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.

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.

The following error message appears when test connection fails:

[InvalidConfigurationException] [Possible suggestions] Provide right credentials. [Error details] Failed to authenticate the ssh credentials for user: <user> to the host: XXX.XX.XX.XXX

Resolution: Update /etc/ssh/sshd_config file for the following entry and restart sshd: PasswordAuthentication yes

The following error message appears when aggregation fails:

Exception during aggregation of Object Type account on Application Solaris. Reason: Unable to create iterator sailpoint.connector.InvalidResponseException: [InvalidResponseException] [Possible suggestions] Make sure standalone command works with the UNIX terminal. The standalone command is - cat /etc/group | grep -v '^+' | grep -v '^-' [Error details] Command failed. Status: 1, Output: sh: spt_tmp_groupsb257b857860c4518a5fcac11f789a133: cannot create [Permission denied]

Resolution: Create a home directory for the sudo user and run aggregation again. Ensure that the sudo user is able to create files in its home directory.

Aggregation/test connection fails with the following timeout error:

Exception during aggregation of Object Type account on Application Solaris. Reason: Unable to create iterator sailpoint.connector.TimeoutException: [TimeoutException ] [Possible suggestions] Tune the parameter <sshTimeOut>. [Error details] Timeout occurred while reading output stream for the executed command.

Test Connection fails with following timeout error:

[TimeoutException] [Possible suggestions] Tune the parameter <sshTimeOut>. [Error details] Timeout occurred while reading output stream for the executed command.

Resolution: Change the value of the sshWaitTime (in milliseconds) attribute per your requirement using the REST API. The default value is 500.

There is a timeout error for the Solaris instances. If your Solaris system has third-party software (for example, Centrify) installed, then it does not display a custom prompt.

Note
If setting sshWaitTime does not solve the problem, connect to the Solaris machine using the sudo user to check the system's behavior.

After executing the following command, it should prompt for %SAILPOINTSUDO where the user enters the sudo's password:

sudo -p %SAILPOINTSUDO echo TestConnection

However, because of third party software (for example, Centrify) that is installed on the Solaris system, it does not prompt for the %SAILPOINTSUDO, it displays a different prompt. In this case, the connector does not detect that it is asking for the sudo's password.

For example, if the system prompts for the CSO Password. Then the source understands that it is a prompt for the sudo user's password.

Resolution: Set the custom prompt in the SudeoPassPrompt attribute using the REST API.

The following error message appears when aggregation fails:

Exception during aggregation of Object Type account on Application Solaristrouble. Reason: Unable to create iterator sailpoint.connector.InvalidResponseException: [InvalidResponseException] [Possible suggestions] Make sure standalone command works with the UNIX terminal. The standalone command is - date '+%m/%d/%Y %H:%M:%S' [Error details] Command failed. Cannot collect systems current date. Status: SAILPOINT>echo $? 0

Resolution: Set the DEFAULT_SSH_SHELL attribute to the default shell, as set in the Solaris system using the REST API. The default value is bash.