If you run into an issue while installing Jira Сards or the Confluence plugin, this article can help.
Suggestions for Jira
|
Message / issue |
Possible causes |
Steps to resolve the issue |
| Jira URL is not valid / Enter Jira base URL |
1. Your Jira is on a private network / your company firewall blocks external network connections / You are using SSO with your Jira. 2. You use a proxy. 3. There is an issue with your SSL certificate. |
1. Add our NAT Gateway IP address* (52.16.47.17) to the whitelist. Our servers will connect to your network via this static IP address. 2. Configure a reverse proxy allowing us access. Be sure to fill in the Jira URL field in the account settings with the address that we can access (the address may differ from the actual address of your restricted Jira). You may also want to prolong the timeout value on your proxy server. 3. Check the SSL certificate that is active on the Jira server. This tool might be helpful: enter your Jira URL and see the results of the connection check. Example: the certificate may be correct (the Certificate in green) but the server certificate chain may be incomplete (Key exchange in yellow) therefore our system gets a response that the certificate needs to be updated. |
| Application link in your Jira is configured incorrectly |
1. You have missed some steps in the link or webhook configuration. 2. You have installed Jira Addon instead of configuring the link for Jira Cards. |
1. Try and start from scratch making sure to follow the steps. If you chose to create the webhook manually try creating it automatically. 2. Install the Jira Cards integration following this step-by-step instruction. |
| Unexpected behavior during installation |
You use Jira versions 6.4 or lower. |
Our cards will not work with these versions due to this Jira bug. Please update your Jira to the latest version. |
| The Edit card option returns blank window |
You use Jira ver. 7.6 and higher. | Due to security reasons, Atlassian may not allow the content to be embedded in iFrames, which might also affect pop-up windows for editing your Jira cards. You may use these instructions as a workaround. |
| Unable to add Jira cards |
You have created a manual webhook and have not saved the set up information. | Check if the field Jira URL is filled out in the Account Settings. Be sure to click Connect. |
| The Edit icon is not displayed | You use Jira server versions 7.6 or higher. | Edit icon may not be displayed for Jira Server starting from 7.6 due to security update in this version. |
| You get the message: You are not logged in, and do not have the permissions required to act on the selected issue as a guest. Please log in | Unfortunately, due to the way our plugin uses cookies Jira will not allow you to log in from this page. | Log into Jira in another browser tab. |
| During or after the configuration of the Jira Addon you are unable to proceed to the next page at some step | Something in your cookies or cache stops the process. | Clear your browser's memory for the domain atlassian.com and try again. |
Suggestions for Confluence
|
Message / issue |
Possible causes |
Steps to resolve the issue |
| Your Team Key is not accepted |
1. You use a proxy. 2. There is an issue with your SSL certificate. |
1. Add our domain names and our static NAT Gateway IP address (52.16.47.17) to the whitelist. Our servers will connect to your network via this IP address and the Key request should go through successfully. 2. Check your SSL certificate. This tool might be helpful. |