halight.atlassian.net: Temporary failure in name resolution

Question

Hello team

We are a Platinum Atlassian partner that offers integration between software, like Jira to Azure DevOps, Jira to Asana, Hubspot to Zendesk and etc...

One of our customers is experiencing the following error when trying to run our Jira Cloud app:

" halight.atlassian.net: Temporary failure in name resolution "

How can we check if this is an issue related to our product or Atlassian?

Thanks!

Trudy P Claspill · Answer

If the client is able to access the specified site directly from their workstations but the error occur when they try to use your app, to me that suggests the problem has something to do with your app.

You could suggest that they try from other browsers, try clearing their cache, and try from a private browser window such as Chrome Incognito. If they do encounter the same problem, that would again suggests to me that the problem is within your app.

I cannot conclusively state that the problem is in your app as I have no knowledge about your app. You should escalate the problem to the team that supports the app.

Christopher Carvalho_czfjed · Answer

Hello @Trudy P Claspill

Thank you so much for responding, the client access our app through his Jira cloud instance, as he has our app installed.

The URL mentioned is from the customer's Jira workspace, he can access his Jira workspace with no problems but when trying to access our app through Jira Cloud he experiences the error mentioned.

We host our app on our own machines, separate from Atlassian Cloud infrastructure.

Does this still mean the issue is on our side?

Thanks!

Trudy P Claspill · Answer

Hello @Christopher Carvalho

Is the client accessing your app through Jira or directly through a separate interface?

Is that site name the same as the Jira site that the client uses? Is there confirmation that the specified site is directly accessible?

Does your app run on a separate host, with networking separate from the Atlassian Cloud infrastructure?

If the site is directly accessible, that suggest the problem is with you app, or the host/networking where your app is running.