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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:

Update operations fail with "transaction status is queued" message

Attempts to provision update operations fail with a message similar to the following:

[openconnector.ConnectorException: Update operation for NAMEADDRESS failed. Error messages are [Transaction status is Queued. It has been staged to staging table but has not yet been sent to the import plug-in].]

Resolution - Increase the poll timeout value. The poll timeout value is in seconds. The default value is 10 seconds. Add the following entry into the source XML using the REST APIs:

Attribute - conProvResultPollTimeout

Value - <duration_in_seconds>

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.

An error occurs while querying the UKG Pro Core HCM server

While provisioning employee attribute updates, you may see the following error message:

[ InvalidResponseException ]
[ Possible suggestions ] An error occurred while querying the UKG Pro Core HCM server. Make sure the connection parameters are valid and correct.
[ Error details ] ]

Resolution - Ensure that the URL value uses HTTPS. The UKG Pro import API doesn't support HTTP protocol.

Requests are denied due insufficient authorization

During any transactions, you see the following error message:

[ InvalidRequestException ]
[ Possible suggestions ] You don't have authorization to view this page.
[ Error details ] Authorization has been denied for this request.

Resolution - Ensure that the service account has the correct permissions. For more information, refer to Required Permissions.

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