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Cannot Access MEDITECH Jira Customer Portal - Troubleshooting Steps

If you're having trouble accessing the MEDITECH Atlassian Customer Portal and seeing an error, this article guides you through common troubleshooting steps, including checking the address, browser settings, and contacting support.

If you are a customer of MEDITECH who regularly accesses the Atlassian Jira Customer portal but are now getting an error message, here are a couple of steps you can try. 
Work through these steps systematically. Note which steps you have tried and the outcome of each, as this will help the support team diagnose the issue more efficiently

  1. Check the address you are connecting to in the browser. https://meditechinternational.atlassian.net/servicedesk/customer/portals
  2. Ensure you have a stable internet connection. Try accessing other websites to confirm your internet is working 1 correctly.
  3. Ask a colleague who also has access to the customer portal to confirm they still have access.
  4. Ask MEDITECH to confirm the status of the email address you are using does indeed have access to the customer portal.
  5. Try accessing the customer portal using a different web browser (e.g., Chrome, Firefox, Edge, Safari). This can help determine if the issue is browser-specific
  6. Click on your user avatar in the top right corner and select 'Log out'. Ensure the page refreshes and you are no longer logged in before attempting to log back in..
  7. Log out once again. Go to your browser settings and clear your browsing data, specifically cookies and cached images and files. Be sure to select the option for 'all time' or a similar broad range to ensure a thorough clear. After clearing, restart your browser and try signing in again.
  8. Open your browser in incognito or private browsing mode and try accessing the portal again. This will disable browser extensions and temporary files that might be causing a conflict
  9. If none of the above has solved the issue, contact MEDITECH again and book a 15 minute session with one of the admins so that they review the steps takes and can try to assist you. When booking a 15-minute session, please be prepared to share your screen so the admin can better understand the issue you are encountering.

Please note, due to the security of the MEDITECH Service Desk portal, staff are unable to emulate or use your access credentials and can therefore only guide and assist you through the processes. While these steps often resolve common access issues, there might be other underlying problems that require further investigation by the MEDITECH support team.