Timeout error when connecting Lucid with Jira

Emma B (Lucidchart)

Oct 24 2023 1:38 PM MDT

Hi Bonnie 
 
I am moving the information from your post here. 
 
"I am looking to integrate with Lucidcharts not Lucid cards for Jira using this article to configure:
 
https://help.lucid.co/hc/en-us/articles/15185138284692-Integrate-Lucidchart-with-Jira
 
and when I click the grant access I get a timeout.  I was reading in the article you sent that there needed to be some IP accessible.  Is this also true for Lucidcharts?  If so this would be the problem as these IP's would not be assessible. But it does not indicate that in the article for Lucidcharts.
 
US:
 
34.225.122.67
 
3.211.90.167
 
23.20.183.91
 
I am in Jira under manage apps then Lucidchart plugin configuration
 

Once I click Grant access I get a timeout error on this URL post: https://jira-aws-qa.corp.internal.citizensbank.com/plugins/servlet/lucidchart/oauthsetup?token=6fef6020-51ab-4184-9fb8-688e33c06c921806621341881821111698102660337i97xwDWf/2dLmR5OoICVzWP8BDS~H4aUPDZrhY6Elo0&userToken=00d702a19833f98e3cc42191885bf072a7b409f2&userSecret=9a92fbc123ed7bac1cded817e6d13207a566e791&lucidProduct=lucidchart" 
 


 
 
 
Would you mind sending me the following details so I can look into the issue?
 

1.       What browser are you using? Have you tried this on an additional browser or using an incognito or private window? Chrome no but will try others

2.       What type of Jira are you using (Cloud vs. Server)? If Server what version? Jira server version 9.4.2

3.       If you are using Jira Server or Data Center: what version of the Lucidchart plug-in are you using? latest Lucidchart Plugin version 1.10.3

4.       If you are using Jira Server or Data Center: can you provide your base URL? We need to make sure that there is a match between your base URL within Jira and the URL our software is looking for. https://jira-aws-qa.corp.internal.citizensbank.com/

5.       Can you send me a screenshot of the Javascript console when the issue occurs? You can open your Javascript Console by pressing Ctrl + Shift + J (if your computer is a Windows / Linux) OR Cmd + Opt + J (if your computer is a Mac). Will get this but this will take some time as I have to wait for the timeout

 
Thank you for your help and patience!

Cheers

Emma

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