# 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/>)

## An Error Message Is Displayed While Performing the Operations

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.

## Aggregation Task Fails with an Error Message

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 the application configuration.

## Insufficient Privileges Displayed in the Managed System Due to Authorize Server Not Running in the Domain

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 `mbt -ctrl` to verify if there were no orphaned processes.
- Run `mbs -ctrl` to restart.

## An Error Message Appears During Aggregation

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 is set to **group** instead of **string**.

## Some Accounts Are Missing in the Account Aggregation Process of the Cerner Connector

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

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