ArticlesPSA/JIRA: Troubleshooting Setup, Authentication, and Connection Errors

This article provides resolution steps for the following setup, authentication, and connection errors:

• Step 1. Jira Authentication: "Unable to authenticate with Jira Server. Check the username and password and try again"
• Feature Console Step 1 hangs, the modal freezes with a stuck scroll bar, or a previously-complete step stops reporting as complete
• Step 2. Create Certinia Integration Site: "Web service callout failed: Unable to parse callout response. Apex type not found for element allowGuestPaymentsApi"
• Step 2. Create Certinia Integration Site: "IO Exception: Read timed out"
• A Feature Console step reports success in one org but not another with identical credentials
• Unable to revert required steps while the feature is enabled
• User has switched from Jira Server to Jira Cloud (or vice versa) after activating the connector
• Sync fails after the Jira username was changed

• Professional Services Automation
• PSA Direct for Jira

Step 1. Jira Authentication: "Unable to authenticate with Jira Server. Check the username and password and try again"

1. Confirm the Use Jira Cloud setting is ticked if connecting to Jira Cloud
   1. For Jira Cloud, use the email address and an API token — not a password
   2. For Jira Server/Data Center use username and password, and a non-SSO user if SSO is in use
2. Confirm the Jira user is in the jira-administrators group
   1. If a named credential for the connector already exists from an earlier attempt, delete it and retry

Feature Console Step 1 hangs, the modal freezes with a stuck scroll bar, or a previously-complete step stops reporting as complete

1. Delete the connector's named credential in Setup > Named Credentials
2. Reopen the Feature Console step

The modal will work again and the credential is recreated. 

Step 2. Create Certinia Integration Site: "Web service callout failed: Unable to parse callout response. Apex type not found for element allowGuestPaymentsApi"

1. See Web service callout failed: Unable to parse callout response: Apex type not found for element allowGuestPaymentsApi to resolve
   
   1. There is a fix for this in Winter 2026 release of the connector

Step 2. Create Certinia Integration Site: "IO Exception: Read timed out"

1. Retry the step
2. If it persists alongside a Step 1 authentication failure, resolve the authentication problem first — the two commonly appear together

A Feature Console step reports success in one org but not another with identical credentials

1. Compare connector package versions across the orgs
2. Do not leave a step marked complete if the connection it represents is not actually working 

Unable to revert required steps while the feature is enabled

1. Disable the feature first
2. Revert and rerun the step

User has switched from Jira Server to Jira Cloud (or vice versa) after activating the connector

1. Contact Certinia Support for help

Sync fails after the Jira username was changed

• Once the Jira user has been authenticated to the connector, its username in Jira must not be changed
• Doing so causes the connector to fail

Step 1. Jira Authentication: "Unable to authenticate with Jira Server. Check the username and password and try again"

• The connector cannot authenticate against your Jira instance.

Feature Console Step 1 hangs, the modal freezes with a stuck scroll bar, or a previously-complete step stops reporting as complete

• Editing an existing named credential through the Feature Console does not reliably work.

Step 2. Create Certinia Integration Site: "Web service callout failed: Unable to parse callout response. Apex type not found for element allowGuestPaymentsApi"

• A known Salesforce site/callout parsing condition during integration site creation.

Step 2. Create Certinia Integration Site: "IO Exception: Read timed out"

• The callout to create the site timed out.

A Feature Console step reports success in one org but not another with identical credentials

• Frequently a difference in package version between the two orgs, or a step whose status is stale from an earlier successful connection to a different Jira instance.

Unable to revert required steps while the feature is enabled

• You are trying to revert a prerequisite step while the feature is still switched on.

User switched from Jira Server to Jira Cloud (or vice versa) after activating the connector

• Not a supported in-place change.

Sync fails after the Jira username was changed

• Documented as a breaking change.