User is unable to download Jira Cloud addin for Outlook in the Microsoft Marketplace app store

Question

User is unable to download Jira Cloud addin for Outlook in the Microsoft Marketplace app store

M 20

User is experiencing this issue when trying to get this Jira Cloud add-in for his outlook. Is there anything we can do on our end to allow downloading this add-in?

https://pages.store.office.com/addininstaller.aspx?assetid=WA200000056&ui=en-us&rs=en-us&sourcecorrid=706bb97a-fb50-48dd-adf5-0146c4b3c8a7&referrer=azmktplc%3A706bb97a-fb50-48dd-adf5-0146c4b3c8a7

{"Message":"Internal Server Error","ErrorMessage":"Unable to read RPS data encryption certificate","RequestId":"

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Answer accepted by question author

Kai-L 19,155 Microsoft External Staff Moderator

Dear M,

Good day, and I appreciate the detailed description of your issue. As a forum moderator, I genuinely wish I could directly access your account or delve into the backend systems to diagnose and fix this for you. However, our role here is limited to providing general guidance and solutions that can be applied by users. The error message is the key clue here: "Internal Server Error", "Unable to read RPS data encryption certificate". This does not appear to be a problem with the Jira Cloud for Outlook add-in itself, or with a permission configured by your organization. The error is being returned by the Microsoft add-in acquisition / install service when it tries to process the marketplace installation request through that specific URL. Please try the following steps to see if they help:

1.Add the add-in directly within Outlook

Instead of using the marketplace installation URL, have the user try installing it from within Outlook:

Open Outlook on the Web.
On the left pane, select More apps > Add apps
Search for Jira Cloud for Outlook
Attempt installation directly from Outlook.

If installation works there, the marketplace URL is likely the issue.

2.Deploy the add-in centrally (admin)

Alternatively, an administrator can deploy the add-in tenant-wide or to a specific group, which bypasses the individual marketplace URL entirely:

Go to the Microsoft 365 Admin Center > Settings > Integrated apps.

Select Get apps.

Search for Jira Cloud for Outlook.

Deploy it to the user, a specific group, or the entire organization.

3.Contact Microsoft support

If neither method works, the error likely points to a backend service issue that only Microsoft can investigate. In that case, I recommend that the Global Admin in your organization create a service request with Microsoft Support. A technical support engineer can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin. If you don't know who your IT administrator is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support

I hope this information is helpful. Please follow these steps and let me know how it goes. If you have any questions or need further assistance, please feel free to share them in the comments so I can continue to support you. Thank you for your patience and understanding. I'm looking forward to your reply.

If the answer is helpful, please click "Yes" and kindly upvote it.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Kai-L 19,155 Reputation points Microsoft External Staff Moderator

2026-07-27T20:38:58.8966667+00:00

Dear M,

It has been a while and I am writing to see how things are going with this issue. If there’s anything else I can assist you with or if you need further clarification, please don’t hesitate to let me know, I’m here to help. Looking forward to hearing from you. Wishing you a great day ahead!
M 20 Reputation points

2026-07-27T21:08:41.1733333+00:00

Hello Kai-L,

I'm waiting to hear back from the user to see if step 1 has worked for him. If not, we were going to try step 2. Thank you for reaching out. I'll definitely keep you posted if any of the steps work.
Kai-L 19,155 Reputation points Microsoft External Staff Moderator

2026-07-29T19:52:17.5733333+00:00

Dear M,

Good day, and thank you for the update earlier.

I wanted to follow up and see how things are going on your end. Did the user have a chance to try installing the add-in directly from within Outlook, and if so, did it work? If that did not help, were you able to try the admin deployment through Integrated apps? Please feel free to share whatever you find, and I will do my best to help from there.

Looking forward to your reply.
M 20 Reputation points

2026-07-29T20:13:36.5766667+00:00

Hello @Kai-L

Something odd happened. I tried to get the gist when the user explained it. The user said Jira Cloud began working after it prompted him to sign into the correct account while accessing the SUP link from an outside-organization user’s email. That suggests Jira Cloud had already downloaded and installed for the user. He said he did nothing else between the error and it working. I asked admin whether the add-in could be pushed via Microsoft Admin Center, so that may be the reason. Thank you for your help.
Kai-L 19,155 Reputation points Microsoft External Staff Moderator

2026-07-29T21:05:15.3733333+00:00

Dear M,

Thank you for the update, and I'm glad to hear it is working now.

Your theory sounds very plausible. If your admin deployed the add-in through Integrated apps in the Microsoft 365 Admin Center, it would have been pushed to the user's Outlook automatically, bypassing the marketplace installation that was throwing the error. It may be worth confirming with your admin, so you have a reliable method for any future users who need the same add-in.

If you have found my support helpful, I would really appreciate it if you could upvote and mark the answer as accepted on your post, as it also helps other community members who may run into a similar situation in the future. Wishing you all the best, and please feel free to reach out anytime.

1 additional answer

Your answer

Kai-L 19,155 Reputation points Microsoft External Staff Moderator

2026-07-27T20:38:58.8966667+00:00

Dear M,

It has been a while and I am writing to see how things are going with this issue. If there’s anything else I can assist you with or if you need further clarification, please don’t hesitate to let me know, I’m here to help. Looking forward to hearing from you. Wishing you a great day ahead!
M 20 Reputation points

2026-07-27T21:08:41.1733333+00:00

Hello Kai-L,

I'm waiting to hear back from the user to see if step 1 has worked for him. If not, we were going to try step 2. Thank you for reaching out. I'll definitely keep you posted if any of the steps work.
Kai-L 19,155 Reputation points Microsoft External Staff Moderator

2026-07-29T19:52:17.5733333+00:00

Dear M,

Good day, and thank you for the update earlier.

I wanted to follow up and see how things are going on your end. Did the user have a chance to try installing the add-in directly from within Outlook, and if so, did it work? If that did not help, were you able to try the admin deployment through Integrated apps? Please feel free to share whatever you find, and I will do my best to help from there.

Looking forward to your reply.
M 20 Reputation points

2026-07-29T20:13:36.5766667+00:00

Hello @Kai-L

Something odd happened. I tried to get the gist when the user explained it. The user said Jira Cloud began working after it prompted him to sign into the correct account while accessing the SUP link from an outside-organization user’s email. That suggests Jira Cloud had already downloaded and installed for the user. He said he did nothing else between the error and it working. I asked admin whether the add-in could be pushed via Microsoft Admin Center, so that may be the reason. Thank you for your help.
Kai-L 19,155 Reputation points Microsoft External Staff Moderator

2026-07-29T21:05:15.3733333+00:00

Dear M,

Thank you for the update, and I'm glad to hear it is working now.

Your theory sounds very plausible. If your admin deployed the add-in through Integrated apps in the Microsoft 365 Admin Center, it would have been pushed to the user's Outlook automatically, bypassing the marketplace installation that was throwing the error. It may be worth confirming with your admin, so you have a reliable method for any future users who need the same add-in.

If you have found my support helpful, I would really appreciate it if you could upvote and mark the answer as accepted on your post, as it also helps other community members who may run into a similar situation in the future. Wishing you all the best, and please feel free to reach out anytime.

Answer 1

Stefan Blom 352.1K MVP Volunteer Moderator

Check with the software creator's support; information should be available via the product info at https://marketplace.microsoft.com/en-us/product/WA200000056?tab=Overview. Maybe there is a known issue or something related to your Jira subscription.

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