Summary

Admin user couldn't log in to Bitbucket server application after OS update. The login fails with the 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 the Bitbucket internal directory or external LDAP directory.

Environment

• Bitbucket Data Center: Any supported Bitbucket version.
• Database:  PostgreSQL.
• OS update on the database server that involves a glibc version upgrade >= 2.28. 

Diagnosis

• Using Bitbucket lockout recovery process, reset the password for the admin user account to fix the problem. The admin user account may not be found. When trying 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 log in to Bitbucket UI. Bitbucket can be successfully accessed by the original "admin user" post creating a temporary admin user. The last authenticated time for users is also displayed.

Cause

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

Solution

1. Stop the Bitbucket Data Center cluster.

2. Reindex the Bitbucket database schema: 

   REINDEX SCHEMA <SCHEMA_NAME>

3. Start the Bitbucket Data Center cluster.
4. If there's LDAP connector is configured, a full sync will happen after a restart - make sure this finishes successfully.
5. Verify if the issue still persists.