Summary

The connection is suddenly not working and when you test the connection, you get the following error message: 

Failed to establish connection to remote system 
; nested exception is: org.xml.sax.SAXException: Invalid element in net.customware.plugins.connector.salesforce.wsdl.partner.fault.UnexpectedErrorFault -upgradeURL

Environment

  • JIRA v6.3.x and below with Java 7 (Reached Atlassian EOL)

  • Salesforce & JIRA Server Connector v5.6.2 and below


Diagnostics Steps

Test the connection

  • Go to JIRA > Add-ons > Connections > Test


Cause

This is caused by Salesforce disabling the TLS 1.0 encryption protocol and upgrading to TLS 1.1 or higher. JIRA version 6.3 and below with Java 7 is not compatible with TLS 1.1 and above. 

Please refer to this link for more information regarding Salesforce disabling TLS 1.0.

Workaround

Resolution

Upgrading your server to at least v7.2 (EOL Date: Aug 23, 2018), use Java 8 and install the latest compatible Salesforce JIRA Connector.

Please note that upgrading to Java 8 alone is insufficient. A Jira upgrade to a newer version is also required. Jira v6.3 instance with Java 8 would still be affected by this problem.