# 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]() - [SailPoint Support Knowledge Base]() - [SailPoint Developer Community]() ## Debug Logs For information about managing additional source settings, including debug logging and downloading connector logs, refer to [Managing Additional Settings](). > [!NOTE] > > For more information on SailPoint's REST APIs, refer to [Best Practices: REST API Authentication]() and [REST API - Update Source (Partial)]() in the SailPoint Developer Community. ## Multiple access error **Issue**: SailPoint Identity Security Cloud Governance connector does not provision multiple access simultaneously. **Resolution**: This is an API limitation wherein more than one entitlement cannot be requested simultaneously. You may either send a request for two entitlements one after another or include all required entitlements in a single access profile and then, provision it. ## Test connection fails while generating token **Issue**: The following error appears during test connection: `[ConnectorError] Error while generating token: xxxxxxx Bad client credentials (requestId: xxxxxxxxx)` **Resolution**: Create an IP Address Allow List to enable access to the API. For more information regarding the steps to configure the IP Address Allow List, refer to [IP Address Allow List](). ## Aggregation filters other than those documented are not working **Resolution**: The connector supports only the filters listed on [this page](); any other filters, such as "like" is not supported. ## Command timed out error during provisioning **Issue**: The following error appears during any provisioning operation: `sp-connect command timed out.` **Resolution**: Add the following entry to the source XML using the REST API in the body of the PATCH request: `[{ "op": "add", "path": "/connectorAttributes/provisioningTimeout", "value": "600" }]` > [!NOTE] > > For more information on SailPoint's REST APIs, refer to [Best Practices: REST API Authentication]() and [REST API - Update Source (Partial)]() in the SailPoint Developer Community. ## Update account operation fails with status code 400 **Issue**: The following error appears during update account operation: `[ConnectorError] update account operation failed for: xxxxxxx Request failed with status code 400 (requestId: xxxxxxxxx)` **Resolution**: Ensure to deselect **User Level Caching** to avoid creating cache during update, and then retry performing update account operation. For more information, refer to [Aggregation Settings](). ## Account aggregation is failing with the error codes 502 and 504 **Resolution**: Add the following entry to the source XML using the REST API in the body of the PATCH request (the value can be increased up to 3600): `[{ "op": "add", "path": "/connectorAttributes/aggregateTimeout", "value": "600" }]` ## Read User (Get Object) is not bringing updated details after create or update provisioning operation If the read user (get object) operation is not bringing updated details without any errors after a create or update provisioning operation, follow the resolution steps below. **Resolution**: Add the following entry to the source XML using the REST API in the body of the PATCH request: `[{ "op": "add", "path": "/connectorAttributes/getObjectDelay", "value": 25 }]` The default value of `getObjectDelay` is 20 seconds. This entry sets the `getObjectDelay` attribute to 25 seconds, allowing sufficient time for the changes to propagate before the read user (get object) operation is performed. ## Enable/Disable status not showing properly for accounts **Resolution**: Ensure that the `identityState` and `identityStatus` attributes are added to the **Account Schema** of the SailPoint Identity Security Cloud Governance connector configuration page. For more information, refer to [Enable/Disable Statuses of Accounts](). > [!NOTE] > > To create, deploy, and link the customizer to the source using the SailPoint CLI, refer to [Customizers]() documentation in the SailPoint developer community. ## Request failed with status code 400 during Identity Refresh This error can occur during an Identity Refresh on the SailPoint Identity Security Cloud Governance connector when the system attempts to add an invalid user level to an identity. **Resolution**: To resolve this issue, assign a valid User level other than Access Intelligence Center - Admin (`sp:aic-dashboard-admin`). For more information, refer to [User Levels in Entitlement Aggregation](). ## User Level is not brought during account aggregation **Issue**: The SailPoint Identity Security Cloud Governance connector does not bring User Level during account aggregation. **Resolution**: Select **Enable User Level Caching** on the source configuration page. For more information, refer to [Aggregation Settings]().