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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.

java.net.SocketTimeoutException: Read timed out during provisioning of workspaces

The following error might occur when you provision workspaces or group memberships:

java.net.SocketTimeoutException: Read timed out
Command timed out

Resolution - Increase the connection and provisioning timeout values:

  1. Increase customTimeout from the default of 1 minute to 3 minutes. If the error continues, increase the value to 5 minutes. This setting controls how long the connector waits for Workiva to respond to each SCIM API request during test connection, aggregation, and provisioning.

  2. Set provisioningTimeout to a value in seconds that is at least as long as customTimeout. Start with 180 seconds, then increase the value to 360 and finally 600 if needed. The maximum value is 600 seconds.

For example, use the following request to set customTimeout to 3 minutes and add a provisioningTimeout value of 180 seconds:

[
  {
    "op": "replace",
    "path": "/connectorAttributes/customTimeout",
    "value": "3"
  },
  {
    "op": "add",
    "path": "/connectorAttributes/provisioningTimeout",
    "value": 180
  }
]

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.

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