# 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/>)

## Launch does nothing, or reports that no extension was found

The SailPoint Connectivity Browser Extension is not installed or is an unsupported version.

**Resolution**: Install or update the SailPoint Connectivity Browser Extension. For more information, refer to [Installing the SailPoint Connectivity Browser Extension](<https://documentation.sailpoint.com/connectors/disconnected_application/va/help/browser_extension_installation.html>).

## Recorder panel does not appear on the managed system

The origin of the managed system is not permitted, or the base URL does not match the managed system.

**Resolution**: Confirm the base URL, and confirm the hosts entered in **Browser Allowed Hosts**.

## Recording is not saved after confirming

The recording session expired, or the SailPoint tab was closed during recording.

**Resolution**: Leave the SailPoint tab open and record again.

## Authentication fails

Wrong credentials, a changed sign-in page, or a login that requires MFA or SSO.

**Resolution**: Verify the credentials, record the login sequence again, and confirm the account is exempt from MFA and SSO.

## Aggregation returns no accounts

The recorded list page no longer loads, or the service account cannot see the list.

**Resolution**: Confirm the service account can open the list page, then record the aggregation again.

## Aggregation returns some columns empty

Those attributes were selected from a single account recording and no list column carries them.

**Resolution**: Select the attributes from an account aggregation recording, or accept that they populate only on a single account read.

## Aggregation returns fewer rows than the managed system shows

The list page paginates differently than when it was recorded.

**Resolution**: Record the aggregation again.

## Single account aggregation reports an ambiguous match

The recorded search returns more than one row.

**Resolution**: Record single account aggregation again with a search that resolves to exactly one account.

## Single account aggregation reports account not found

The account does not exist, or the search field no longer matches on the account ID.

**Resolution**: Confirm the account, then record single account aggregation again.

## Provisioning reports success but nothing changed

The recording completed a form the managed system rejected silently.

**Resolution**: Record the operation again and confirm the confirmation screen of the managed system is included.

## Provisioning reports a failure after the change was applied

A step after form submission did not complete.

**Resolution**: Review the run log. The change was applied. Record the operation again to include the confirmation step.

## Account still shows as enabled after a disable

The Account Disable Status Attribute does not match the value the managed system sets.

**Resolution**: Correct the value in [Connection Settings](<https://documentation.sailpoint.com/connectors/disconnected_application/va/help/connecting.html#connection-settings>) and aggregate again.

## Every operation fails after a managed system upgrade

Recorded selectors no longer match.

**Resolution**: Record the affected operations again.

## Provisioning is unavailable on the source

Enable Provisioning is off.

**Resolution**: Turn on Enable Provisioning in [Base Configuration](<https://documentation.sailpoint.com/connectors/disconnected_application/va/help/connecting.html#base-configuration>).