How to Troubleshoot JCI Connector Authentication Issues

Author: Amanda Jennewein

Date: May 28, 2025

Audience: Self-hosted Customers having issues with Jama Connect Interchange connectors

Environmental details: Self-hosted Customers having issues with Jama Connect Interchange connectors

Summary

When I attempt to create a Jira Data Center or Jira Cloud Connector, I receive a message like "Unable to resolve URL" or "Credentials are incorrect."

For basic authentication, try logging directly into Jira Data Center using the same username and password to ensure the credentials are correct.
Please ensure no leading or trailing spaces when pasting the URL and credentials into the Connector window.

Please ensure no leading or trailing spaces exist in the pasted URL, username, or API token.
For the username, please make sure you enter the complete email address for the user (e.g., firstinitiallastname@jamasoftware.com, not just firstinitiallastname).
Please ensure you are logged in to Jira as the correct user when generating the API token.

- Suppose you can successfully connect when the Verify SSL option is unchecked, but receive a "Unable to resolve URL" error when it is enabled. In that case, this suggests that the JCI server's certificate needs to be added to the Jama application's 'Trusted Certificates' as part of its complete PEM certificate chain.

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