connecting to Atlassian Cloud for some cloud customers and have mitigated the problem. We are now monitoring closely.

We have identified the root cause of the intermittent failure connecting to Atlassian Cloud for some cloud customers and have mitigated the problem. We are now monitoring closely.

We continue to work on resolving intermittent failure connecting to Atlassian Cloud for some cloud customers. We will provide hourly updates.

We continue to work on resolving intermittent failure connecting to Atlassian Cloud for some cloud customers. We will provide hourly updates.

We are aware that some customers may be experiencing intermittent failure connecting to Atlassian Cloud. We are working with our cloud hosting provider (AWS) to resolve the DNS related errors. We will provide hourly updates.

This incident has been resolved

Service has been restored, we are continuing to monitor the situation for any regression.

We are currently investigating an incident involving all purchasing systems. Currently all customers will be unable to: - sign up for new products. - receive quotes on or purchase market place add-ons. - provision new products or in some cases deactivate users.

Between 07:20 UTC to 08:30 UTC, we experienced slow responses and timeouts on getsupport.atlassian.com. The issue has been resolved and the service is operating normally.

We are investigating an issue with getsupport.atlassian.com. We will provide more details within the next hour.

Between 17:25 UTC to 20:56 UTC, we experienced an outage of jira.atlassian.com. The issue has been resolved and the service is operating normally.

We have identified the potential root cause and have rolled back the related changes. Next update in 1 hour.

We do not have a root cause yet and Jira.atlassian.com is still down. We are investigating and will post updates within the next hour.

We are investigating an issue with jira.atlassian.com that is impacting some customers. We will provide more details within the next hour.

We have mitigated the issue with the support portal contact forms, allowing customers to successfully raise support issues again. Sorry for the inconvenience.

We are currently investigating an issue with the support portal contact form which is not allowing customers to raise new support requests.

We experienced an issue receiving emails to support@atlassian.com between July 23, 21:00 UTC and July 24, 23:45 UTC that may have resulted in updates not reaching our support teams. If you’re waiting on an urgent response, please contact Atlassian Support via https://support.atlassian.com.

We have been able to diagnose the issue and bring confluence.atlassian.com back up into a healthy state. We have confirmed both internally and externally documentation loads successfully. We will continue to monitor the situation, but believe this issue to be resolved.

We're currently investigating an issue in which confluence.atlassian.com is unable to render documentation.

Between 01:09 UTC and 14:58 UTC , some customers would have received duplicate email notifications on some Jira Cloud instances and Atlassian Support Service Desk (getsupport.atlassian.com). The issue has since been resolved and the functionalities are now operating normally.

We identified an issue where duplicate email notifications are sent by some Jira Cloud instances and Atlassian Support Service Desk (getsupport.atlassian.com). We have identified the root cause and mitigated the problem. We are now monitoring closely.