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Common Issues & Solutions

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Common Issues & Solutions

This guide covers frequently encountered issues in IdentityCenter and their solutions.

Connection Issues

Cannot Connect to Active Directory

Symptoms:

  • Connection test fails
  • "Unable to connect to server" error
  • Timeout during connection

Solutions:

  1. Verify Network Connectivity

    # Test basic connectivity
Test-NetConnection -ComputerName dc01.corp.local -Port 389

# Test LDAPS
Test-NetConnection -ComputerName dc01.corp.local -Port 636

  2. Check Firewall Rules

    • Port 389 (LDAP)
    • Port 636 (LDAPS)
    • Port 3268 (Global Catalog)
    • Port 3269 (Global Catalog SSL)

  3. Verify Credentials

    # Test authentication
$cred = Get-Credential
Get-ADUser -Identity testuser -Credential $cred -Server dc01.corp.local

  4. Check DNS Resolution

    Resolve-DnsName dc01.corp.local

Authentication Failed

Symptoms:

  • "Invalid credentials" error
  • "Access denied" message

Solutions:

  1. Verify Username Format

    • Try UPN: user@domain.com
    • Try sAMAccountName: DOMAIN\user
    • Try DN: CN=User,OU=Users,DC=domain,DC=com

  2. Check Account Status

    • Account not locked
    • Password not expired
    • Account not disabled

  3. Verify Permissions

    • Read access to target OUs
    • Replicating Directory Changes (for some features)

SSL/TLS Connection Errors

Symptoms:

  • "SSL certificate problem" error
  • "The remote certificate is invalid"

Solutions:

  1. Trust the Certificate

    • Import CA certificate to trusted store
    • Or disable certificate validation (not recommended for production)

  2. Check Certificate Validity

    Test-NetConnection -ComputerName dc01.corp.local -Port 636
# Then check certificate details

  3. Verify TLS Version

    • Ensure TLS 1.2 is enabled on both sides

Synchronization Issues

Sync Shows 0 Objects

Symptoms:

  • Sync completes but no objects imported
  • "0 objects found" in logs

Solutions:

  1. Verify LDAP Filter

    # Test in AD Users and Computers > Find
(&(objectClass=user)(objectCategory=person))

  2. Check Base DN

    • Ensure Base DN points to correct OU
    • Verify path is correct

  3. Test with Broader Filter

    (objectClass=*)

  4. Verify Service Account Permissions

    • Read access to the target OU
    • List contents permission

Sync Times Out

Symptoms:

  • Sync runs indefinitely
  • "Operation timed out" error

Solutions:

  1. Reduce Scope

    • Target specific OUs instead of entire directory
    • Add more restrictive filter

  2. Increase Timeout

    "SyncOptions": {
  "CommandTimeoutSeconds": 600
}

  3. Enable Paging

    "SyncOptions": {
  "DefaultLdapPageSize": 500
}

  4. Check Server Performance

    • Domain controller CPU/memory usage
    • Network latency

Duplicate Identities Created

Symptoms:

  • Same person has multiple identity records
  • No matching occurred

Solutions:

  1. Verify Matching Attributes

    • Email address should be consistent
    • Employee ID should be populated

  2. Check Data Quality

    • Missing email addresses
    • Inconsistent naming

  3. Review Matching Rules

    • Order of matching criteria
    • Fallback behavior

Access Review Issues

Reviewers Not Receiving Notifications

Symptoms:

  • Emails not delivered
  • Reviewers unaware of pending reviews

Solutions:

  1. Check Email Configuration

    • Verify SMTP settings
    • Test email sending

  2. Verify Reviewer Email Addresses

    • Check for typos
    • Ensure addresses are valid

  3. Check Spam Folders

    • Add sender to safe list
    • Configure SPF/DKIM

  4. Review Email Logs

    • Check for delivery failures
    • Verify queue processing

Campaign Not Generating Review Items

Symptoms:

  • Campaign starts but no items created
  • 0 items assigned to reviewers

Solutions:

  1. Verify Scope Configuration

    • Check filter criteria
    • Ensure users exist in scope

  2. Check Reviewer Assignment

    • Manager data is synced
    • Fallback reviewer configured

  3. Verify Access Data

    • Group memberships are synced
    • Access rights are imported

Policy Issues

Policy Not Detecting Violations

Symptoms:

  • Known violations not flagged
  • Policy shows 0 violations

Solutions:

  1. Verify Policy Condition

    • Check syntax
    • Test with known violator

  2. Check Evaluation Schedule

    • Policy is enabled
    • Schedule is configured

  3. Review Exceptions

    • Check if cases are excepted
    • Verify exception scope

Too Many False Positives

Symptoms:

  • Policy flags valid cases
  • Noise overwhelming real issues

Solutions:

  1. Refine Conditions

    • Add more specific criteria
    • Exclude valid cases

  2. Create Exceptions

    • For known valid scenarios
    • With proper documentation

  3. Adjust Severity

    • Lower severity reduces urgency
    • Focus on true issues

Performance Issues

Application Running Slowly

Symptoms:

  • Pages load slowly
  • Operations time out

Solutions:

  1. Check Database Performance

    -- Check for blocking
SELECT * FROM sys.dm_exec_requests WHERE blocking_session_id <> 0

-- Check index fragmentation
SELECT * FROM sys.dm_db_index_physical_stats(DB_ID(), NULL, NULL, NULL, 'LIMITED')
WHERE avg_fragmentation_in_percent > 30

  2. Review Application Logs

    • Check for errors
    • Look for slow queries

  3. Monitor Server Resources

    • CPU utilization
    • Memory usage
    • Disk I/O

Database Growth

Symptoms:

  • Database size increasing rapidly
  • Disk space running low

Solutions:

  1. Review Retention Settings

    • Sync history retention
    • Audit log retention

  2. Purge Old Data

    -- Example: Delete old sync history
DELETE FROM SyncHistory WHERE CompletedAt < DATEADD(day, -90, GETDATE())

  3. Implement Maintenance

    • Regular index rebuilds
    • Statistics updates

Error Messages

"Object reference not set to an instance of an object"

Cause: Null reference in code, often due to missing data

Solution:

  1. Check required fields are populated
  2. Verify related records exist
  3. Review application logs for details

"The LDAP server is unavailable"

Cause: Cannot reach domain controller

Solution:

  1. Check network connectivity
  2. Verify DNS resolution
  3. Confirm firewall rules

"Access is denied"

Cause: Insufficient permissions

Solution:

  1. Verify service account permissions
  2. Check file system permissions
  3. Review database permissions

"The specified network name is no longer available"

Cause: Network connection dropped

Solution:

  1. Check network stability
  2. Increase timeout settings
  3. Implement retry logic

Getting Help

If you can't resolve an issue:

  1. Collect Information

    • Error messages
    • Application logs
    • Steps to reproduce

  2. Check Documentation

    • Search the Knowledge Base
    • Review release notes

  3. Contact Support

    • Email: support@certification-center.com
    • Include collected information

Next Steps

Tags: troubleshooting errors solutions faq

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