If you are having issues with your SAM appliance, use the following table as a starting point for troubleshooting. For additional help from NetIQ Technical Support, see Sending Information to Support.
Table 4-1 Troubleshooting Common Issues
|
For the following issues ... |
NetIQ recommends ... |
|---|---|
|
I cannot register my SAM appliance with my Access Manager server. |
If you are registering by fully qualified domain name, check the network settings on the SAM appliance to ensure that it can resolve the host name of the Access Manager administration console system. |
|
My Access Manager application configuration keeps failing to save Account Management information. It returns an error when saving. |
Verify that the Access Manager system has network connectivity to the SAM appliance by IP address. |
|
When I make changes to my Access Manager user stores, the SAM appliance does not take any action. |
Verify that the SAM appliance has LDAP network access to the configured Access Manager user stores. |
|
I have uploaded a new certificate, but my appliance management console still shows the older certificate. |
Reboot the appliance to apply the new certificate. |
|
I am unable to SSH into the SAM appliance. |
SSH is disabled by default. Log into the appliance management console, click the System Services icon, and start SSH. (You can also enable automatic start if appropriate for your environment.) |
|
My SAM appliance fails to register for online updates. |
Verify that the SAM appliance has network connectivity and a valid license key. |
|
I have updated my system, but not all of the services have restarted. |
Reboot the appliance. (NetIQ always recommends rebooting after an online update or network change.) |
|
I have Account Management configured, but when I put my user in the appropriate group, SAM does not provision the account. |
Verify that the user object has an email address in the source user store. SAM requires the email address attribute to be populated for all users that you want to provision. |
|
SAM is not provisioning users to Salesforce. |
Verify that users in the LDAP user stores have email addresses that are unique across all Salesforce domains. |