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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:

Account Aggregation Error

The following error is returned by the Symitar server when the output lines after script execution exceeds the set the Maximum Specfile lines attribute in the client parameters. The max Maximum Specfile lines can be set to 10,000.

More specfile lines were output than could be returned in the response

Resolution:

  1. Check on your Symitar system to see if the Maximum Specfile lines lines are set to the maximum value.
  2. Even after setting the max value for the above attribute Symitar may return above error. In this case, powerOn script deployed on the system must be split to return smaller chunk of users. Refer to the following section.

How to split powerOn script to return smaller chunk of users

Splitting of the powerOn script depends on the number of users present on the system and the privilege group assigned to each user. This process assumes that the script deployed on the system is Sailpoint_Fetch_User_PowerOn_Script, and it is returning all the users present on the system i.e. 0-9499.

  1. Create three more scripts with the same name preceded by the number in sequence and copy the content of the script Sailpoint_Fetch_User_PowerOn_Script in each of the following script:

    • Sailpoint_Fetch_User_PowerOn_Script_2
    • Sailpoint_Fetch_User_PowerOn_Script_3
    • Sailpoint_Fetch_User_PowerOn_Script_4

  2. Edit each script by modifying line number 90 to return a smaller unique chunk of users as follows:

    • Sailpoint_Fetch_User_PowerOn_Script - FOR I = 0 TO 2500
    • Sailpoint_Fetch_User_PowerOn_Script_2 - FOR I = 2501 TO 5000
    • Sailpoint_Fetch_User_PowerOn_Script_3 - FOR I = 5001 TO 7500
    • Sailpoint_Fetch_User_PowerOn_Script_4 - FOR I = 7501 TO 9499

Deploy each script on Symitar, and aggregation must correctly work.

Symitar Service Is Not Exposed Directly

Due to some organizational requirements, the Symitar service needs to be hidden. If you use an intermediate custom proxy service between SailPoint and the Symitar service to hide it, configure a custom SOAPAction header.

Resolution: Configure the custom_soap_action_header in the connector attributes if you need a different SOAPAction header for all operations in Jack Henry. For example:

  • XML

    <entry key="custom_soap_action_header" value="http://www.symxchange.generated.symitar.com/poweron/executePowerOn"/>

  • JSON

    {
    "op": "update",
    "path": "/connectorAttributes/custom_soap_action_header",
    "value": "http://www.symxchange.generated.symitar.com/poweron/executePowerOn"
}

Namespace Error

You receive an error message similar to the following:

Namespace prefix <anyNameSpace\> has not been declared

Resolution: Ignore namespace checking. To ignore namespace checking, update the ignoreNamespacesPrefix parameter as follows using SailPoint REST APIs:

{
    "op": "update",
    "path": "/connectorAttributes/ignoreNamespacesPrefix",
    "value": "true"
}

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.

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