Troubleshoot application tunnels

Incomplete

The tunnel has been created in admin.atlassian.com, but its security key hasn’t beed added to your self-managed instance.

To solve this issue:

1. Edit the tunnel in admin.atlassian.com, and copy the security key.

2. Add the key to your self-managed instance.

Unavailable

The tunnel is unavailable right now. There are a few issues that might cause this:

• Application tunnels in Cloud were temporarily down and your self-managed instance hasn’t reconnected yet. Wait until the status changes, as your instance might still be attempting to connect.

• The security key in your self-managed instance is incorrect or no longer valid. Make sure the key is correct or generate a new one.

• Your self-managed instance is down.

Misconfigured

The tunnel is misconfigured. This usually happens when you create a tunnel without configuring the required connections and upstream ports in your self-managed instance.

To solve this issue:

• Configure the tunnel in your self-managed instance. Learn how to configure application tunnels.

Error

The tunnel isn’t working, but we’re unable to determine an exact cause. This is usually caused by problems with your self-managed instance, so try the following actions:

• Check the state of your self-managed instance.

• Check the log files in your self-managed instance.

• Regenerate the security key and update it in your self-managed instance.

• Recreate the tunnel.

Timed out

We tried checking the status, but didn’t get any response from the tunnel.

To solve this issue:

• Your self-managed instance might be under heavy load and can’t service this check. Reduce the load on this instance and bring it back to a healthy state.

• The check might be timing out because of network issues. Investigate the network connection of your self-managed instance.

Unavailable

Your self-managed instance can’t authenticate to the tunnel server in Cloud.

To solve this issue:

1. Regenerate the security key to make sure it’s up to date.

2. Add the new security key to your self-managed instance.

Limited

Some Data Center nodes aren’t connected to the tunnel. The connection performance is degraded.

To solve this issue:

1. Go to Administration > Clustering.

2. Check the status of your Data Center nodes to make sure they’re up and running.

Error

Application tunnels in Cloud are either being restarted or not working.

To solve this issue:

1. Wait and check if the status changes. This might be a temporary restart caused by some other issue on our side.

2. Check the Data Center log files to determine the cause.

3. If these solutions don’t help, recreate the tunnel.

Connecting (for a long period of time)

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

Connected (and 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. Learn how to configure application tunnels.

• 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.