Troubleshooting connector configuration issues

The following tables list common troubleshooting scenarios related to connector configurations, and explain how to address them.

Application connection issues

If a connector is unable to connect to the third-party application or service, review the following possibilities:

Possible causeCorrective action
No sites are configured.
A "Please configure a site" or "Please restore or configure at least one site" message appears on screen.
Configure at least one site. See Adding or updating a configuration.
No sites are online.
A "Please restore a site" or "Please restore or configure at least one site" message appears on screen.

Restart the Integration Controller for the intended site.

To do so, restart Docker on the server where Integration Controller is installed by running the following command:

  • docker restart

For more information, see the docker restart topic on the Docker documentation portal.

The site selected for connector configuration is incorrect.

Verify the site selected for the connector configuration and specify the correct site, if necessary.
A third-party application or service is not available.Wait until the application or service is available.
Firewall between the Integration Controller and the application is preventing connection.Verify the firewall port.
The connector is not running on the Integration Controller.

Check the status of the Integration Controller.

If the status is other than Impaired, check the connector configuration to verify that the connector is configured for the site. 

If the status is Impaired, disable and and then re-enable the configuration for the site. If connector still does not run on the site, contact Support.

Connector account issues

If you are unable to add a connector account, review the following possibilities:

Possible cause of the issueCorrective action
The site used by the connector is down. Start the Integration Controller for the reference site.
The site selected for connector configuration is incorrect.Verify the site selected for the connector configuration and specify the correct site, if necessary.
The third-party application or service is not available.Wait till the application or service is available.
The connector is not running on the Integration Controller.

Check the status of the site.

If the status is not impaired, check the connector configuration to verify that the configuration is configured for the site. 

If the status is impaired, disable and and then re-enable the configuration for the site. If connector still does not run on the site, contact Support.


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