Cannot connect my Atlassian account to the Jira Cloud for Outlook Add-in

Question

I have a user in my organization that is having an issue connecting their Atlassian account with the Jira Cloud for Outlook Add-in. They can get past the connect screen to authorize, but once they press the authorize button nothing happens. I tested this myself on my own account and had no problem with the connection. I tested this with them on Outlook Classic as well as the OWA and neither worked. Looking for advice on where to proceed from here.

Thomas Rodriguez_dw6lnq · Answer

Hey Gunjan,

Thank you for your response. I actually just tried this out and am still experiencing the same issue. Their account just won't connect to the add-in. It's almost like Outlook doesn't receive that confirmation from Jira. Any other suggestions for me?

Gunjan Kumar_xl3r1p · Answer

Hi Thomas,

This problem typically happens because the Jira Cloud for Outlook add-in doesn’t complete the authentication when the user signs in with Microsoft/SSO directly.

Fix:

* Have the user first sign in at https://id.atlassian.com with their Atlassian credentials.
* Then open Outlook Web App (OWA) and click Connect in the Jira Cloud for Outlook add-in.

Logging in at the Atlassian sign-in page first ensures the OAuth session is established so the add-in can connect properly.

Reference:

Jira Cloud for Outlook (Official) documentation:

* https://marketplace.atlassian.com/apps/1220666/jira-cloud-for-outlook-official