Troubleshooting GitLab for Jira Cloud app administration (FREE SELF)

When administering the GitLab for Jira Cloud app for self-managed instances, you might encounter the following issues.

For GitLab.com, see GitLab for Jira Cloud app.

Browser displays a sign-in message 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 an error if you have 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

To resolve this issue, disable the Jira Connect Proxy URL setting.

In GitLab 15.7:
1. Open a Rails console.
2. Execute ApplicationSetting.current_without_cache.update(jira_connect_proxy_url: nil).
In GitLab 15.8 and later:
1. On the left sidebar, at the bottom, select Admin Area.
2. On the left sidebar, select Settings > General.
3. Expand GitLab for Jira App.
4. Clear the Jira Connect Proxy URL text box.
5. Select Save changes.

Data sync fails with `Invalid JWT` error

If the GitLab for Jira Cloud app continuously fails to sync data, it may be due to an outdated secret token. Atlassian can send new secret tokens that must be processed and stored by GitLab. If GitLab fails to store the token or misses the new token request, an Invalid JWT error occurs.

To resolve this issue on GitLab self-managed, follow one of the solutions below, depending on your app installation method.

If you installed the app from the official marketplace listing:
1. Open the GitLab for Jira Cloud app on Jira.
2. Select Change GitLab version.
3. Select GitLab.com (SaaS).
4. Select Change GitLab version again.
5. Select GitLab (self-managed).
6. Enter your GitLab instance URL.
7. Select Save.
If you installed the GitLab for Jira Cloud app manually:
- In GitLab 14.9 and later:
  - Contact the Jira Software Cloud support and ask to trigger a new installed lifecycle event for the GitLab for Jira Cloud app in your group.
- In all GitLab versions:
  - Re-install the GitLab for Jira Cloud 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:

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 are using a self-managed GitLab instance and you have configured https://gitlab.com for the Jira Connect Proxy URL when setting up the OAuth authentication, you can inspect the network traffic in your browser's development tools while reproducing the Failed to update the GitLab instance error to see a more precise error.

You should see a GET request to https://gitlab.com/-/jira_connect/installations.

This request should return a 200 status code, but it can return a 422 status code if there was a problem. The response body can be checked for the error.

If you cannot resolve the problem and you are a GitLab customer, contact GitLab Support for assistance. Provide GitLab Support with:

Your GitLab self-managed instance URL.
Your GitLab.com username.
If possible, the X-Request-Id response header for the failed GET request to https://gitlab.com/-/jira_connect/installations.
Optional. A HAR file that captured the problem.

The GitLab Support team can then look up why this is failing in the GitLab.com server logs.

Process for GitLab Support

NOTE: These steps can only be completed by GitLab Support.

In Kibana, the logs should be filtered for json.meta.caller_id: JiraConnect::InstallationsController#update and NOT json.status: 200. If you have been provided the X-Request-Id value, you can use that against json.correlation_id to narrow down the results.

Each GET request to the Jira Connect Proxy URL https://gitlab.com/-/jira_connect/installations generates two log entries.

For the first log:

json.status is 422.
json.params.value should match the GitLab self-managed URL [[FILTERED], {"instance_url"=>"https://gitlab.example.com"}].

For the second log:

json.message is Proxy lifecycle event received error response or similar.
json.jira_status_code and json.jira_body might contain details on why GitLab.com wasn't able to connect back to the self-managed instance.
If json.jira_status_code is 401 and json.jira_body is empty, this might indicate that the Jira Connect Proxy URL is not set to https://gitlab.com.

`Failed to link group`

After you connect the GitLab for Jira Cloud app for self-managed instances, you might get one of these errors:

Failed to load Jira Connect Application ID. Please try again.

Failed to link group. Please try again.

When you check the browser console, you might 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.

403 status code is returned if the user information cannot be fetched from Jira because of insufficient permissions.

To resolve this issue, ensure that the Jira user that installs and configures the GitLab for Jira Cloud app meets certain requirements.