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Possible Issues with Atlassian Integrations and How to Resolve Them

If you run into an issue while installing our Jira Сards or the Confuence 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 a 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. Please 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.
    *Note that if you check our IP addresses using nslookup, the results will return our load balancer's addresses which may vary and change over time. 
    * If you also need to whitelist the port numbers we use, they can be found here.
  2. Please 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. Please check the SSL certificate that is active on 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.
    Please also refer to this site if you're having issues related to the chain certificate.



    Application link in
    your Jira is configured
    incorrectly
  1.  You have missed some steps in link or webhook configuration.
  2. You have installed Jira Addon instead of configuring the link for Jira Cards. 
  1. Please try and start from scratch making sure to follow the steps. If you chose to create the webhook manually try creating in automatically.
  2. Please 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.
Please check if the field Jira URL is filled out in the account Settings. Be sure to click Connect.



   Edit icon is not displayed
You use Jira server versions 7.6 or higher.
Edit icon may be not displayed for Jira Server starting from 7.6 due to Security update in this version.


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. Please 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. Please check your SSL certificate. This tool might be helpful. 


Related articles:

Jira Cards

Confluence Server Plugin


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