GitKraken authenticate started to fail as connected app

[Steve Hiner]

I've been using GitKraken for quite a long time with its integration to JIRA Cloud so it shows me JIRA issues right in the UI. It worked fine for a very long time then I started getting token errors telling me I had an invalid token. I refreshed the token and it would immediately tell me the new token is invalid.

I checked and my account is set to allow GitKraken as a connected app. I've tried authenticating GitKraken to JIRA on a different computer and I got the same invalid token error. I decided to try revoking GitKraken's access to JIRA and I got an error saying:

Something went wrong
We couldn't revoke access right now. Please try again.

This made me wonder if perhaps the problem is on the JIRA side rather than the GitKraken side. I've worked with GitKraken's support to try a lot of different stuff on my laptop to try to get it to work, including resetting my local settings, reinstalling, rolling back to old versions, etc. and none of it worked. 

What would be the best way to continue to troubleshoot this? I really miss having my JIRA issues listed in GitKraken.

[Steve Hiner]

Hi @Dario B

Correct.

I use GitKraken as my source control tool. GitKraken supports integration with JIRA so it will show JIRA issues right alongside the git repo. I've been using it this way for more than a year with this project. This project transitioned to a different account in JIRA and in that move it went from a paid account to a free account. I updated my JIRA integration in GitKraken and it worked fine up until 2 or 3 months ago. At that point the integration started giving me token auth errors. I am unsure how they handle the integration but I'm assuming it's using oauth since setting it up requires me to get a token from JIRA and paste it into GitKraken. GitKraken then immediately tells me that JIRA rejected the token as invalid.

I've been wondering if the free plan is prevented from using the kind of integration that GitKraken uses so maybe I'm trying to solve a problem that can't be solved. I'm not the owner of the JIRA account so I can't decide to change it to a paid account, if that's the problem. 

[Steve Hiner]

Sorry, I made that an answer when I meant to make it a comment on Dario's answer. Can't find a way to delete that as an answer to turn it into a comment.

[Dario B]

Hi @Steve Hiner ,

I never used GitKraken myself and I don't know much on how the built this installation.

However, one way we can proceed is the following: delete the existing integration with Jira, recreate it and let me know date, time and timezone of when you have done this so that I can see if I find anything in Jira logs.

If this won't work I can try to install GitKraken, create a free Jira site and test the integration myself but this will take longer and there are chances the issue is with something else. So I'd look at the logs first.

Cheers,
Dario

[Steve Hiner]

@Dario B 

Thank you. I just made the request. I initiated the request for a new token at 10:44 Arizona time (MST). It issued the token and I think it had changed to 10:45 by the time I inserted the token into GitKraken and was informed that it is invalid.

[Dario B]

Hello @Steve Hiner ,

Can you confirm the instance you are trying to integrate GitKraken with is  le*****it.atlassian.net?

I am asking since I have successfully configured GitKraken to connect to my free instance and, so far, everything is working fine:

 

The only difference I can notice so far is that my user is site-admin for my instance while yours is not. I don't think this may cause the issue but it's one difference to keep into account for the time being.

Other than this, I can actually see the REST API calls sent by GitKraken in the Access logs for my Jira instance, but I cannot find anything in the access logs for le*****it.atlassian.net.

Therefore, just to make sure, can you double-check if maybe you still have configured the old Jira instance url in the page to grant access to GitKraken:

If this is correct,  would you be able to provide a step by step list of screenshots showing the issue? 

Cheers,
Dario

[Dario B]

Hello @Steve Hiner ,

From what I can read you have an integration that was working fine on a standard plan and it is broken now that you are on a free plan and you suspect this might be related. Is my understanding correct?

In case it is, can you kindly provide more details about the integration?

For example, Is it a custom built integration following the below documentation pages or you are using a 3rd party app or anything else?

• Integrate with self-hosted tools using OAuth
• Integrating Jira Software Cloud with on-premises tools

Please let us know.

Cheers,
Dario

[Brant Schroeder]

@Steve Hiner 

You will need someone from support to look at your account.  I will escalate it to Atlassian since you are on the free plan.  

[Steve Hiner]

Thank you.  I am wondering if it's a limitation and maybe free plans can't use that integration. At one point this particular project moved from one JIRA account to another and the old JIRA account was not a free plan. I was thinking that maybe for a bit the new account was in a free trial of the paid plan and then that ended which ended GitKraken's ability to talk to JIRA. That could also explain the error when I try to revoke access, maybe the site has trouble revoking something that shouldn't exist if free plans aren't allowed that integration. 

[Brant Schroeder]

Maybe that is the issue but I know of a lot of other applications that connect with Jira free plan.  I am interested in seeing what Atlassian says on the issue.