# 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/>)

## Failed to Deserialize GetCertificate

**Error**:

```text
ERROR (0,0) : Failed to deserialize GetCertificate request data
```

**Resolution**: Check the encrypted field in the source.xml to ensure it has the `password,domainConnPassword` values. For example: `"encrypted": "password,domainConnPassword"`

## Decrypting the Password Attribute Fails

**Error**:

```text
Error decrypting password attribute
```

**Resolution**: Check the encrypted field in the source.xml to ensure it has the `password,domainConnPassword` values. For example: `"encrypted": "password,domainConnPassword"`

## Missing Entitlements in Aggregations with More Than 300 Entitlement with Same Prefixed with "AH\_"

**Error**:

```text
Missing Entitlements in Aggregations with more than 300 entitlement with same prefixed with "AH_".
```

**Resolution**: Add the following entry using the application Debug page: [update-source](<https://developer.sailpoint.com/docs/api/v3/update-source/>)

In the body of the POST, use form-data as follows:

- **Key**: `handleSpecialCharsForRoleSearch`
- **Value**: `true`

> [!NOTE]
>
> For more information on SailPoint's REST APIs, refer to [Best Practices: REST API Authentication](<https://developer.sailpoint.com/docs/api/authentication/>) and [REST API - Update Source (Partial)](<https://developer.sailpoint.com/docs/api/update-source-v-1/>) in the SailPoint Developer Community.

## Password Error

There is an error if the **Confirm Password** field does not match the **New Password** field.

**Resolution**: Perform the following:

1. Go to the user component interface.
2. Delete the **Password** field.
3. Drag and drop the **OPERPSWD** from **PSUSRPRFL\_WRK**.
4. Rename the **OPERPSWD** field to **Password**.
5. Regenerate the jar file.

## When Creating a User an Error Message Appears

**Error**:

```text
openconnector.ConnectorException: openconnector.ConnectorException: Could not find property info for: IDTypes
```

This error appears if the **PSOPRALIAS** attribute has not been renamed to **IDTypes** when creating the component interface.

**Resolution**: The **PSOPRALIAS** attribute must be renamed to **IDTypes**.

## Connection Errors

**Error**:

```text
Cannot connect to PeopleSoft - Direct application from the Application configuration page with jars location specified.
```

The jar file that is created may not have the correct folder structure. For example, if the newly created folder is `C:\CI` then the Class files must be present under the `"C:\CI\PeopleSoft\Generated\CompIntfc"` directory. The jar command needs to be run from the outer directory.

**Resolution**: In a Command Window enter the following:

1. cd C:\\CI
2. Run the command: `jar -cvf iiqPeoplesoftCompInt.jar *`

When trying to connect the following error message appears:

```text
DOWNbea.jolt.ServiceException: Invalid Session exception
```

This error occurs when the PeopleSoft server is not accessible and has one of the following reasons:

- The application server is down

  **Resolution**: Restart the Application Server by navigating to the application designer and then restarting it for the specified version.
- The configuration details are not correct.

  **Resolution**: Enter the correct configuration values for the respective fields.

## PeopleSoft Account Creation Fails with an Error When Employee ID Is Provided in the Provisioning Form

**Error**:

```text
Sailpoint.connector.ConnectorException: ERROR (0,0) : Failed to execute PSBusComp request ERROR (91,34) : Error changing value. {IIQ_USERS.IDTypes(2).Attributes(1).AttributeValue} (91,34) ERROR (15,11) : Invalid value -- press the prompt button or hyperlink for a list of valid values (15,11)
```

**Resolution**: The error occurs when the EMP\_ID provided in the provisioning form is not a valid employee. Provide a valid active employee in the provisioning form to assign the newly created user.

## Failed to Deserialize GetCertificate During Test Connection

**Error**:

```text
Failed to deserialize GetCertificate request data Test connection failed
```

**Resolution**: This error during the test connection. Upload the JAR file manually to the CCG/custom folder, and then reboot in order for the source to work in the test connection.

## "SAILPOINT\_USERS" Component Interface Throws an Error After Importing in PeopleSoft 8.62 Version

**Resolution**: Follow the below steps to make the necessary changes for the "SAILPOINT\_USERS":

1. Delete all the attributes that are incorrect in the left side panel as shown in the attached screenshot as an example.

   > **Screenshot**
   >
   > [![Component Interface 8.62](<https://documentation.sailpoint.com/connectors/oracle/peoplesoft_erp/va/help/img/component_interface_8_62.png>)](<https://documentation.sailpoint.com/connectors/oracle/peoplesoft_erp/va/help/img/component_interface_8_62.png>)
2. Expand DERIVED\_PSWD in the right side panel.
3. Drag and drop the same attributes from the right side panel and update the Attribute Name.

   | Existing Attribute Name | New Attribute Name |
   | --- | --- |
   | PTPSWDCLEARTXTNEW | Password |
   | PTPSWDCLEARTXTCONF | ConfirmPassword |
   | CHANGE\_PWD\_BTN | ChangePassword |

## PeopleSoft Entitlement Aggregation Hangs When the Target Server Is Unavailable

During a PeopleSoft Direct entitlement aggregation, if the target application server becomes unavailable due to downtime or a network interruption, the aggregation task does not terminate. Instead, it remains indefinitely in a Running or In Progress state.

This interruption can also cause the aggregation to retrieve incomplete data, which may lead to the unintended removal of entitlements during the reconciliation process.

**Resolution**: To handle transient connection issues, configure a retry mechanism by setting the `retryCount` parameter. This allows the system to attempt to reconnect to the PeopleSoft server a specified number of times before terminating the task. For example,

```text
Key="retryCount", Value="5"
```

## Test Connection Fails with TM\_ALLOW\_NOTLS Error

During test connection for a source the operation fails with an error indicating that the TM\_ALLOW\_NOTLS environment variable is not set, which prevents the system from making a connection to the target application.

**Resolution**: To resolve this issue, follow these steps:

1. Open a terminal to the VA and run the following command:

   ```text
   sudo chown -R sailpoint /home/sailpoint/ccg
   ```
2. Open the `vi ~/ccg/java_overwrites.yaml`
3. Add the following lines to the file.

   ```text
   Extra: -DTM_ALLOW_NOTLS=Y
   ```
4. Save the file and restart the CCG service to apply the new configuration.