401 - Unauthorized error with the message “Token not found”

Owned by
Pablo Vergara
Jun 01, 2023
2 min read

We observe 401 - Unauthorized error with the message “Token not found” while accessing the Tableau connector.

Our observation while troubleshooting the same issue in one of the customer environments is:

It appears to have been a corrupt Universal Plugin Manager was likely the root cause.

Multiple attempts at performing plugin upgrades would always fail for seemingly different reasons, with no real consistency. Until we found that we couldn’t update the UPM plugin…ever. It would always fail, and cause the Jira instance to stop. So it became clear that the only way to update UPM was to upgrade Jira. That didn’t fix everything previously, but we haven’t disabled all plugins first. If all plugins were disabled prior to the Jira upgrade, they would work when re-enabled after the upgrade.

The fix appears to be:

  1. Disable all plugins

  2. Upgrade to Jira v9.6.0 (or the intended target version), which brings along the latest compatible UPM update. Refer to the corresponding latest UPM versions below (at the time this article was written):

    1. Jira Data Center/Server 9.6.0 - 9.8.1 → UPM 6.1.0

    2. Jira Data Center/Server 8.18.0 - 8.22.6 → UPM 5.1.5

  3. Individually update and re-enable the plugins

  4. Tableau app begins working again, without any steps specific to it

We suggest applying a similar procedure on your end and letting us know the result.

Additional documentation that might be helpful when dealing with this error:

(The following is just additional Atlassian documentation that was reviewed when trying to troubleshoot the cases related to this error)