How do I troubleshoot my Jira connection?

If the connection between qTest Manager and Jira fails, here are some common errors and solutions.

Error Solution

qTest Manager Jira connection dialog box displays "Index:0, Size: 0" error message.

Verify that the Jira account integrated with qTest Manager has the correct permissions assigned to it.

qTest Manager Jira connection dialog box displays "Connection failed". Received fatal alert: "bad_record_mac" message.

This error message is displayed when this instance of Jira uses SSL encryption. Please contact our support team at We will explore options with you to set up the integration while maintaining the security and integrity of the data in your Jira instance.

On-Premise Jira system crashes when setting up the Jira Integration: qTest Enterprise add-on

This error occurs when the Jira On-Premise version is hosted by a third-party provider or hosting service, which will enact stricter timeout limits on record retrievals. We have packaged a separate connector that will resolve issues with this integration. Please contact us at and we will be happy to help you resolve this issue.

On-Premise Jira to On-Premise qTest connection is successful, but cannot retrieve requirements into qTest

Reinstall qTest On-Premise.

Issue Connecting from On-Premise Jira to qTest SaaS

This error is usually due to incorrect firewall settings. Please open the firewall to the following IPs to allow qTest Manager to communicate with your On-Premise Jira instance.

qTest Manager to Jira integration fails due to "Invalid Credentials"

This error occurs when a customer uses a Jira account that is validated by single sign-on (Crowd). We recommend that you create a new Admin account directly in Jira, and use that for the qTest integration.

Server URL or Web URL are invalid:

Connection failed. org.apache.http.client.ClientProtocolException

Connection failed. Invalid URL.

Username/password mismatched:

Connection failed. The login information is incorrect, or you do not have enough permissions.

Connection failed. Review the login information to ensure accuracy or confirm the correct permissions are assigned.

Connection Name contains more than 100 characters:

Connection failed. could not execute statement; SQL [n/a]; nested exception is org.hibernate.exception.DataException: could not execute statement

Connection failed. Exceeding maximum number of characters for Connection Name (100).

Jira Server cannot be reached.

Connection failed. Connect to [/] failed: connect timed out

Connection failed. Jira Server cannot be reached.