Jira Cloud Outlook plug-in greyed out

[Dan Rosager]

Hi,

I installed the Jira Cloud plug-in on my own Outlook installation, logged in with my jira account and everything was fine.

But when I install the plug-in for a few selected users to try it out the buttons are just greyed out, and we have no option to log into their accounts.

The plug-in isn't blocked by the system or Outlook, so I have no clue why it isn't active.

Have any one seen this before?

Edit: I just tried creating an issue on behalf of one of the users. When they select the e-mail in their inbox the buttons in the plug-in are now active, but they receive a plug-in error when they try to connect their Jira account.

There seems to be a connection issue between Microsoft and Jira?

[Vitalii Saienko · Accepted solution]

Hi @Dan Rosager 

Thank you for creating a separate post.

I have several questions.

1. Do I understand correctly, are you an admin and you are installing the add-in for other users?
2. Are you trying to impersonate your users and log in from their mailboxes and then connect to Jira account or do they try this on their own?
3. Could you please share a screenshot or a video of how do you or your colleagues connect Jira account and what error do you see? This would help a lot.

And yes, Jira buttons will be active only when you select an email in the inbox. There are a few edge cases when Jira buttons are greyed out. For example, if the user opens some system Outlook email or if they have an unsupported Outlook client (IIRC some versions of Outlook 2013 have a bug which causes this problem, so in this case, I'd suggest to update to the latest Outlook 2013 or later).

[Dan Rosager]

Hi,

Yes, I am an administrator in the company, and have installed the plug-in for our test users.

I install the plug-in locally from their PC, and have borrowed their login credentials to our Jira service desk portal.

I’ve included the screenshots in the buttom. In the third one the translation is as following:

“Error in plug-in

An error has occurred during the connection to the plug-in

Try again”

At first I didn’t know if it’s because our users only have a login to our service desk, and not an Atlassian account, but I get the same error even after creating an Atlassian account.

We’re using the Office 365 suite.

[Vitalii Saienko]

So the third screenshot happens when you click on the "Connect now" button? Also, would you be open to a Zoom call today and share your screen?

[Dan Rosager]

Yes, sorry I can't replicate the exact login step, as it automatically tries with the Atlassian, but it happened after I tried logging in with that account.

We can do a Zoom call now, if you have the time. I have to go in 45 minutes :)

[Vitalii Saienko]

@Dan Rosager sent you invite :)

[Vitalii Saienko]

Summary of a call:

1. Clicking on "Connect now" in Outlook for PC results in the error "An error has occurred during the connection to the plug-in".
2. Clicking the same button using Outlook Web client works but shows that the Atlassian user doesn't have access to any Jira site.

@Dan Rosager I was able to reproduce both of these scenarios. Seems like Outlook for PC thinks that the page with the error message about lack of Jira access is an add-in error and shows "An error has occurred during the connection to the plug-in". I will raise this with the Outlook development team.

Meanwhile, I confirm that once the Atlassian user gets access to the Jira site, it should work on both, Outlook desktop and Outlook Web clients.

[Scott Beth]

I'm having the same issue now. I can login to my regular atlassian.net but I don't have access to do it on Outlook. I keep getting an error message 413 error the request could not be satisfied. Does anyone know how to fix this?

[Jonas M]

Hi @Scott Beth 

I had the same issue today. We could fix it by removing the Outlook app under the connected apps here:

https://id.atlassian.com/manage-profile/apps

Then you should be able to login again without the 413 error.