- Sign-in message displayed when already signed in
- Manual installation fails
- Data sync fails with
Invalid JWT
-
Failed to update the GitLab instance
Failed to link group
Failed to load Jira Connect Application ID
Missing required parameter: client_id
- Error:
Failed to sign in to GitLab
Troubleshooting GitLab for Jira Cloud app administration
When administering the GitLab for Jira Cloud app, you might encounter the following issues.
For user documentation, see GitLab for Jira Cloud app.
Sign-in message displayed when already signed in
You might get the following message prompting you to sign in to GitLab.com when you’re already signed in:
You need to sign in or sign up before continuing.
The GitLab for Jira Cloud app uses an iframe to add groups on the settings page. Some browsers block cross-site cookies, which can lead to this issue.
To resolve this issue, set up OAuth authentication.
Manual installation fails
You might get one of the following errors if you’ve installed the GitLab for Jira Cloud app from the official marketplace listing and replaced it with manual installation:
The app "gitlab-jira-connect-gitlab.com" could not be installed as a local app as it has previously been installed from Atlassian Marketplace
The app host returned HTTP response code 401 when we tried to contact it during installation. Please try again later or contact the app vendor.
To resolve this issue, disable the Jira Connect Proxy URL setting.
-
In GitLab 15.7:
- Open a Rails console.
- Execute
ApplicationSetting.current_without_cache.update(jira_connect_proxy_url: nil)
.
-
In GitLab 15.8 and later:
- On the left sidebar, at the bottom, select Admin.
- On the left sidebar, select Settings > General.
- Expand GitLab for Jira App.
- Clear the Jira Connect Proxy URL text box.
- Select Save changes.
If the issue persists, verify that your self-managed GitLab instance can connect to
connect-install-keys.atlassian.com
to get the public key from Atlassian.
To test connectivity, run the following command:
# A `404 Not Found` is expected because you're not passing a token
curl --head "https://connect-install-keys.atlassian.com"
Data sync fails with Invalid JWT
If the GitLab for Jira Cloud app continuously fails to sync data from a self-managed GitLab instance,
a secret token might be outdated. Atlassian can send new secret tokens to GitLab.
If GitLab fails to process or store these tokens, an Invalid JWT
error occurs.
To resolve this issue on your self-managed GitLab instance:
- Confirm your self-managed GitLab instance is publicly available to:
- GitLab.com (if you installed the app from the official Atlassian Marketplace listing).
- Jira Cloud (if you installed the app manually).
-
Ensure the token request sent to the
/-/jira_connect/events/installed
endpoint when you install the app is accessible from Jira. The following command should return a401 Unauthorized
:curl --include --request POST "https://gitlab.example.com/-/jira_connect/events/installed"
- If your self-managed GitLab instance has SSL configured, check your certificates are valid and publicly trusted.
Depending on how you installed the app, you might want to check the following:
-
If you installed the app from the official Atlassian Marketplace listing, switch between GitLab versions in the GitLab for Jira Cloud app:
- In Jira, on the top bar, select Apps > Manage your apps.
- Expand GitLab for Jira (gitlab.com).
- Select Get started.
- Select Change GitLab version.
- Select GitLab.com (SaaS), then select Save.
- Select Change GitLab version again.
- Select GitLab (self-managed), then select Next.
- Select all checkboxes, then select Next.
- Enter your GitLab instance URL, then select Save.
If this method does not work, submit a support ticket if you’re a Premium or Ultimate customer. Provide your GitLab instance URL and Jira URL. GitLab Support can try to run the following scripts to resolve the issue:
# Check if GitLab.com can connect to the self-managed instance checker = Gitlab::TcpChecker.new("gitlab.example.com", 443) # Returns `true` if successful checker.check # Returns an error if the check fails checker.error
# Locate the installation record for the self-managed instance installation = JiraConnectInstallation.find_by_instance_url("https://gitlab.example.com") # Try to send the token again from GitLab.com to the self-managed instance ProxyLifecycleEventService.execute(installation, :installed, installation.instance_url)
-
If you installed the app manually:
- Ask Jira Cloud Support to verify that Jira can connect to your self-managed GitLab instance.
- Reinstall the app. This method might remove all synced data from the Jira development panel.
Failed to update the GitLab instance
When you set up the GitLab for Jira Cloud app, you might get a Failed to update the GitLab instance
error after you enter your self-managed instance URL.
To resolve this issue, ensure all prerequisites for your installation method have been met:
- Prerequisites for connecting the GitLab for Jira Cloud app
- Prerequisites for installing the GitLab for Jira Cloud app manually
If you have configured a Jira Connect Proxy URL and the problem persists after checking the prerequisites, review Debugging Jira Connect Proxy issues.
If you’re using GitLab 15.8 and earlier and have previously enabled both the jira_connect_oauth_self_managed
and the jira_connect_oauth
feature flags, you must disable the jira_connect_oauth_self_managed
flag
due to a known issue. To check for these flags:
- Open a Rails console.
-
Execute the following code:
# Check if both feature flags are enabled. # If the flags are enabled, these commands return `true`. Feature.enabled?(:jira_connect_oauth) Feature.enabled?(:jira_connect_oauth_self_managed) # If both flags are enabled, disable the `jira_connect_oauth_self_managed` flag. Feature.disable(:jira_connect_oauth_self_managed)
Debugging Jira Connect Proxy issues
If you set Jira Connect Proxy URL to https://gitlab.com
when you
set up your instance, you can:
- Inspect the network traffic in your browser’s development tools.
- Reproduce the
Failed to update the GitLab instance
error for more information.
You should see a GET
request to https://gitlab.com/-/jira_connect/installations
.
This request should return a 200 OK
, but it might return a 422 Unprocessable Entity
if there was a problem.
You can check the response body for the error.
