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Troubleshoot application tunnels

Here’s some troubleshooting information for application tunnels.

Enable extra logging in your self-managed instance

If you can’t find the solution on this page, set the log level for the com.atlassian.tunnel to TRACE and look for references for the key classes:

  • TunnelConnectionService

  • InletsClientManager

  • TunnelClientProcessStateManager

  • InletsClientProcessFactory

For more info on how to enable logging for different products, see:

Common problems

You might encounter the following issues:



Status is Error

Because of an incident on our side, some application tunnels might have stopped working. If a tunnel worked previously, but now displays the Error status, restart the Marketplace app in your self-managed instance.

  1. Go to Administration > Manage apps > Installed apps.

  2. Search for “Atlassian Secure Tunnel Plugin”.

  3. Select Disable. This stops the app, disables the Application tunnel page, and closes any connections.

  4. Select Enable to start the app again. This forces the app to reestablish the connection with Atlassian Cloud.

Status is Unavailable in the self-managed instance

The tunnel client (Marketplace app) can’t connect to the tunnel server in Atlassian Cloud. You need to enable logging to identify the cause.

Status is Error in the self-managed instance

The tunnel client was able to reach the tunnel server, but it can’t validate the security key. Make sure the key you added is correct. You can also regenerate the key, or delete the tunnel and create a new one.

Status remains in Connecting in the self-managed instance

At least one of the nodes hasn’t connected to the tunnel. You can try the following solutions:

  • In your self-managed instance, go to Administration > Clustering and check the status of your nodes to make sure they’re up and running.

  • Enable logging to get more information

Status is Connected, but there’s no response after creating application links

Try the following actions:

  • Make sure you used the right application tunnel for your application link.

  • Make sure you have completed the required configuration steps that include adding a HTTP connector and upstream port.

  • Make sure the base URL of your self-managed instance is correct.

Application links show Config error on both instances

This issue often appears when the reciprocal link on the self-managed instance is created by a different admin. In such a case, the application link in your Cloud product might be created with the local authentication disabled, while it should be set to OAuth.

To fix this:

  1. Edit the application link in your Cloud product.

  2. Set the Local authentication to OAuth for both outgoing and incoming communication.

Details of an application link, with Local authentication set to OAuth.

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