Connection troubleshooting options for Jira Align Enterprise Insights

Summary

This document outlines some of the possible problems and troubleshooting options when connecting to Enterprise Insights.

A variety of tools can be used to connect directly to Enterprise Insights, like Azure Data Studio, SQL Server Management Studio (SSMS), Power BI Desktop, and Tableau Desktop.

To access EI, the user must:

• Connect from an allowed IP address

  • Typically from a corporate VPN IP range that's been approved by Atlassian

• Have a valid user (Azure AD or SQL Server user), with the correct authentication method

Connection problems usually occur when any of the above requisites are not met and could present errors like a connection timeout, a firewall error, or a user authentication failure.

• Unable to connect

  • We encountered an error while trying to connect. Details: "Microsoft SQL: A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL. Server is configured to allow remote connections. (provider: TCP Provider, error: 0 - A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond.)

• Cannot connect to jabi-xxxxx.database.windows.net.

  • Additional information: A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: TCP Provider, error: 0 - A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond.) (Microsoft SQL Server, Error: 10060)

    • A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond

Solution

When troubleshooting the connection issues, as the first steps, check that you're connected to your company's VPN, ping the database gateway to make sure the server is being correctly resolved from your machine, and double-check the connection settings of your preferred tool (Note that this guide is for SQL Authentication users, and not Azure Active Directory (AAD), so the authentication method may be different).

collect your external (public) IP address:

• For Linux Environment → curl ifconfig.me/ip

• For Windows Environment → using Powershell as Admin run → Invoke-RestMethod -Uri "https://ifconfig.me/ip"

Then reach out to your Enterprise Insights admin to check whether:

• Your IP address is within the allowed range

• You're using the correct username

• And you are connecting to the correct database name and address

The outgoing port used to connect to the database may be blocked, use the following commands to check if your machine can generally connect to the database gateway:

'TcpTestSucceeded = True' indicates a successful connection via port 1433. If the connection cannot be established via port 1433, please contact your network admin for help opening this outgoing port or troubleshooting further.

On Mac or Linux you can also try the following in the terminal:

Next Steps

If you would like to add a new IP address or IP range, or if the above steps appear correct but you're still unable to connect, please reach out to Jira Align Support.

Further reference

Jira Align - Troubleshoot your connection to Enterprise Insights