If you cannot resolve the issue and you’re a GitLab customer, contact GitLab Support for assistance. Provide GitLab Support with:
- Your self-managed instance URL.
- Your GitLab.com username.
- Optional. The
X-Request-Id
response header for the failedGET
request tohttps://gitlab.com/-/jira_connect/installations
. - Optional. A HAR file
you’ve processed with
harcleaner
that captures the issue.
GitLab Support can then investigate the issue in the GitLab.com server logs.
GitLab Support
Each GET
request made to the Jira Connect Proxy URL https://gitlab.com/-/jira_connect/installations
generates two log entries.
To locate the relevant log entries in Kibana, either:
-
If you have the
X-Request-Id
value or correlation ID for theGET
request tohttps://gitlab.com/-/jira_connect/installations
, the Kibana logs should be filtered forjson.meta.caller_id: JiraConnect::InstallationsController#update
,NOT json.status: 200
andjson.correlation_id: <X-Request-Id>
. This should return two log entries. -
If you have the self-managed URL for the customer:
- The Kibana logs should be filtered for
json.meta.caller_id: JiraConnect::InstallationsController#update
,NOT json.status: 200
andjson.params.value: {"instance_url"=>"https://gitlab.example.com"}
. The self-managed URL must not have a leading slash. This should return one of the log entries. - Add the
json.correlation_id
to the filter. - Remove the
json.params.value
filter. This should return the other log entry.
- The Kibana logs should be filtered for
For the first log:
-
json.status
is422 Unprocessable Entity
. -
json.params.value
should match the self-managed GitLab URL[[FILTERED], {"instance_url"=>"https://gitlab.example.com"}]
.
For the second log, you might have one of the following scenarios:
- Scenario 1:
-
json.message
,json.jira_status_code
, andjson.jira_body
are present. -
json.message
isProxy lifecycle event received error response
or similar. -
json.jira_status_code
andjson.jira_body
might contain the response received from the self-managed instance or a proxy in front of the instance. - If
json.jira_status_code
is401 Unauthorized
andjson.jira_body
is(empty)
:-
Jira Connect Proxy URL might not be set to
https://gitlab.com
. - The self-managed instance might be blocking outgoing connections. Ensure that your
self-managed instance can connect to both
connect-install-keys.atlassian.com
andgitlab.com
. - The self-managed instance is unable to decrypt the JWT token from Jira. From GitLab 16.11,
the
exceptions_json.log
contains more information about the error. -
If a reverse proxy is in front of your self-managed instance, the
Host
header sent to the self-managed instance might not match the reverse proxy FQDN. Check the Workhorse logs on the self-managed instance:grep /-/jira_connect/events/installed /var/log/gitlab/gitlab-workhorse/current
The output might contain the following:
{ "host":"gitlab.mycompany.com:443", // The host should match the reverse proxy FQDN entered into the GitLab for Jira Cloud app "remote_ip":"34.74.226.3", // This IP should be within the GitLab.com IP range https://docs.gitlab.com/ee/user/gitlab_com/#ip-range "status":401, "uri":"/-/jira_connect/events/installed" }
-
Jira Connect Proxy URL might not be set to
-
- Scenario 2:
-
json.exception.class
andjson.exception.message
are present. -
json.exception.class
andjson.exception.message
contain whether an issue occurred while contacting the self-managed instance.
-
Failed to link group
When you link a group, you might get the following error:
Failed to link group. Please try again.
This error can be returned for multiple reasons.
-
A
403 Forbidden
can be returned if the user information cannot be fetched from Jira because of insufficient permissions. To resolve this issue, ensure the Jira user that installs and configures the app meets certain requirements. -
This error might also occur if you use a rewrite or subfilter with a reverse proxy. The app key used in requests contains part of the server hostname, which some reverse proxy filters might capture. The app key in Atlassian and GitLab must match for authentication to work correctly.
-
This error can happen if the GitLab instance was initially misconfigured when the GitLab for Jira Cloud app was first installed. In this case, data in the
jira_connect_installation
table might need to be deleted. Only delete this data if you are sure that no existing GitLab for Jira app installations need to be kept.- Uninstall the GitLab for Jira Cloud app from any Jira projects.
-
To delete the records, run this command in the GitLab Rails console:
JiraConnectInstallation.delete_all
Failed to load Jira Connect Application ID
When you sign in to the GitLab for Jira Cloud app after you point the app to your self-managed instance, you might get the following error:
Failed to load Jira Connect Application ID. Please try again.
When you check the browser console, you might also see the following message:
Cross-Origin Request Blocked: The Same Origin Policy disallows reading the remote resource at https://gitlab.example.com/-/jira_connect/oauth_application_id. (Reason: CORS header 'Access-Control-Allow-Origin' missing). Status code: 403.
To resolve this issue:
-
Ensure
/-/jira_connect/oauth_application_id
is publicly accessible and returns a JSON response:curl --include "https://gitlab.example.com/-/jira_connect/oauth_application_id"
-
If you installed the app from the official Atlassian Marketplace listing, ensure Jira Connect Proxy URL is set to
https://gitlab.com
with no trailing slash.
Missing required parameter: client_id
When you sign in to the GitLab for Jira Cloud app after you point the app to your self-managed instance, you might get the following error:
Missing required parameter: client_id
To resolve this issue, ensure all prerequisites for your installation method have been met:
- Prerequisites for connecting the GitLab for Jira Cloud app
- Prerequisites for installing the GitLab for Jira Cloud app manually
Error: Failed to sign in to GitLab
When you sign in to the GitLab for Jira Cloud app after you point the app to your self-managed instance, you might get the following error:
Failed to sign in to GitLab
To resolve this issue, ensure the Trusted and Confidential checkboxes are cleared in the OAuth application created for the app.