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Knowledge Base Articles > Installation and Connection

Connection Troubleshooting

Error 401 (Unauthorized)

Possible causes:

Jira Cloud

  • Make sure that you are using your e-mail as the user name and a valid Api Token as the password with the Auto or Basic option. Do not enter your actual JIRA Password. There is a link in the Connection Settings form to the article that explains how to generate an Api Token.

  • Please update to Ceptah Bridge 3.6.5 or newer or tick the 'Always use basic authentication' option in the connection settings for the older versions.

Jira Server/Data Center

  • Your login or password is incorrect. Check the username, re-enter the password and try again.

  • If you are using a Personal Access Token, please select the "Token" connection method. Do not select the Auto or Basic option.

  • Check the protocol part of the server URL. Use HTTPS for a secure server, e.g. https://jira.mycompany.com.

Be mindful of the fact that there are global and project-level settings. The latter override the former, if provided. Make sure that you are testing the settings in effect.

Error 403 (Forbidden)

The most common cause of this error is a locked JIRA account. It gets locked after a few attempts to log in with invalid credentials. To resolve the issue, do the following:

  1. Open the effective connection settings, check the login and re-enter the password. You need to fix the password before unlocking the account. If you try to open the project settings while the password is invalid, the account will be locked again because Ceptah Bridge will try to access JIRA with the wrong credentials.

  2. Log in to JIRA through the web UI in the browser. If you are logged in, log out and log in again. If JIRA has added the CAPTCHA test to the regular log-in screen, that means that the account is locked. After you have logged in, the account will be unlocked.

  3. Test the connection in Ceptah Bridge and save the settings.