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Unable to Access AI Assistant and Junie Due to Authentication Issues

Yu Kok Yong
Updated

Problem

User is unable to access AI Assistant and Junie despite attempting multiple troubleshooting steps such as reauthentication and restarting the IDE.

image1.png

Cause

The root cause appears to be related to failed proxy connections and authorization issues, alongside a potential session expiry problem for the user's account.

Resolution

  1. Verify Network Configuration: Check if the user is connected to a VPN or using a proxy, and ensure the proxy settings within the Toolbox App are correctly configured. Navigate to 'Settings → Proxy' in the Toolbox App, and configure the proxy by selecting the HTTP type and adding the required credentials.

  2. Test Direct Connection: Attempt to access the IDE Services URL directly in a browser to confirm network connectivity and proxy functionality. If unsuccessful, collaborate with the network administrator to resolve proxy-related issues.

  3. Leave and Rejoin Organization: Leave the organization in the Toolbox App and rejoin it. Steps:

    • Open the Toolbox App.
    • Click the "Menu" icon at the top-right corner.
    • Navigate to "Settings" and click "Leave...".
    • Restart the Toolbox App and click the "Join <Organization-Name>" button in the IDE Services web UI.

  4. Use Correct Authentication Module: If the issue persists, confirm whether the user is using the correct auth module for authentication:

    • If you're not using JetBrains Account Auth Module and didn't authenticate via the correct auth module, the displayed error is expected: image.png
    • If using JetBrains Account Auth Module, ensure the admin adds the user's email or domain to the allowed list in IDE Services Auth Modules to resolve the error as previously mentioned. Please also review: Users rejected due to unmatched domain in authentication module | Knowledge Base for more information.
    • If you're auth module other than JetBrains Account such as Okta, please click the Okta icon at the bottom of the login form on the IDE Services login page. (For Entra ID, click Entra ID icon instead, and vice versa)

  5. Provide Logs for Further Assistance: If these steps do not resolve the problem, please upload the IDE log and share it with the Support Team. Troubleshooting | IDE Services Cloud Documentation

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