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.

The following error message is displayed while performing the operations:

xml.soap.SOAPException: Read timed out" OR "call: Connection Refused: connect

Resolution: Ensure that the Cerner server is up and running.  

The Aggregation task fails with the following error message even when the test connection is successful:

An error has occurred retrieving user: XXXXXXX

Resolution: Verify the read and write privileges for the Cerner Administrator account provided in application configuration.

If insufficient privileges are displayed in the Managed System for a particular account and the domain server is not available, then the permissions of the account are disabled.

This issue is  related to the Authorize server not running in the domain. This is caused by an issue with the server controller service.

Resolution: Perform the following to cycle the Millennium domain and resolve the issue:

  • Run an mbt –ctrl to verify if there were no orphaned processes

  • Run an mbs –ctrl to restart

During group aggregation the following error message may appear:

"Exception during aggregation of Object Type Group on Application CernerOLD. Reason: sailpoint.connector.ConnectorException: Group Aggregation failed : [Unable to unmarshall request, error: Unexpected end of element {urn:cerner:xmlns:security-provisioning:refData}:refData]"

Resolution: Ensure that the position account schema attribute must be group instead of string.

Resolution: In the application settings, set the Manage Accounts filter to All and Remove the following customCharSet entry from the application.xml file:

Copy 
<entry key="customCharSet">
    <value>
      <List>
        <String>Z=Z</String>
        <String>z=z</String>
      </List>
    </value>
</entry>