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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.

The create account operation fails even though the recommended attribute mappings are used in the Account Policy.

Resolution: Ensure that the managed system is enabled to set the account attributes used by the Account Policy, then try the Create account operation again.

Aggregation Continually Fails Due to Temporary Connectivity Issue

Account aggregation processes continually fail with each retry attempt the connector makes, as the connector assumes the issue is related to a connectivity error.

The error occurs when the connector is trying to aggregate a large amount of data and SailPoint times out before it receives a response from the managed system.

Resolution: Reduce the amount of data the connector has to aggregate at once:

  1. Verify that the aggregation is successful with a smaller dataset. To do so, remove Pagination and run account aggregation with a smaller set of data.
  2. If the data successfully aggregates, you can attempt to break up the large dataset into smaller pieces by reducing the value of the Page Size setting.

ConnectorError: Missing Output When Disabling Accounts

When you attempt to disable an account, the process fails with an error message similar to the following example:

There was an error trying to disable the account [ConnectorError] missing output (requestld: XXXXXXXXXXXXXXXXXXXXXX)

In certain configurations, this error may occur if the API returns a null response.

Resolution: Enable the handleNullResponseInDisable parameter in the source configuration via SailPoint's REST API.

[
    {
        "op": "add",
        "path": "/connectorAttributes/handleNullResponseInDisable",
        "value": true
    }
]

Note

Refer to Best Practices: REST API Authentication and REST API - Update Source (Partial) in the SailPoint Developer Community for more information on SailPoint's REST APIs.

Some managed systems require only a cookie for authentication.

Resolution: Do the following for each operation:

  1. Create an endpoint API for cookie generation.
  2. Create a second endpoint of the same type and configure an API to execute its required operation.

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