Troubleshoot connections with Jira Software

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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:


Webhooks 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 workspace 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 Atlassian account or workspace 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 the workspace admin to get admin permissions on the repo.

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Issue links take me to Jira unexpectedly

When Jira Software Cloud is connected with Bitbucket Cloud, clicking an issue link in Bitbucket takes you to Jira when you were actually expecting to see key details of the issue displayed in a dialog in Bitbucket.

Possible causes
Actions you can take
  • Your connection between Jira Software Cloud and Bitbucket Cloud still uses the legacy connector.
  • An admin on both the Jira Software and Bitbucket accounts can reconnect Jira and Bitbucket from the 'DVCS accounts' screen:
    1. From the Jira Software dashboard, click the cog (settings) icon and choose Applications.
    2. Choose DVCS accounts, under 'Applications' on the left.
    3. Click the Link Bitbucket Cloud account button.
    4. Follow the onscreen instructions: make sure to select the correct Bitbucket user account before clicking Grant Access.

Note: This will simply re-connect Jira Software and Bitbucket – it won't cause any data to be lost.

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Last modified on Jun 24, 2020

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