How to Troubleshoot Connector Authentication Issues

Published Date: May 28, 2025
Validated: Yes
Audience: Everyone
Products and Versions Covered:
• Jama Connect Interchange™ version(s)
• JCI Module: ReqIF, Excel Functions, Jira Cloud, Jira Data Center

Summary

This article explains how to resolve authentication and connection issues when creating Jira Data Center, Jira Cloud, or Self-Hosted connectors in Jama Connect Interchange™ (JCI). Users may encounter errors such as "Unable to resolve URL" or "Credentials are incorrect". These errors often occur due to incorrect credentials, formatting issues, or SSL certificate validation problems. By following the guidance in this article, users will understand how to verify credentials, format information correctly, and configure trusted certificates for successful connector setup.

Resolution

Jira Data Center Connectors

Verify credentials
- Log in directly to Jira Data Center using the same username and password to ensure they are correct.
Check URL and credentials formatting
- Remove any leading or trailing spaces when pasting the URL or credentials into the Connector window.

Jira Cloud Connectors

Check URL, username, and API token
- Ensure no leading or trailing spaces exist.
Use full email for username
- Enter the complete email address (e.g., firstinitiallastname@jamasoftware.com) rather than just the username.
Generate API token correctly
- Make sure you are logged in as the correct Jira user when creating the API token.

Self-Hosted Connectors

If the connection succeeds when Verify SSL is unchecked but fails with "Unable to resolve URL" when checked, the JCI server’s certificate must be added to Jama Connect’s Trusted Certificates.
Ensure the full PEM certificate chain is included for proper SSL validation.

Additional Resources

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