User fails to login Bitbucket server application post OS update

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Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.

Support for Server* products will end after 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


Admin user couldn't login to Bitbucket server application after OS update. The login fails with error Authentication failed because the user does not exist, the account is inactive, or the provided credentials are incorrect. 
The issue may be seen for multiple users coming from either Bitbucket internal directory or external LDAP directory.


Bitbucket Data Center: 7.11.2. Is applicable for any supported Bitbucket version.

Database:  Postgresql

Open SUSE Linux update from 15.2 to 15.3 that upgraded glibc version to 2.31

Is applicable to any OS update that involved glibc version upgrade >=2.28. 


  • Using Bitbucket lockout recovery process, reset the password for admin user account to fix the problem. The admin user account may not be found. When tried to open user profile, a 404 error is seen in Bitbucket server UI.
  • Navigating to users in Bitbucket server UI in recovery mode, their last authenticated time is not displayed. 
  • Create a temporary test admin user in recovery mode to login to Bitbucket UI. Bitbucket can be successfully accessed by original "admin user" post creating temporary admin user. Last authenticated time for users is also displayed.


The potential root cause is the upgrade of glibc version to >=2.28 that cause issues with the search in database itself. More details can be found in PostgreSQL - glibc upgrade.


  • If issue happens with external user directory, remove the directory and add it once again. It will trigger the rebuild of the index on the user management tables
  • Trigger the reindex on the whole schema manually. 


Last modified on Aug 18, 2023

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