# 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/>)

## Certification Error

### User Doesn't Exist in the Database During Single Account Aggregation.

**Resolution**: Run the data extraction process before proceeding with the single aggregation. For more information, refer to [Updating MS-SQL Database Configuration for Data Extraction](<https://documentation.sailpoint.com/connectors/imprivata_eam/va/help/data_extraction.html#manually-updating-ms-sql-database-with-imprivata-eam-data>).

## Test Connection Failure

If a test connection fails, it may be due to one of the following errors:

### The Specified External Provisioning System Cannot Be Found.

**Resolution**: Ensure the **Provisioning Systems Adaptor Name** is correct and exists in the Imprivata EAM managed system. For more information, refer to [Provisioning System Adaptor Settings Requirements](<https://documentation.sailpoint.com/connectors/imprivata_eam/va/help/index.html#provisioning-system-adaptor-settings-requirements>).

### The Specified External Provisioning System Has Been Disabled in Imprivata.

**Resolution**: Ensure the **Provisioning Systems Adaptor** is enabled. For more information, refer to [Provisioning System Adaptor Settings Requirements](<https://documentation.sailpoint.com/connectors/imprivata_eam/va/help/index.html#provisioning-system-adaptor-settings-requirements>).

### Failed to Connect to the Imprivata EAM System.

The following error message occurs during the test connection:

```text
[ ConnectionFailedException ] [ Possible suggestions ] Ensure that the host is accessible. [ Error details ] Failed to connect to the Imprivata EAM System. Connect to <Imprivata Server Ip>:443<IPAddress> failed: Connection refused (Connection refused)
```

**Resolution**: Ensure the host URL is correct and the host is running.

### Driver Could Not Establish a Secure Connection to SQL Server.

The following error message occurs:

```text
Error - encrypt" property is set to "true" and "trustServerCertificate" property is set to "false" but the driver could not establish a secure connection to SQL Server by using Secure Sockets Layer (SSL) encryption
```

**Resolution**: Append the following in your Database URL: `;encrypt=true;trustServerCertificate=true`

### Failed to Execute the Database Query. 'STRING\_AGG' Is Not a Recognized Built-in Function Name.

The following error message occurs:

```text
Error - [ ConnectorException ]
[ Possible suggestions ] Please check the SQL syntax and database connection.
[ Error details ] Failed to execute the database query. 'STRING_AGG' is not a recognized built-in function name.
```

**Resolution**: Verify the Microsoft SQL Server version. The supported versions for the Imprivata EAM integration are Microsoft SQL Server 2017 and later. The `STRING_AGG` function is not recognized as a built-in function in versions of Microsoft SQL Server prior to 2017. Microsoft SQL Server 2016 and earlier versions do not support this function. For more information on supported MS SQL versions, refer to [Supported Managed Systems](<https://documentation.sailpoint.com/connectors/imprivata_eam/va/help/index.html#supported-managed-systems>).

## Single Account Aggregation Failure

### The User Does Not Exist in the Database During Single Account Aggregation.

**Resolution**: Run the Data Extraction process before proceeding with the single aggregation.

## Enabling Account Failure

### Failure While Creating a User with Enabled Status or Changing the Status of an Existing User to Enabled.

When the `userDisabled` attribute is not specified or its value is set to false, the new user is treated as enabled in the SPML request. The Imprivata EAM integration further checks the domain user setting and user license availability. If both the SPML request and the Imprivata EAM domain user setting enable the new user, but the user license limit is exceeded, the new user is created but disabled.

**Resolution**: Check if the license limit is exceeded and try again.