Troubleshooting

Sync Bridge panel on the work item

A rule with the status Sync failed shows the reason directly below its row. After you fix the cause, select Retry.

Sync History tab on the work item

Each sync run, with lines that start Couldn't sync to for failures. Select Show details to see which part failed: Fields, Status, Comments or Attachments.

Sync history on the admin page

All sync actions across all rules. Filter Status to Failed, or use More filters and enter text in Error. Select an entry to open Sync details, which shows the error and a Retry sync button.

JQL search

Find every work item with a failed sync: sbHasFailure = "true"

Couldn't connect: The credentials were rejected or Connection failed (401). Check the credentials.

The email or API token is wrong, or the API token was revoked or has expired.

Create a new API token for the account and enter it in the connector (Edit connector). Leaving the credential fields blank keeps the saved ones.

Connection failed (403). The account doesn't have access. Check its permissions.

The account can sign in but has no access to the site.

Give the account access to the other Jira site.

Connection failed (404). Check the URL. or We couldn't find followed by a host name

The Site URL is wrong.

Enter the site address, for example https://your-site.atlassian.net, with no path after it.

We couldn't reach the remote server or We couldn't connect to followed by a host name

The site can't be reached. Sync Bridge can only connect to Atlassian Cloud addresses (*.atlassian.net).

Use the site's atlassian.net address.

Connected, but this account isn't a Jira administrator

The connector works, but the account can't load spaces and workflows for the sync rule editor.

Use an account with Jira administrator permissions on the other site.

Your trial allows up to 2 connectors. Upgrade to add more.

Trial limit reached.

Upgrade the license, or delete a connector you don't use.

You can't delete this connector because these sync rules use it

Sync rules still use the connector.

Change or delete those sync rules first.

A message about a field that can't be set, or that isn't on the appropriate screen

A mapped target field isn't on the create or edit screen of the target space and work type.

Add the field to the target screens, or remove the field mapping. See Field Mapping.

A message that a value isn't valid, for example for work type, priority or an option field

The value copied from the source doesn't exist on the target site. Direct copy uses names, so the names must match.

Use a Value map to match source values to target values.

An authentication or permission error from the other site (HTTP 401 or 403)

The connector's API token expired, or its account lacks permission in the target space (for example to create, edit, transition, comment or add attachments).

Update the connector credentials, or give the account the missing space permissions. Then select Retry.

[Key] can't move to [status] from its current status. Check the status mapping and the target workflow.

The target workflow has no transition from the linked work item's current status to the mapped status.

Check the status mapping and the target workflow.

Status didn't change on the other side, and history shows Status as Skipped

No status mapping matches this status change.

Add a mapping for the status in Status Mapping.

An attachment wasn't synced, and history shows Attachments as Skipped

The file is larger than 200 MB, or it doesn't match the rule's attachment filters (file type, size, uploader, or Added in the last (days)).

Files over 200 MB never sync. For filters, see Attachments Sync.

A comment wasn't synced

Comment sync is off, or the comment doesn't match the rule's comment filters.

See Comments Sync.

The source connector for this sync rule was deleted or The target connector for this sync rule was deleted

The rule points to a connector that no longer exists.

Create a new sync rule, or duplicate this one and choose an existing connector.

The target connector has no saved credentials. Ask your Jira admin to add them.

The connector has no email and API token saved.

Edit the connector and enter the credentials.

The linked work item is unreachable (deleted, or no longer visible to the sync user)

The linked work item on the other site was deleted, or the connector's account can no longer see it.

If it was deleted, select Unlink in the panel; the next push creates a new linked work item. If it's a permission problem, restore the account's access and select the recheck button.

This work item is archived or The linked work item is archived

Archived work items can't be updated.

Restore the work item, then select the recheck button in the panel. When it's restored, the panel shows No longer archived. You can sync again.

Pull paused: this work item changed more than 12 times in a short period

Loop protection: the work item was pulled more than 12 times within an hour, which can mean the two sites are updating each other in a loop.

Pull resumes automatically; the message says when. Check that no automation on either site keeps changing the work item.

A message ending in didn't respond in time. Try again later., or HTTP 429 or 5xx from the other site

The other site was busy or temporarily unavailable.

Select Retry later.

This work item doesn't match this sync rule's filter, so nothing was pushed.

The work item is outside the rule's source scope (spaces, work types, statuses or JQL).

Check the source scope in the sync rule.

The panel shows No sync rules apply to this work item.

No enabled rule has synced this work item yet, and none allows a manual push from it.

Check that the rule is enabled and that Manual is turned on in its push triggers.

The panel shows Sync off for a rule

Sync was turned off for this work item, or the rule is set to Off by default.

Someone with permission turns sync on for the work item. See Turn Sync On or Off for a Work Item.

Changes don't sync automatically

The rule's Jira events trigger is off, or the event isn't selected (for example Comment added).

Turn on the events you need in the push triggers. See Create a Sync Rule.

Changes on the other site don't come back

Pull is off, or nothing in the field mapping, comments, attachments or status is set to sync from the target. Pull also only updates work items that are already linked.

Turn on Pull with the Scheduler or Manual trigger, and set the relevant mappings to Target → source or Both directions. Push the work item first if it isn't linked yet.

There's no linked work item to pull from yet. Push this work item first.

Pull only works for work items that already have a linked work item.

Push the work item first.

Manual sync is turned off for this sync rule., Push is turned off for this sync rule. or Pull is turned off for this sync rule.

The rule doesn't allow that action.

Change the rule's direction or triggers.

Nothing syncs at all, and the admin page shows Your Sync Bridge license is inactive, so syncing and editing are paused.

The license or trial has ended.

Select Manage license and renew it.

Connectors and scope can't be changed because this sync rule has already synced work items.

The rule already links work items.

Create a new rule or duplicate this one. See Settings Locked After Work Items Are Synced.

Map these required Jira fields before saving: Summary, Work type.

Jira needs these fields to create a work item.

Choose a source field or a value for each.

Turn on at least one push trigger: manual, Jira events or API.

Push is on but no trigger is selected.

Turn on at least one trigger.

We couldn't load fields from or We couldn't load spaces from a connector

The connector's credentials or permissions are wrong.

Test the connector on the Connectors page and fix it.

Your trial allows up to 3 sync rules. Upgrade to add more.

Trial limit reached.

Upgrade the license, or delete a rule you don't use.

This sync rule is on. Turn it off before deleting it.

Enabled rules can't be deleted.

Turn the rule off, then delete it.