# Troubleshooting

## **Errors during configuration** <a href="#self-signed_certificate" id="self-signed_certificate"></a>

| Login is not possible to Jira Sync Configurator | <ul><li>Check if upon login you providing a username </li><li>If you are a public cloud user, ensure your username has the following format <em>name\@tenantname (e.g. kate\@aquacloud)</em></li><li>Ensure you provde the correct server name without https\:// (<em>e.g. app.aqua-cloud.io)</em></li><li>Check if  'https' setting is enabled</li><li>Verify you added the correct port (443)</li></ul> |
| ----------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Failed to connect to Jira                       | <p>Check that you provide the correct credentials for the host type of your Jira instance</p><p><strong>Jira cloud</strong></p><ul><li>provide email and API token</li></ul><p><strong>Jira Data Center or Server</strong></p><ul><li>provide username and password</li></ul>                                                                                                                             |
| Failed message                                  | Server not reachable, check connections                                                                                                                                                                                                                                                                                                                                                                   |
| Nothing is synced                               | <ol><li>Ensure nobody uses the technical user account for modifying aqua tickets or Jira issues</li><li>Check if the timezone of your Jira technical user and aqua instance match.</li></ol>                                                                                                                                                                                                              |
| Sequence contains no elements                   | Wrong IssueType.                                                                                                                                                                                                                                                                                                                                                                                          |
| No jira user found                              | Check with jira addon 'REST API Browser', if the user can be found via email or username. Add '/plugins/servlet/restbrowser' behind your jira URL to open the addon after installation and search for the users using the user picker (api/2/user/picker). Check if your jira user has the permission to search users.                                                                                    |

\ <br>

## **Sync Errors - I cannot find my item** <a href="#sync_errors___i_cannot_find_my_item" id="sync_errors___i_cannot_find_my_item"></a>

Below you will find a matrix of the most common Sync Errors and how to fix them.&#x20;

| 1 | Item exists in Jira, but not in aqua |                         |                                                                                                                                                                                           |
| - | ------------------------------------ | ----------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
|   |                                      | Creation not successful | A sync error has been recorded. Please check the SyncConfigurator for SyncErrors.                                                                                                         |
|   | b)                                   | Item moved in aqua      | Moved items are flagged as moved. Thus, they will not be synced again.                                                                                                                    |
|   | c)                                   | Item deleted in aqua    | Deleted items are flagged as deleted. Thus, they will not be synced again. The item can be manually deleted in Jira.                                                                      |
| 2 | Item exists in aqua, but not in Jira |                         |                                                                                                                                                                                           |
|   | a)                                   | Issue Type Changed      | When changing the issue type the item will not be synced anymore. Please be careful, when changing issue types, especially if there is more than one sync for different items configured. |

<br>

## **Logs** <a href="#logs" id="logs"></a>

A sync log will be written in the directory, where you can also find your aqua Client logs.&#x20;

You can open this directory by typing (see path below)  in your file browser.&#x20;

```
%localappdata%\andagon_GmbH\aquaSyncConfigurator
```


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.aqua-cloud.io/documentation/integrations/jira-sync-synchronize-items-between-aqua-and-jira-projects/troubleshooting.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.