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Backbone Issue Sync - Syncs set to STOPPED and unable to restart

Hi there,

Recently (last week?) our 2 x Jira syncs have become STOPPED. We are sync'ing between JSM (Cloud) and Jira Software (Server).

I am new to using this Backbone functionality, so I'm unfamiliar with how to resolve such issues or why they might reasonably occur. At the point they STOPPED, I had not made any changes to these existing sync configs...honest!

My colleague suggested simply choosing Restart Synchronisation but this did not work, it returned an 'Internal Server error - The following error occurred: The synchronization INT-29 could not be started because it has conflicts.'.

Looking at the different tabs for one of the Synchronisations, I can see error icons on two of the tabs - Configuration and Troubleshooting.

On Configuration there appears to be a problem with the query of the Jira server project - please see two screen shots below. The colleague who set up these configs is on leave presently so I cannot confirm just yet, but I believe he has left this box blank. Also that JQL statement in red is actually valid, it runs fine.

So I'm unsure why this JQL error is suddently happening (we didn't change anything) and we do not know how to fix as any JQL we enter comes back with the same 'JQL syntax error' response.

Many thanks, hope you can help!


Backbone - Configuration summary showing errors.PNG


Backbone - 'Limit issues by JQL' error.PNG

1 answer

Hi Simon,

I’m Liset, working in the Backbone Issue Sync team.

The reason the synchronization is stopped is indeed due to this JQL error in the limit issues feature. There could be a few reasons why this is happening. Could you therefore check:

  • If the project key changed?
  • If the permissions of your synchronization user change? The sync user needs to have access to the project.

If you need help with checking that, or if you checked it out and the key and permissions are still the same, then we can of course have a further look at it. Could you then send us a message with a Backbone support ZIP to us at You can create the support ZIP in the troubleshooting tab of your synchronization.


Hello, i sent you an email on Friday evening with the support ZIP.

Many thanks,


Hi Simon,

I unfortunately couldn't find the email you've send. Did you get a confirmation message from us? 

If not, somehow the mail didn't come through correctly, could you then create a ticket in


Thank you for letting me know Liset, I'm thinking maybe our mail server didn't like the attachment size. I have now raised the bug via your own JSM support - ticket # KS-3770.

Many thanks,


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