Troubleshoot the User Sync Client

Common error messages

Error
:

“Batch 3 : Error while calling api method for Users (Batch 3),#error:{"Error":"An internal error occurred while processing the request."}”

You may find errors in the diagnostics log table that say “There is a duplicate user in the organization” and it is clear from the stack trace that they were caused by the User Sync Client during a sync operation. The information does not specify which provider (organization) or user the errors originate from.

Run a SQL to find duplicate users. Use the

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management system to delete them. It is unknown how the duplicates got created.

Error
:

Error in log: [ERROR][domain\user][APIDataSynchronizer]: The user could not be authenticated. Check configuration settings such as username, password, client id, client secret, and org code

Check configuration settings such as username, password, client ID, client secret, and organization code. Typically the issue is in the sdkParameters section in the AtHocDataIntegration.config file.

Error
:

The underlying connection was closed: an unexpected error occurred on a receive

This error occurs when TLS is not configured correctly, or when an incompatible version of .NET is installed.

Error
:

Message = [AD-CREATE-DATE]: Invalid date value, it should be in the format: MM/dd/yyyy HH:mm:ss

For example, if the date and time formats that are set for the organization are MM/dd/yyyy HH:mm:ss and the values that are passed (as found in the dataProcessor.xml file) have single-digits like 1/16/2020 9:39:07. Those date and time entries need to be 01/16/2020 09:39:07.

Ensure that the date and time format found in the dataProcessor.xml file match the settings for the organization.

Do not include AM/PM in the time format.

Error
:

UserSync: Unexpected error while executing syncronizer.: Value cannot be null. Parameter name: input

The default sample.xsl file that the MSI puts in the root AtHoc User Sync Client folder is designed for use with AD import. When you are setting up a CSV sync, you must replace it with the copy from AtHoc User Sync Client\sample\CSV.

For more information, see See KB 000058117.

Error
:

Exception encountered parsing file: System.Net.WebException: The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel. ---> System.Security.Authentication.AuthenticationException: The remote certificate is invalid according to the validation procedure.

This error indicates that there is an issue on the

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server.

The certificate in the server is either not valid or is not correctly configured for the domain and hostname.

Error
:

Exception encountered parsing file: System.Net.WebException: Unable to connect to the remote server --> System.Net.Sockets.SocketException: No connection could be made because the target machine actively refused it 10.0.0.1:80

This error indicates that there is a configuration issue with the proxy server.

Contact your IT team to check if the proxy server is working. Provide them with the IP address displayed in the error message.

Error
:

Exception encountered parsing file: System.Net.WebException: The remote server returned an error: (407) Proxy Authentication Required.

This error indicates that your proxy is an authenticated proxy and you have not provided a proxy user ID and password, or the proxy user and password you provided is not correct.

Error
:

Exception encountered parsing file: System.Net.WebException: The remote name could not be resolved: 'atdevdc0112.athocdevo.com'

This error indicates that your proxy server name or the

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server name could not be resolved.

Your proxy server name or

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server name provided in the AtHocDataInteration.config file might be incorrect.

Check your proxy server name.

Error
:

Exception encountered parsing file: System.Net.WebException: The underlying connection was closed: An unexpected error occurred on a send. --->

This error indicates that the

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hostname is not correct or does not exist in the AtHocDataInteration.config file.

Error
:

System.IO.IOException: Unable to read data from the transport connection: An existing connection was forcibly closed by the remote host. --->

This error indicates that the

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hostname is not correct or does not exist in the AtHocDataInteration.config file.

Error
:

System.Net.Sockets.SocketException: An existing connection was forcibly closed by the remote host at System.Net.Sockets.Socket.Receive(Byte[] buffer, Int32 offset, Int32 size, SocketFlags

This error indicates that the

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hostname is not correct or does not exist in the AtHocDataInteration.config file.

Error
:

Exception encountered parsing file: FileHelpers.FileHelpersException: The delimiter ',' can´t be found after the field 'LastName' at line 2 (the record has less fields, the delimiter is wrong or the next field must be marked as optional).

This error indicates that the CSV file to be imported has fewer fields than are specified in the AtHocDataInteration.config file. Correct your CSV file and the AtHocDataInteration.config file.

API error response codes

The following table lists API response codes and how to resolve them.

Response code	Description	Steps to resolve
400	Bad Request	Check that the payload and its format are correct. Check for validation errors and take necessary actions to correct the payload.
401	Unauthorized	Make sure that the access token is present, correct, and not expired.
403	Forbidden	The operator does not have sufficient operator permissions to execute the request. Log in to the BlackBerry AtHoc management system to modify the roles for the operator. The password used is changed or expired. Generate a new authentication token.
404	Not Found	The resources you are trying to find are not present in the system. Pass valid parameters.
429	Too Many Requests	There is a restriction on the number of API calls allowed. Try the service again. If you continue to see this response code, contact your administrator and request that the API throttling limit be increased to allow the client to perform more requests.
500	Internal Server Error	Report this error to BlackBerry AtHoc customer support at athocsupport@blackberry.com .
503	Service Unavailable	The server is currently unable to handle the request due to a temporary overload or scheduled maintenance. Wait and try again.