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.

Aggregation fails for upgraded source if configured to Manage Administrator Users with the following error message:

Exception during aggregation of Object Type account on Application <Application Name>. Reason: Unable to create iterator sailpoint.connector.ConnectorException: [ConnectorException] [Error details] <Host Address>null.

Resolution: Ensure that the following entry key is present in the application debug page:

<entry key="adminUsersUri" value="/admin/v1/admins"/>

Bad request timestamp Error: If any additional server is configured in virtual appliance (VA) to pass the traffic, test connection fails with the following error:

Unable to connect to Duo. [ ConnectorException ] [ Error details ] Duo error code (40105): Bad request timestamp

Test Connection fails with the following error message when the time of the system is not synchronized:

Unable to connect to Duo. [ConnectorException] [Error details] Duo error code (40105): Bad request timestamp

Resolution: This is because the system's time is out of sync. Ensure that the additional server time is correctly synced with the NTP time. The timestamp of the additional server instance must be updated to the current date.

During provisioning policy while configuring the phone_type or phone_platform attribute the following error message is displayed:

openconnector.ConnectorException: Both attributes 'phone_type' and 'phone_platform' are required.

Resolution: When configuring the provisioning policy, add the phone_type and phone_platform attributes.