And no way to change the logging level I guess?
OK... I was expecting something more complex than that...
I agree that there is something quite peculiar about this and there is most likely a pretty weird explanation for it (which I have no idea what it is at this time ).
However, in theory, your logs should provide you with the necessary information to debug this while on his side he only sees the end results of something apparently being mangled...
Since he was able to "fix" his problem by resetting his password and then everything worked (and from what I gather it fixed his problem even where it did not work) it's not like something is continuously mangling what he receives on a specific platform.
It sounds to me that it is more likely that the problem is on your side (or if it is on his you could have provided him with information to track it down) but
I understand your point, this is totally useless..
The only thing I could suggest is to ask the Discourse and Atlassian people (so that you could actually "see" what each one "sees") if there is any way to have more meaningful logging..
I know, Discourse is open source and you probably got a free licence of Atlassian products because of the open source aspect of FreePBX (I don't know if they still do this but I know they used to) but there is quite likely a way to get help and surely there is something that can be done so that the next time something like that happens there is actually a way to track down what is happening.
Now that I see how useless that logging is I understand the answer both of you gave but I also understand the OP frustration since, normally, if Discourse and/or Atlassian Crowd produced more meaningful logging, you should be able to help him with his login problem..
And while I think everyone is entitled to get help in that situation I would understand even more him being frustrated if he is a paying customer which has invested (or had his clients invest) a lot of money in Sangoma's products...
I totally understand everyone's answer given the situation but the question now is are things left as they are currently or can something be done so that the next time this happens the burden of finding out what the problem is (or at least "fixing it" by doing a password reset") doesn't entirely fall on the person which, in theory, has the least information needed to debug it?
(I don't like the "reset password fix" but, when all else fails, at least it provides a "solution" the problem...)
Have a nice day!