Jira Mobile App on iOS- Can't Get A Secure Connection
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
The connection to Jira Server/Data Center instance from iOS 17.0 device through the Jira Server/Data Center app fails with "Can't get a secure connection"
Environment
Any Jira version, iPhone iOS 17.0
Diagnosis
Root CA: * Is pushed to the device via MDM * Certificate is a self-signed cert
On the iPhone: * The root certificate shows as a trusted root CA in Settings * When attempting to connect via the app, it states it can't trust the certificate * When connecting via Safari, the browser also says it can't trust the certificate * A curl from the device to the Jira instance succeeds without errors * When attempting to connect via Chrome or Firefox, the certificate shows as trusted
On a desktop or laptop: * When connecting to the Jira instance via Chrome or Firefox, the certificate shows as trusted
Cause
Self-signed certs can cause this situation, even when they comply with Apple's requirements for self-signed certificates in iOS and the steps in 'Can't get a secure connection' error on Jira Data Center and Server mobile app are followed.
Solution
Sometimes installing just the root cert to the NGINX server will resolve the issue, but you may need to contact Apple Support for assistance if this does not work for you, as it is an issue with Apple products trusting the certificate.
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