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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:

Debug Logs

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

Issue: "SFTP connection failed: Authentication failed"

Cause: Incorrect SFTP username or password

Resolution:

  1. Verify SFTP credentials:

    1. Test the login with an SFTP client such as FileZilla or WinSCP.
    2. Confirm the username is correct (case-sensitive).
    3. Verify that the password is correct (no extra spaces, special characters).

  2. Check if the SFTP account is locked or disabled.

  3. Verify that the SFTP server allows password authentication (not just keys).
  4. Confirm that the service account has SFTP access (not just local login).

Issue: "SFTP connection timeout"

Cause: Network blocking, firewall, or incorrect host or port

Resolution:

  1. Verify SFTP host and port:

    • The default SFTP port is 22.
    • Confirm that your server uses a standard or custom port.

  2. Test connectivity: telnet.

  3. Check firewall rules allow outbound SSH (port 22). Increase the sftpTimeout value. The default is 30000ms; try increasing it to 60000ms.
  4. Verify that the SFTP server is running and accessible.

Issue: "Identity attribute missing from response"

Cause: Column name mismatch between data source and schema

Resolution:

  1. Verify that the identity attribute is in the schema.
  2. Check that the data source column name matches the schema header exactly.
  3. Verify the column contains data (not all null).

Issue: "Column names do not match schema"

Cause: Attribute names in the data source don't match their schema definitions

Resolution:

  1. Compare schema attributes to data source columns:

    1. Export the schema attributes to a list.
    2. Export the data source columns to a list.
    3. Find any differences and correct them.

  2. Common mismatches:

    • Case: firstName vs FirstName
    • Spaces: jobTitle vs Job Title
    • Underscores: first_name vs firstName

  3. Do one of the following:

    • Rename data source columns (recommended)
    • Update schema attributes (if acceptable)

Issue: "CSV file not found"

Cause: Incorrect file path or the file doesn't exist

Resolution:

  1. Verify that the file path is absolute (from SFTP root):

    • Incorrect - accounts.csv

      (relative)

    • Incorrect - ~/accounts.csv

      (tilde not supported)

    • Correct - /sailpoint/data/accounts.csv

      (absolute) 2. Test the path in the SFTP client:

    • Connect with the SFTP client.

    • Go to the specified path.
    • Confirm that the file exists.

  2. Check file permissions. The SFTP user must have read access.

  3. Verify that the file was uploaded by the RPA workflow before aggregation.

Issue: "CSV parsing error: Values count doesn't match headers count"

Cause: CSV file has malformed rows (mismatched column count)

Resolution:

  1. Validate the CSV format:

    1. Open in Excel or another text editor.
    2. Check that each row has the same number of columns.
    3. Look for missing commas or extra commas.

  2. Check for unescaped commas in values:

    • Incorrect - john@company.com,John Doe, Jr.,Engineering

      (comma in name not quoted)

    • Correct - john@company.com,"John Doe, Jr.",Engineering

      (comma in quotes) 3. Verify line endings (Unix LF vs Windows CRLF) - usually auto-detected. 4. Check for empty rows (remove trailing new lines).

Issue: "Job polling timeout: Job did not complete within expected time"

Cause: Workflow takes longer than what polling timeout allows

Resolution:

  1. Calculate current timeout.

    • Formula: maxPollAttempts × pollIntervalSeconds
    • Example: 20 × 30 = 600 seconds (10 minutes)

  2. Check the average workflow execution time in the RPA platform:

    1. View job history in Orchestrator.
    2. Find the average duration.

  3. Adjust polling settings:

    • If workflows average eight minutes, but timeout is 10 minutes, increase to 15-20 minutes.
    • Increase maxPollAttempts to 30-40, or increase pollIntervalSeconds to 45-60.

  4. Optimize workflow:

    • Reduce unnecessary waits.
    • Optimize selectors.
    • Parallelize steps where possible.

Issue: "Job execution failed: Status field is missing from OutputArguments"

Cause: Workflow does not return the required output structure

Resolution: Check OutputArguments in the job details. Verify that the format matches the expected structure.

Issue: "Job succeeded but operation failed: [error message]"

Cause: Workflow returned Status = false, indicating that the operation failed in target system

Resolution:

  1. Check the error message in the SailPoint provisioning history.
  2. Review the job logs for detailed error information.

  3. Common causes:

    • Account already exists (CREATE)
    • Account not found (UPDATE/DELETE)
    • Invalid attribute value
    • Insufficient permissions in target system
    • Target system validation error

  4. Verify that the input data is valid:

    1. Check attribute values make sense.
    2. Confirm required fields are present.
    3. Validate format (email, phone, etc.).

  5. Test the workflow manually in target system to test if the UI automation is failing.

Issue: "Identity attribute missing from job output"

Cause: Workflow didn't return the identity attribute in the Attributes field

Resolution:

  1. Identify your identity attribute.

  2. Check that the workflow's Attributes output includes this field:

    {
  "Status": true,
  "message": "Success",
  "Attributes": "{\"email\":\"john@company.com\", ...}"
             ↑ Must be present
}

  3. Update the workflow to always capture the identity attribute:

    • For CREATE: Scrape the generated ID after creation.
    • For UPDATE: Include the identity attribute from the input.
    • For DELETE: Include the identity attribute from the input.

  4. Validate before returning:

    If Not attributes.ContainsKey("email") Then
    Throw New Exception("Identity attribute missing")
End If

Issue: "Failed to parse job response: Invalid JSON"

Cause: The OutputArguments value is not in a valid JSON format

Resolution:

  1. Check OutputArguments in job details:

    1. Is it empty? (missing assignment)
    2. Is it malformed JSON? (syntax error)

  2. Common JSON errors:

    1. Missing quotes:

      • Incorrect - {Status: true}
      • Correct - {"Status": true}

    2. Trailing comma:

      • Incorrect - {"Status": true,}
      • Correct - {"Status": true}

    3. Single quotes:

      • Incorrect - {'Status': true}
      • Correct - {"Status": true}

    4. Unescaped quotes in strings:

      • Incorrect - {"message": "User "John" created"}

  3. Use the JSON serialization library; don't build JSON strings manually.

    Correct (uses serialization)
    out_OutputArguments = JsonConvert.SerializeObject(outputDict)

Incorrect (manual string building)
    out_OutputArguments = "{""Status"": true}"

  4. Test JSON validity:

    1. Copy the OutputArguments value.
    2. Paste it into an online JSON validator.
    3. Fix any syntax errors the validator finds.

Issue: "Provisioning Timeout"

Cause: Provisioning operations fail because operations take longer than the connector expects

Resolution: Configure the provisioningTimeout attribute to help compensate for longer duration provisioning operations. For example, if your current time value is 180 seconds and you experience provisioning timeout errors, update the provisioningTimeout attribute as follows, thereby doubling the allowed provisioning operation duration:

[
    {
        "op": "replace",
        "path": "/connectorAttributes/provisioningTimeout",
        "value": 360
    }
]

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