# 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>).

## Test connection fails

**Resolution**: Verify the **Jenkins URL**, **User Id**, **API Token**, TLS trust, and network access from SailPoint to your Jenkins endpoint. If a firewall limits access to Jenkins, confirm the SailPoint source IP addresses are on the allow list. Refer to [Prerequisites](<https://documentation.sailpoint.com/connectors/jenkins/saas/help/index.html#prerequisites>). When **Open Source Jenkins** is disabled, confirm the **Operations Center context path** is a single path segment (for example `cjoc`) and not a full URL. Confirm the API token is valid and the integration account has permission to call the Jenkins REST APIs (including `whoAmI`).

## Dataset aggregation returns no data

**Resolution**: Confirm dataset aggregations are started or scheduled under **Dataset Management** for `jenkins:credentials`, `jenkins:controllers`, and `jenkins:pipelines`. Verify the integration account can read the system credentials store, Operations Center managed controller catalog (when applicable), and job tree APIs on each target Jenkins instance.

## Dataset aggregation fails or times out

**Resolution**: On large CloudBees Jenkins Operations Center deployments, aggregation may take longer to complete across managed controllers. If aggregation fails with `command invocation expired`, retry during a maintenance window, reduce concurrent load on the Jenkins controllers, or contact SailPoint Support with connector debug logging enabled.

## Pipelines or credentials missing from managed controllers

**Resolution**: Verify **Operations Center context path** and that the integration account can reach each managed controller's credentials store and job tree. Confirm pipeline identities include the controller scope prefix (for example `kaizen/job-name`) where your deployment uses shared job names across CJOC and controllers.

## Jenkins returned HTML instead of JSON

**Resolution**: This usually indicates an incorrect **Jenkins URL** or **Operations Center context path**, or a redirect to a login page. Verify the URL your administrators publish for API access and that the integration account authenticates successfully outside SailPoint.

## Enable connector debug logging

**Resolution**: Enable **Enable debug logging** and set an appropriate **Debug log expiry**. Re-run **Test connection** or dataset aggregation, then collect connector logs for SailPoint Support if issues persist.