# 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>).

## Email address includes uppercase characters

The following error message appears, if email address includes any uppercase characters:

```text
2024-08-22T18:23:32,161  WARN QuartzScheduler_Worker-4 sailpoint.connector.testframework.IIQConnectorValidator:1200 - extracting errors from ProvisioningPlan
attrName: Email : attrValue: xxxxxxxxxUPPERCASE@xxxx.com : failed : Error Msg: null
```

**Resolution**: Ensure to provide email address in lowercase.

## Account aggregation does not promote groups as entitlements, resulting in groups not being populated in the entitlement catalog.

**Resolution**: Mark the entitlement as true for the group account schema attribute, as shown in the attached screenshot.

> [!NOTE]
>
> **Screenshot**
>
> [![Troubleshooting](<https://documentation.sailpoint.com/connectors/sap/local_identity_directory/saas/help/img/troubleshooting.png>)](<https://documentation.sailpoint.com/connectors/sap/local_identity_directory/saas/help/img/troubleshooting.png>)