--- title: "FAQ: Common installation and configuration issues" canonical: "https://support.appfire.com/space/477986818/3515744438/FAQ%3A%20Common%20installation%20and%20configuration%20issues" format: markdown --- This page covers the most common issues customers run into when installing and configuring Connector for Salesforce & Jira, along with their causes and fixes. If your issue isn't listed here, check the [Knowledge Base](https://appfire.atlassian.net/wiki/spaces/CSFJIRA/pages/3091957268) or contact Support. ## Licensing prompt **Salesforce AppExchange shows "You must pay to use this solution". Do I need to buy anything on the Salesforce side?** No. This is standard AppExchange listing language, not a separate Salesforce-side charge. The app is licensed and billed entirely through your Jira subscription on the Atlassian Marketplace — the Salesforce package itself is free. If you already have an active Jira subscription, proceed through the AppExchange install flow without making any additional purchase. ## Wrong callback URL **I'm getting a redirect/callback URL mismatch error during authorization.** This happens when the callback URL registered in your Salesforce Connected App doesn't match the URL the Connector is sending during OAuth. The callback URL should start with your Jira instance URL followed by the callback path in this format: `[Jira instance URL]rest/com.servicerocket.jira.salesforce/1.0/connection/callback` Check the Connected App's **Callback URL** field and confirm it matches this pattern exactly, including protocol (https) and any trailing characters. For details, see [Step 3: Authorize the connection](https://appfire.atlassian.net/wiki/spaces/477986818/pages/2560820073/Set+up+a+connection+to+Salesforce#Step-3%3A-Authorize-the-connection). ## Multiple Salesforce orgs **Can I connect more than one Salesforce org to the same Jira instance?** Yes, the Connector supports connecting multiple Salesforce orgs to a single Jira instance. Each org needs its own package installation and its own connection set up separately following the [connection setup guide](https://appfire.atlassian.net/wiki/spaces/477986818/pages/2560820073). Make sure each org uses a distinct integration user so that data and permissions aren't mixed up between orgs. ## Broken panel **The Jira Issue panel appears on the Salesforce record page but looks broken or doesn't load data.** This is usually caused by one of the following: - The Remote Site Settings entry for your Jira instance is missing or incorrect. - Check your [Remote Site Settings](https://appfire.atlassian.net/wiki/spaces/477986818/pages/2560820442) and confirm the connections to [Salesforce](https://appfire.atlassian.net/wiki/spaces/477986818/pages/2560820073) and [Jira](https://appfire.atlassian.net/wiki/spaces/477986818/pages/2560820582) are still active. - The connection between Salesforce and Jira has been interrupted (for example, an expired token or a change in Jira URL). - Check the Connected App's **Callback URL** field and confirm it is correct. [Authorize the connection](https://appfire.atlassian.net/wiki/spaces/477986818/pages/2560820073/Set+up+a+connection+to+Salesforce#Step-3%3A-Authorize-the-connection). - Check if your connection is still active. [Revoke access for expired connection](https://appfire.atlassian.net/wiki/spaces/477986818/pages/3227582508). - A browser extension or corporate proxy is blocking the panel's requests. - Try loading the page in an incognito window to rule out browser extensions. ## OAuth authorization **OAuth authorization fails, loops back to the login screen, or times out.** Common causes include an incorrect callback URL ([see above](https://appfire.atlassian.net/wiki/spaces/477986818/pages/edit-v2/3515744438#Wrong-callback-URL)), - Check if your connection is still active. [Revoke access for expired connection](https://appfire.atlassian.net/wiki/spaces/477986818/pages/3227582508). - Update integration user. [Set up an integration user](https://appfire.atlassian.net/wiki/spaces/477986818/pages/2560820245). - Make sure you have [configured External Client App Manager](https://appfire.atlassian.net/wiki/spaces/477986818/pages/2560820073/Set+up+a+connection+to+Salesforce#Configure-External-Client-App-Manager) properly. ## Reporter mapping **How does the Reporter field get set when an issue is created from Salesforce?** The Reporter is mapped based on the integration user configured for the connection, unless your setup includes user mapping between Salesforce and Jira accounts. If Reporter values are showing incorrectly, confirm which integration user is set on the connection and check whether user mapping is enabled and configured correctly. ## Missing panel **I don't see the Jira panel on the Salesforce object page at all.** This is different from a broken panel; here it means the Jira Issue component was never added to the page layout. Confirm the Lightning component has been added to the relevant Object's Lightning App Builder page layout, and that the user's profile has access to the component. For instructions on editing the page layout, see [Display Jira issues on Salesforce record pages](https://appfire.atlassian.net/wiki/spaces/477986818/pages/3515383933). ## Missing Lightning component **The Lightning component doesn't show up in the Lightning App Builder component list.** This typically means the package either wasn't installed correctly or was installed with **Admins Only** visibility, which restricts non-admin users from seeing the component. Confirm the package installed successfully for **All Users**. For instructions, see [Install the Salesforce package in Salesforce](https://appfire.atlassian.net/wiki/spaces/477986818/pages/2560819424). ## Clickjack issue **I'm seeing a clickjack protection warning when the panel tries to load.** Salesforce's Clickjack Protection security setting can block embedded content, including the Connector panel, if it's not configured to allow it. Check your org's **Session Settings > Clickjack Protection** and ensure the level applied doesn't block content for customer Visualforce pages. ## Remote site settings **What Remote Site Settings do I need to add?** You need a Remote Site entry pointing to your Jira instance's URL so Salesforce is allowed to make outbound calls to it. Follow the [Add a new remote site](https://appfire.atlassian.net/wiki/spaces/477986818/pages/2560820442) instructions. ## Allowlisting **Are there specific domains or URLs I need to add to an allowlist?** Yes — both your Jira instance URL (for Remote Site Settings on the Salesforce side) and, in restricted network environments, the relevant Salesforce and Atlassian domains may need to be added to an allowlist on your corporate network or proxy. If the Connector works from an unrestricted network but not from your corporate network, check with your IT team about outbound access to these domains. For details, see [How to find the Connector's intermediate server IP to allowlist while using the Connector for Salesforce & Jira app](https://appfire.atlassian.net/wiki/spaces/477986818/pages/2559841824) ## Authorization failures **I'm getting general authorization errors not related to OAuth login.** These are usually a permissions issue rather than a connection issue. Confirm the integration user has the necessary Salesforce permission sets and object-level access, and that their Jira account has the appropriate project permissions. If the user was recently changed on either side, permissions may need to be reassigned. - Update integration user. [Set up an integration user](https://appfire.atlassian.net/wiki/spaces/477986818/pages/2560820245).