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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:

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:

{
        "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:

[
    {
        "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.

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.

key: aggregateTimeout
value: 3600

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