# Wierd communication time out error **URL:** \ **Category:** General Questions\ **Tags:** onpremise-jira, exalate\ **Created:** [May 19, 2025, 7:06am UTC](https://community.exalate.com/t/wierd-communication-time-out-error/6397 "2025-05-19T07:06:00Z")\ **Posts on this page:** 6\ **Page:** 1
**Author:** ![caldese](https://avatars.discourse-cdn.com/v4/letter/c/2bfe46/32.png) [@caldese](https://community.exalate.com/u/caldese)\ **Post date:** [May 19, 2025, 7:06am UTC](https://community.exalate.com/t/wierd-communication-time-out-error/6397/1 "2025-05-19T07:06:00Z")
Dear all, We are facing to a wierd issue with Jira 10.x and Exalate plugin. Let me describe the scenario and hoping that some of your could help or have an idea how to solved We have the following VM structure which have not change Jira On promise ( WIndows server 2022) =\> lets call it JIRA\_A Jira Out on premise ( WIndows server 2022) =\> lets call it JIRA\_B **Actuall situation :** On Jira\_A and JIra\_B we are running Jira 9.12.15 and Exalate 5.22 When change occurs in JIra\_A, they are sync on Jira\_B wich then sync it out to our customer Jira Cloud through a PROXY server. From our PROXY Server , all communication is open and cloud url is fully open **Result** : Under this config all is working fine without any trouble in communication through a whole chain Problem situation : Due to Atlassian security , we must upgrade our Environement to Jira 10.x and the compatible version of Exalate. After doing such upgrade, exalate is not any more capable of communicating with the Jira cloud from the JIRA\_B. We receive a “ **Communication time ou** t error to the exalate cloud url” Please note that during that, our VM architecture has not change at all , even at the proxy side IF we simply roll back to previous version then it works again. Conclusion : There seems to be really an incompatible issue with Exalate and Jira 10.x at some point in such configuration Does anyone face such situation or have any idea where to investigate ? We have make a remote session with Exalate support team and so far they are still investigating and have no idea Thanks for sharing any suggestion regards ---
**Author:** ![Ezequiel\_Consorti](https://dub1.discourse-cdn.com/flex018/user_avatar/community.exalate.com/ezequiel_consorti/32/500_2.png) [@Ezequiel\_Consorti](https://community.exalate.com/u/Ezequiel_Consorti)\ **Post date:** [May 19, 2025, 12:06pm UTC](https://community.exalate.com/t/wierd-communication-time-out-error/6397/2 "2025-05-19T12:06:18Z")
Hi @caldese, thanks for reaching out. This is Ezequiel from the support team at Exalate, I believe that this issue will require in depth troubleshooting and investigation of your Jira logs, to avoid sharing sensitive data in this public side, I would highly recommend opening a ticket through our support portal. Here is the link: [Jira Service Management](https://exalate.atlassian.net/servicedesk/customer/portals) Once you have opened the ticket, me or one of our colleagues will start the investigation. Regards ---
**Author:** ![caldese](https://avatars.discourse-cdn.com/v4/letter/c/2bfe46/32.png) [@caldese](https://community.exalate.com/u/caldese)\ **Post date:** [May 19, 2025, 12:49pm UTC](https://community.exalate.com/t/wierd-communication-time-out-error/6397/3 "2025-05-19T12:49:35Z")
Hello Etequiel, In fact I am the guy with who we get a remote session to show your the case last time. I was posting this message in teh community in case someone else could potentially have the same issue. We have a long time running ticket with you and did not get feedback anymore about investigation I have write to you 2 times to get info. Thanks to tells us some news urgently , our management start to be really nervous as we have a security concern . > **[Jira Service Management](https://exalate.atlassian.net/servicedesk/customer/portal/5/EASE-39493)** Regards serge ---
**Author:** ![Majid](https://dub1.discourse-cdn.com/flex018/user_avatar/community.exalate.com/majid/32/343_2.png) [@Majid](https://community.exalate.com/u/Majid)\ **Post date:** [May 24, 2025, 7:38am UTC](https://community.exalate.com/t/wierd-communication-time-out-error/6397/4 "2025-05-24T07:38:02Z")
@Ezequiel_Consorti were you able to continue this via the support ticket please? ---
**Author:** ![Ezequiel\_Consorti](https://dub1.discourse-cdn.com/flex018/user_avatar/community.exalate.com/ezequiel_consorti/32/500_2.png) [@Ezequiel\_Consorti](https://community.exalate.com/u/Ezequiel_Consorti)\ **Post date:** [June 17, 2025, 10:37am UTC](https://community.exalate.com/t/wierd-communication-time-out-error/6397/6 "2025-06-17T10:37:14Z")
Yes, the issue is being handled via support ticket, and it is not related to configuration. ---
**Author:** ![caldese](https://avatars.discourse-cdn.com/v4/letter/c/2bfe46/32.png) [@caldese](https://community.exalate.com/u/caldese)\ **Post date:** [June 18, 2025, 7:48am UTC](https://community.exalate.com/t/wierd-communication-time-out-error/6397/7 "2025-06-18T07:48:48Z")
@Ezequiel_Consorti , @Majid , I have place an important message in the ticket we MUST move fast now my customer security and management raise a huge big Red light . A new security bulletin has been raised and we cannot move. Priorité is more that high now and communication reply is far too slow . Thanks to get backup to us faster Regards