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:

Debug Logs

For information about managing additional source settings, including debug logging and downloading connector logs, refer to Managing Additional Settings.

Create Account fails without defined Population

[ConnectorError] 400 ERR_BAD_REQUEST, Request failed with status code 400, Bad Request, {"id":"f773aa6f-b2f5-475b-a602-e2d81c387ac0","code":"INVALID_DATA","message":"The request could not be completed. One or more validation errors were in the request.","details":[{"code":"REQUIRED_VALUE","target":"population","message":"User population must be provided when created by a client."}]}

This error displays if the population is not provided during the account creation process or if any of the population is not marked as 'default' in the PingOne system.

Resolution: Ensure the population is provided during account creation or mark any population as 'default' in the PingOne system as per your requirement.

Create Account fails with invalid timezone

[ConnectorError] 400 ERR_BAD_REQUEST, Request failed with status code 400, Bad Request, {"id":"52a0ea76-157e-407f-9ce4-440167ebfae3","code":"INVALID_DATA","message":"Validation Error : [timezone must match \"^\\w+\\/[\\w-]+(\\/\\w+)?$\"]","details":[{"code":"INVALID_VALUE","target":"timezone","message":"must match \"^\\w+\\/[\\w-]+(\\/\\w+)?$\""}]} (requestId: 187df180b91348d4bd96360767e014bd)

This error displays if the time zone format is entered incorrectly during the account creation process.

Resolution: Ensure the timezone entered during create account conforms with the IANA Time Zone database format [RFC6557], also known as the "Olson" time zone database format [Olson-TZ]. For example, "America/Los_Angeles"

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