Connection Problems
This guide helps you resolve issues connecting to external services like SharePoint, Google Drive, Jira, Confluence, and other toolkit integrations.OAuth authentication failures
”Authentication failed” during connection
- Browser popups blocked — OAuth flows open a popup window. Ensure your browser allows popups for the Neural Factory domain.
- Third-party cookies — Some browsers block third-party cookies by default. Allow cookies for the authentication provider’s domain.
- Account permissions — The account you’re authenticating with must have the necessary permissions in the external service.
- Network restrictions — Corporate firewalls or VPNs may block the OAuth redirect. Try on a different network if possible.
Connection worked before but stopped
OAuth tokens expire periodically. To fix:- Navigate to Toolkits and find the affected connection
- Click Reconnect or Re-authorize
- Complete the OAuth flow again with your credentials
SharePoint connection issues
”Access denied” when connecting SharePoint
- Verify the authenticated account has at least Read access to the target SharePoint site
- Your Azure AD administrator may need to grant consent for the Neural Factory application
- Check if the site has specific access policies that restrict external applications
SharePoint site not appearing in browser
- The site may be a private or restricted site — ensure the authenticated account has access
- Try entering the site URL directly instead of browsing
Google Drive connection issues
”Permission denied” when connecting Google Drive
- The Google account must have at least Viewer access to the target folder
- Google Workspace administrators may need to allow the Neural Factory application
- Check if the folder is in a Shared Drive with restricted sharing settings
Jira / Confluence connection issues
”Connection test failed”
- Verify the Jira/Confluence instance URL is correct
- Ensure the authenticated account has API access enabled
- Check if the Atlassian instance has IP allowlisting that blocks Neural Factory’s servers
General troubleshooting steps
- Re-authorize the connection — Token expiry is the most common cause
- Check the external service — Verify the service itself is accessible and not experiencing downtime
- Review permissions — Ensure the authenticated account has the required access level
- Check network/firewall — Corporate networks may block connections to external services
- Contact support — If none of the above resolves the issue, contact support@neuralfactory.ai with the error details