Summary

This document outlines some of the possible problems and troubleshooting options when connecting to Enterprise Insights.

A variety of tools can be used to connect directly to Enterprise Insights, like Azure Data Studio, SQL Server Management Studio (SSMS), Power BI Desktop, and Tableau Desktop. 

To access EI, the user must:

• Connect from an allowed IP address

  • Typically from a corporate VPN IP range that's been approved by Atlassian

• Have a valid user (Azure AD or SQL Server user), with the correct authentication method

The connection problems usually happen when any of the above requisites are not met and could present errors like a connection timeout, a firewall error, or a user authentication failure.

Environment

Jira Align

Solution

When troubleshooting the connection issues, as the first steps, check that you're connected to your company's VPN, ping the database gateway to make sure the server is being correctly resolved from your machine, and double-check the connection settings of your preferred tool (Note that this guide is for SQL Authentication users, and not Azure Active Directory (AAD), so the authentication method may be different).

collect your external (public) IP address:

• For Linux Environment → curl ifconfig.me/ip

• For Windows Environment → using Powershell as Admin run → Invoke-RestMethod -Uri "https://ifconfig.me/ip"

Then reach out to your Enterprise Insights admin to check whether:

• Your IP address is within the allowed range
• You're using the correct username
• And you are connecting to the correct database name and address

The outgoing port used to connect to the database may be blocked, use the following commands to check if your machine can generally connect to the database gateway:

telnet <host> 1433

test-netconnection <host> -port 1433

'TcpTestSucceeded = True' indicates a successful connection via port 1433. If the connection cannot be established via port 1433, please reach out to your network admin to help open this outgoing port or troubleshoot this further.

On Mac or Linux you can also try the following in the terminal:

nc -zv <host> 1433

Next Steps

If you would like to add a new IP address or IP range, or if the above steps appear correct but you're still unable to connect, please reach out to Jira Align Support.

Further reference

Jira Align - Troubleshoot your connection to Enterprise Insights