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


  • 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


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.



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.