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TFS4JIRA Cloud Native | Unable to access the app afted Jira Cloud base URL change

TFS4JIRA Cloud Native | Unable to access the app afted Jira Cloud base URL change

Use case

Users reporting that they cannot access TFS4Jira Cloud Native app. It has been confirmed the issue started occurring after the change of the base URL of their Jira Cloud instance.

Problem

When a Jira Cloud site URL is renamed, Atlassian sends an installation event to apps. However, the installationId field is missing from that event. TFS4Jira saves it as null, overwriting the previous correct value. This causes a client ID duplication where both the old and new URLs are registered against the same client ID, but the app continues referencing the old URL internally.

If the issue occurs, users will most likely see the following error:

image-20260318-083751.png

Symptoms

  • Users reports TFS4Jira Cloud Native app is inaccessible or won't load after changing their Jira Cloud site URL.

  • The app page returns a 500 error (visible in browser developer tools).

  • The synchronizer page fails to load entirely , the error occurs before reaching any synchronizer configuration.

  • In the Jira admin panel under Settings > Marketplace Apps > TFS4JIRA Azure DevOps integration, the connection details may still show the correct (new) URL, but the app still fails.

Solution

At the moment, only L3 Engineers are able to resolve this issue. If you receive this kind of report, please escalate it to L3 and ask to update the customer’s base URL in TFS4Jira.