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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:

Provisioning of account fails with subsidiary not found exception error.

Exception occurred in setEmployee USER_ERROR: Please enter value(s) for: Subsidiary was not found.

Resolution: Ensure the subsidiary is active and the service user has all the required permissions.

Test connection fails with an error message

Test connection fails with the following error message:

java.net.UnknownHostException: webservices.netsuite.com

This issue may occur if there is no Internet connection.

Resolution: Ensure that there is Internet connection.

Provisioning fails with a message

The following message is displayed when no role is assigned to an employee:

The account dont have access permissions to netsuite server, so roles can not be added

Resolution: Perform the following:

  1. Log in to Oracle NetSuite account.
  2. Assign at least one role to Employee.
  3. Run Account and Group aggregation.

Account/ Group Aggregation fails with an error message

Account/Group aggregation fails with the following error message:

The server encountered an unexpected error while contacting target system. Please check the logs.ExceededRequestLimitFault

Resolution: Perform either of the following:

  • Use Token Based Authentication to achieve concurrent execution.
  • Obtain the SuiteCloud plus license.

Test connection fails with Two-Factor Authentication Roles

Test Connection fails with the following error message when Two-Factor Authentication Roles is enabled (2FA authentication required) on the Managed System:

Enter valid Application ID, Email, Password, Role ID or verify user has valid permissions. [Error details] Error occurred before establishing the connection with NetSuite Server.InvalidCredentialsFault

Resolution: Use Token Based Authentication or disable the Two-Factor Authentication Roles (2FA) flag by setting it to not required on the Managed System (Oracle NetSuite).

Aggregation fails with an error message after an hour

Aggregation takes more than an hour and fails with the following error message:

Error received: openconnector.ConnectorException: InvalidSessionFault

Resolution: The NetSuite managed system has the default absolute session timeout value set to 60 minutes even if the session is active for User Credentials and Authentication. So Oracle recommends to use Token Based Authentication (TBA).

Group aggregation fails due to timeout issue

When token-based authentication is used, group aggregation fails after 60 minutes due to timeout issue.

The Oracle NetSuite connector can be configured to use REST Web Services with SuiteQL in order to prevent group aggregation timeout.

Resolution: Perform the following:

  1. Log in to your Oracle NetSuite account.

  2. Enable Rest Web Service on the Oracle NetSuite tenant.

    1. Go to Setup > Company > Enable features.
    2. Select the SuiteCloud sub-tab.
    3. Check the REST WEB SERVICES in the SuiteTalk (Web Services) section.

  3. Add the following additional permission to the role associated with the service account credentials:

    Permissions Level Sub-section of Permission Tab
    SuiteAnalytics Workbook Edit Report
    Bulk Manage Roles Full Setup
    REST Web Services Full Setup

  4. Add following entry key to source XML file.

    Refer to Best Practices: REST API Authentication and REST API - Update Source (Partial).

    <entry key="isSuiteQLEnable" value="true"/>

  5. Perform entitlement aggregation.

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