Resolving the 'Error retrieving ID token' in Jira Cloud for Outlook Add-On
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
Users of the Jira Cloud for Outlook add-on may encounter an error message stating "Error retrieving ID token" accompanied by a code "FAILED_TO_GET_ID_TOKEN." This issue typically originates from the Microsoft platform rather than the Jira application itself. Below, we outline the steps for diagnosing the problem, identifying its cause, and implementing a solution to resolve the error effectively.
Environment
Jira Cloud
Diagnosis
When users experience the "Error retrieving ID token" message, it indicates a failure in the process of identifying an Outlook user through a Microsoft API call. The error message may look like this:
{
"message": "Error retrieving ID token",
"code": "FAILED_TO_GET_ID_TOKEN",
"details": {
"message": "Internal protocol error: '-2147467259'.",
"code": 9017
}
}
This error occurs before interactions with the Jira application, highlighting that the issue lies within the Microsoft platform
Cause
The root cause of this error is a failure in the Microsoft platform's authentication process. Specifically, the add-on is unable to generate an ID token required to identify the Outlook user. This issue is not specific to the Jira add-on but can affect other add-ons as well, indicating a broader problem with the Microsoft authentication infrastructure or configuration.
Solution
To resolve the "Error retrieving ID token" issue, follow these steps:
Test with Another Add-on:
Install another add-on from the Microsoft AppSource into your Outlook.
If this new add-on also experiences the same error, it indicates a problem with the Microsoft authentication process rather than the Jira add-on.
Consult IT Administrators:
If the problem persists, contact your IT administrators for further assistance. The issue might require changes in your organization's Microsoft authentication settings or policies.
Provide them with technical resources, such as the following Stack Overflow discussions, to facilitate troubleshooting:
Verify Add-on Requirements:
Ensure that your environment meets all the necessary requirements for running Outlook add-ons. This includes verifying supported versions of Outlook and ensuring that any necessary permissions or configurations are correctly set up.
Work with Microsoft Support:
If the internal IT team is unable to resolve the issue, consider reaching out to Microsoft Support for further assistance. They can provide in-depth analysis and support specific to Microsoft platform issues.
By following these steps, you should be able to address the "Error retrieving ID token" problem effectively. This approach ensures that both technical and non-technical users can follow the guidance to identify and resolve the issue, leveraging internal IT expertise and available online resources when necessary.