# 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/>)

## Debug Logs

For information about managing additional source settings, including debug logging and downloading connector logs, refer to [Managing Additional Settings](<https://documentation.sailpoint.com/saas/help/sources/managing_additional_settings.html>).

## Only One User Is Displayed After Aggregation

**Issue**: Previously created duplicate users (with different letter case) are present in a realm, however, when creating a new user only one user is showing after aggregation. This happens when an ID is already present (irrespective of the letter case) in Ariba realms.

**Resolution**: Ensure user values are unique. The SailPoint platform supports unique identities irrespective of the letter case.

## User `xxxxxxxxx` Already Exists Either as Enterprise or a Third Party User Error

**Issue**: The following error is displayed: User `xxxxxxxxx` already exists either as Enterprise or a Third Party user.

**Resolution**: Ensure user values are unique. The SailPoint platform supports unique identities irrespective of the letter case.

## Account Update, Enable, Disable, or Get Object Fails with HTTP 429

**Issue**: Account update, enable, disable, or Get Object fails because IPS returns HTTP 429.

**Resolution**: When the *feature flag* `CONETN_5677_RETRY_FOR_ARIBA` is enabled, set these attributes on the SAP Ariba source with the [Update Source (Partial)](<https://developer.sailpoint.com/docs/api/update-source-v-1/>) API:

```json
[
  {
    "op": "add",
    "path": "/connectorAttributes/aribaRetryableErrors",
    "value": "429"
  },
  {
    "op": "add",
    "path": "/connectorAttributes/aribaMaxRetryCount",
    "value": "3"
  },
  {
    "op": "add",
    "path": "/connectorAttributes/aribaRetryWaitTimeSeconds",
    "value": "5"
  }
]
```

- These attributes apply only when the feature flag is enabled.
- Retry applies to update, enable, disable, and Get Object. Get Object retry applies to both accounts and groups. Create is not retried.
- The retry count applies separately to each wrapped call.
- `aribaMaxRetryCount` defaults to 3 and cannot exceed 5. `aribaRetryWaitTimeSeconds` defaults to 5. Each later retry waits one step longer (5, then 10, then 15), and no single wait is longer than 30 seconds.
- `aribaRetryableErrors` accepts a list or comma-separated values. Numeric values match HTTP status codes, and text values match error messages regardless of case.
- If `aribaRetryableErrors` is empty, only 429 is retried.