Configuration Manager for Jira Cloud: Troubleshooting network error and licensing issues during installation

Summary

This article provides troubleshooting steps for resolving "Network Error" and "Configuration Manager for Jira Cloud is not licensed" messages encountered during app installation or configuration. These issues are typically related to network security filters (such as Cisco Umbrella or Menlo Security) blocking communication between the Jira instance and Appfire's services.

Environment

Product: Configuration Manager for Jira (CMJ)
Platform: Jira Cloud
Network Environment: Organizations using security appliances or web filters (e.g., Cisco Umbrella, Menlo Security, Zscaler).

Problem

When installing or accessing Configuration Manager for Jira (CMJ) in a sandbox or production instance, users may encounter the following symptoms:

A banner stating: Configuration Manager for Jira Cloud is not licensed.
A modal error window stating: Something's gone wrong. Network Error.
The App connections status shows as Connected, but the app fails to load its configuration screens or validate its license.
The issue persists even if the license is confirmed as Active in the Atlassian Marketplace.

Cause

The root cause is often external network security software (like Cisco Umbrella or Menlo Security) blocking the background traffic required by the app to validate its license and connect to its backend services. Even if the Atlassian site itself is accessible, the specific domains used by the app may be filtered or intercepted.

Solution/Workaround

To resolve this issue, ensure that the following domains and IP addresses are added to your organization's allow list (whitelist) in your security appliance (e.g., Cisco Umbrella, Menlo Security, or internal firewall).

Step 1: Allow list required domains

Add the following domains to your security software's allow list to permit app traffic:

cmj.botronsoftcloud.com
safe.menlosecurity.com (specifically required if using Menlo Security)

Step 2: Allow list Appfire IP addresses (if applicable)

If your organization uses IP-based filtering, add the following IP addresses to the IP Allowed List within your Atlassian Administration settings:

23.23.215.132/32
52.205.121.251/32

Note: For more information on configuring the IP Allowed List, refer to Atlassian's documentation: Atlassian Administration > Security > IP allowlisting.

Step 3: Verify the installation

Clear your browser cache or open Jira in an incognito/private window.
Navigate to Apps > Manage your apps.
Locate Configuration Manager for Jira.
Click Configure and verify that the "Network Error" no longer appears and the licensing banner is gone.

Additional Resources

Proposed Labels:
configuration-manager-for-jira cmj-cloud licensing-error network-error cisco-umbrella menlo-security troubleshooting

CMJ for Cloud - Troubleshooting network error and licensing issues during installation