When creating a new sync or updating connection details for an existing one, you get an authentication conflict after entering the base URL and synchronization user credentials:
This problem can have multiple root causes – they are listed here in order of likeliness.
Troubleshoot your synchronization by checking them in order.
Sync user password/base URL is incorrect
Make sure that:
- The Sync User field contains the sync user's Jira username
- The base URL is written fully, including the http:// prefix (see above screenshot for an example)
- If you are syncing with a Jira Cloud instance, generate an API token for the cloud instance's sync user and enter this in the password field rather than the password
Sync user requires two-factor authentication
Backbone is not able to use a synchronization user that requires two-factor authentication to log in.
Deactivate two-factor authentication for your sync user
Captcha required for synchronization user
It's possible that the synchronization user cannot log in because a Captcha is required – this is probably because the credentials had been entered wrong before or have changed in the meantime, causing multiple failed logins.
- Log in as your sync user, enter the Captcha, and then log out again
- If the problem reoccurs, login as an administrator and reset the failed login count for the sync user. Furthermore make sure the password is set correctly for your sync user in all synchronizations which are using this user
For the sync user, we suggest setting the 'Maximum Authentication Attempts Allowed' setting to 5, to reduce the likelihood of this happening.
Active directory or Atlassian Crowd is set up incorrectly
Another possible cause is that in your Active Directory/Atlassian Crowd config, your sync user has a different username and password to what you think.
- Check that in your Active Directory/Atlassian Crowd configuration, the sync user has the expected credentials
DNS problems due to misconfiguration
- Follow the steps in this article to fix your DNS issues
Proxy is configured incorrectly
An incorrectly configured proxy can cause problems with the connection.
- Reconfigure your proxy using information from this article
In server ↔ cloud scenarios: further firewall exceptions required
Your firewall may be set up so that only an access to the cloud instance is allowed. This will fail, as we need to check the license with our cloud add-on.
- Allow your Jira Server to access https://backbone-issue-sync.addons.k15t.com
SSL connection errors or 'Received fatal alert: handshake_failure'
This error message usually appears when syncing a Jira server instance with a Jira cloud instance. It means the SSL settings in Java are not correctly setup on your server where Jira is running. Hence, Backbone can not connect to either your Jira cloud instance or Backbone's API under https://backbone-issue-sync.addons.k15t.com. There can be multiple reasons for this problem. Here is an answer how to check Java's cipher settings: https://stackoverflow.com/a/47566602/4831297 We also suggest to checkout the SSL test results from ssllabs.com for Backbone's API, so you can setup your cipher settings accordingly.
Still not working? Please open a support request
If none of the above steps worked, send an email to email@example.com and our support team will be glad to help you further.