---
title: Troubleshooting
description: The following table lists potential problems administrators might encounter during the setup or deployment of the Atlassian Integration Kit, along with possible solutions:
component: atlassian
page_id: atlassian:atlassian_integration_kit:pf_atlassian_ik_troubleshooting
canonical_url: https://docs.pingidentity.com/integrations/atlassian/atlassian_integration_kit/pf_atlassian_ik_troubleshooting.html
revdate: July 2, 2024
---

# Troubleshooting

The following table lists potential problems administrators might encounter during the setup or deployment of the Atlassian Integration Kit, along with possible solutions:

|                                                                                                           |                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     |
| --------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Problem**                                                                                               | **Possible Solution**                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               |
| (SSO Failure) An SSO attempt results in a continuous loop between PingFederate and the Atlassian product. | 1. Ensure that the IdP User exists in the Atlassian Product.

2. Ensure that the PingFederate Reference ID Adapter settings match your Authenticator Plugin configuration in the Atlassian Product.

3. If using a self-signed certificate, refer to the following instructions ([Importing your self-signed certificate into Atlassian](pf_atlassian_ik_importing_your_self_signed_certificate_into_atlassian.html)).

4. If using Mutual SSL Authentication, ensure the following:

   1. Import the SSL Certificate of your Atlassian server into PingFederate ([Import Certificate into PingFederate](pf_atlassian_ik_configuring_pf_for_mutual_ssl_authn.html)).

   2. Ensure the Atlassian and PingFederate server certificates are in the Configuration Directory.

   3. Ensure the Reference ID Adapter contains the correct Issuer or Subject DN values. |
| Users are logged out at inappropriate times                                                               | This can be due to clashing sessions caused by Jira and Confluence running on the same host. This may be prevented by using different hostname aliases and changing the base URLs of Jira and Confluence to use different hostnames.For example you could set the following base URL for Jira:`http://jira:8080`and the following base URL for Confluence:`http://confluence:8090`                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  |