# 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>).

## Invalid Client / Unauthorized (401 on Token)

Description - This symptom occurs when the token request fails due to client authentication issues, resulting in a 401 unauthorized error.

Resolution - To resolve this issue, verify the Client ID and client secret are accurate. Ensure the Application user account is still enabled. Confirm the secret was not rotated without updating SailPoint.

## Cannot Reach API

Description - This symptom occurs when the system is unable to establish a connection to the API endpoint.

Resolution - To resolve this issue, ensure the API base URL is correct (tenant host, path `/BeyondTrust/api/public/v3`). Check network and firewall rules to ensure outbound connectivity is allowed.

## Forbidden or Empty Platforms

Description - This occurs when the API returns a forbidden error or fails to retrieve any platform data due to access restrictions.

Resolution - To resolve this issue, ensure there are valid API Access Policy permissions. The Application user is explicitly allowed to Get all platforms and Get all managed systems (or equivalent permissions).

## TLS or Certificate Issues

Description - This indicates a failure in establishing a secure connection to the API due to TLS or certificate validation errors.

Resolution - To resolve this issue, ensure there are no expired certificates and that there is no hostname mismatch. Check if corporate TLS inspection proxies are blocking, stripping, or modifying the traffic.