Troubleshoot connections with JIRA applications

This page describes how you can identify and correct connection errors between Bitbucket Cloud and JIRA Cloud.

If you want to set up a new connection, see Connect Bitbucket Cloud to JIRA Cloud

This page covers the following error scenarios:

 

Web hooks not installed

We couldn't add a post commit hook while connecting with the JIRA application.

Read more about webhooks in Bitbucket Cloud.

Possible causes
Actions you can take
  • You don't have admin permissions on the Bitbucket Cloud repo
  • Talk to a Bitbucket Cloud admin. They can use the URL from the warning dialog to add the webhook manually.
  • Talk to your team admin to get admin permissions on the repo.

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OAuth error

INVALID CREDENTIALS

We couldn't refresh the account when you clicked Refresh Account because the OAuth credentials were incorrect or no longer exist.

Possible causes
Actions you can take
  • OAuth credentials were deleted or changed in Bitbucket Cloud
  • OAuth credentials were changed in the JIRA application, using incorrect details
  • Recreate the OAuth token in Bitbucket Cloud.
  • Re-enter the OAuth credentials in the JIRA application.
  • Scopes were changed in Bitbucket Cloud
  • Check that the OAuth credential scopes in Bitbucket Cloud are correct.

 

  • If the actions above fail to solve the problem, you can recreate the account.

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Refresh failed

REFRESH FAILED

We couldn't refresh the account when you clicked Refresh Account.

Possible causes
Actions you can take
  • Bitbucket Cloud is unavailable
  • Try again later.
  • Your Bitbucket Cloud or GitHub account has been disabled

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Sync error

SYNC ERROR

We couldn't sync the repository when you clicked Sync repo.

Possible causes
Actions you can take
  • The Bitbucket Cloud account or team account has been renamed
  • The repo has been deleted, renamed or moved
  • The repo slug has been changed
  • OAuth credentials were deleted in Bitbucket Cloud
  • If the repo has been deleted in Bitbucket Cloud, you'll need to delete the repository from the list.
  • If the repo has been changed in Bitbucket Cloud, then delete the repo from the list and then re-add it.
  • Your Bitbucket Cloud or GitHub account has been disabled

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Connection is not fully completed

We couldn't add a post commit hook while connecting with the JIRA application.

Read more about webhooks in Bitbucket Cloud.

Possible causes
Actions you can take
  • You don't have admin permissions on the Bitbucket Cloud repo
  • Talk to a Bitbucket Cloud admin. They can use the URL from the warning dialog to add the webhook manually.
  • Talk to your team admin to get admin permissions on the repo.

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