# Troubleshooting

If you encounter any of the following issues or errors, SailPoint recommends that you follow the guidance provided below to resolve the error before contacting SailPoint Support.

For issues or errors that are not addressed in this connector guide, refer to the following resources for troubleshooting information:

- [SailPoint Identity Services Documentation](<https://documentation.sailpoint.com/saas/help/index.html>)
- [SailPoint Support Knowledge Base](<https://support.sailpoint.com/csm?id=kb_view2&amp;kb_id=05ff44289f011200550bf7b6077fcfa3>)
- [SailPoint Developer Community](<https://developer.sailpoint.com/>)

## Debug Logs

For information about managing additional source settings, including debug logging and downloading connector logs, refer to [Managing Additional Settings](<https://documentation.sailpoint.com/saas/help/sources/managing_additional_settings.html>).

## Enabling or Disabling an Account Fails

**Issue**: Enabling/disabling an account fails with the error: `Error while disabling account: Unauthorized`

**Resolution**: Cross-check the attribute encrypted in the source config and verify whether the `adminApiToken` is missing in the value section. Then append the `adminApiToken` values using the following API request.

Add the following entry to the source using the SailPoint REST APIs:

`PATCH 'https://{orgName}.api.sailpoint.com/v3/sources/<source-id>'`

In the body of the `PATCH`, use the raw-data as follows:

```javascript
{
        "op": "add",
        "path": "/connectorAttributes/encrypted",
        "value":  "apiToken,adminApiToken"
    }
```

## Command Times Out During Provision or Enable/Disable Operations

**Issue**: A command times out during provision or enable/disable operations.

**Resolution**: Set the `provisioningTimeout` attribute to `600`.

Update the provisioningTimeout attribute as follows:

```javascript
[
    {
        "op": "add",
        "path": "/connectorAttributes/provisioningTimeout",
        "value": 600
    }
]
```

## Single Account Aggregation Failure Involving the ProjectRole Attribute

**Issue**: Single account aggregation fails when the entitlement attribute `ProjectRole` is present in the account schema.

**Resolution**: Add the following entry to ensure that membership aggregation of Project Roles is skipped with the ResourceObject (RO) as incomplete. Sending the RO as incomplete ensures that the existing Project Role assignments are not removed from SailPoint. Full aggregation is not impacted by this entry.

```javascript
key : skipProjectRoleForGetObject
value : true
```

## Project Role Entitlement Aggregation Failure; Stream Timeout

**Issue**: Entitlement aggregation fails for object type `ProjectRole` with:

`An internal error occurred handling stream response from the server`

This happens when Project Role aggregation runs longer than the default stream timeout. The connector must walk projects and their roles before returning the stream, so large sites can exceed the limit.

**Resolution**: Increase the aggregation timeout on the source so the Project Role stream can complete. Account aggregation and other entitlement types are not affected by this entry.

```javascript
key: aggregateTimeout
value: 3600
```