Typo in SPP's address, the address is not reachable

• Error: The browser reports errors when SPS redirects to SPP's login page, for example, This site can’t be reached. The exact error message depends on the browser.

• Resolution: Click the Back button of the browser and enter the correct address into the Pv4 address or hostname of SPP to join field.

Typo in SPP's address, the address is alive, but not an SPP

• Error: After clicking the Join button, a web site other than SPP's Login interface is displayed.

• Resolution: Click the Back button of the browser and enter the correct address into the Pv4 address or hostname of SPP to join field.

SPP's HTTPS certificate does not match its IP address or hostnam

• Error message: Error joining to SPP: SPS has failed to join to SPP. For more information, see the error details. (JoinFailed)

• Raw error:

  {
    "response": "Error sending request: SSLError: HTTPSConnectionPool(host='examplespp.company', port=443): Max retries exceeded with url: /service/core/v3/Cluster/SessionModules (Caused by SSLError(CertificateError(\"hostname 'examplespp.company' doesn't match '192.0.2.123'\",),))",
    "status": null,
    "url": "https://examplespp.company/service/core/v3/Cluster/SessionModules"
  }

• Resolution:

  • If SPP's certificate contains SPP's IPv4 address in the Common Name or subjectAltName field, then enter that IP address when joining SPS to SPP.

  • If SPP's certificate contains only its DNS name in the Common Name or subjectAltName field, then use that hostname when joining SPS to SPP.

  • Otherwise, set up an SSL server certificate for SPP which matches its IP address in the certificate's Common Name or subjectAltNamefields (see SSL Certificates in the Safeguard Administration Guide) and retry joining. Wait about five minutes to let the timeout of the failed join request expire before starting a new join request after a failed incomplete one. (Alternatively, see Reversing the SPP to SPS join in the Safeguard Administration Guide.)

Typo in SPP credentials

• Error: Login to the SPP web interface fails.

• Raw error:

  {
          "error": "invalid_request",
          "error_description": "Access denied.",
          "success": false
      }

• Resolution: Make sure that the correct username and password are entered in the SPP username: and SPP password: prompts.

SPP user has insufficient permission

• Error message: Error joining to SPP: SPS has failed to join to SPP. For more information, see the error details. (JoinFailed)

   Authorization is required for this request.
  
         Code: 60108
         URL: https://192.0.2.123/service/core/v3/Cluster/SessionModules
         Status: 403

• Resolution: When SPS redirects to SPP's Login interface, then login as an SPP user has "Appliance" and "Operations" permissions.

SPS is already joined to SPP

• Error message: Error joining to SPP: SPS has failed to join to SPP. For more information, see the error details. (JoinFailed)

  The session connection has a missing, invalid, or non-unique
  value [ NodeId ].
  
         Code: 60657
         URL: https://192.0.2.123/service/core/v3/Cluster/SessionModules
         Status: 400

• Resolution: See Reversing the SPP to SPS join in the Safeguard Administration Guide.

Joining takes too long (more than five minutes)

• ERROR: Request to https://192.0.2.123/service/a2a/v2/PsmValidation failed, response (HTTP 403):

      {
          "Code": 60108,
          "Message": "Authorization is required for this request.",
          "InnerError": null
      }

• Resolution: Make sure that SPS is not overloaded and try joining again.

Join process fails and real-time monitoring

If the join process fails for any reason, consult the system logs.

To view the Safeguard for Privileged Sessions logs, navigate to Basic Settings | Troubleshooting | View log files.

To show only the logs for the join process:

1. Select a Logtype of syslog.
2. Select the Day; today is the default.
3. In the Show only messages containing text box, enter SPP-join.

Use the buttons at the bottom of the dialog to perform the following tasks:

• To download the log file, click Download.
• To follow the current log messages real-time, click Tail. The latest logs will update in a browser window while you interact with the join process.
• To display the log messages, click View.

To increase the level of detail in the log, enable debug level logging at Basic Settings | Management | Debug logging | Enable debug logs.

Join successful but connections do not work

When SPP and SPS report a successful join, but the connections don't work, view the SPS connection logs.

In Safeguard for Privileged Sessions, navigate to Basic Settings | Troubleshooting | View log files.

To show only the logs for the join process:

1. Select a Logtype of ssh or rdp.
2. Select the Day (today is the default).
3. In the Show only messages containing text box, enter SPP-join.

To change the verbosity level of SPS, complete the following steps in Safeguard for Privileged Sessions:

1. Navigate to the Global Options page of the traffic for which you want to change the log level. For example, go to SSH Control | Global Options to change the log level of SSH traffic, RDP Control | Global Options for remote desktop traffic, and so on.

2. Select the desired log level from the Verbosity level field. The verbosity level ranges from 1 (no logging) to 10 (extremely detailed), with level 4 being the default normal level.

Testing network issues

You can use the Diagnostics tools of SPP and SPS to test network issues. The following commands are available:

• ping: Sends a simple message to the specified host to test network connectivity.
• traceroute: Sends a simple message from SPS to the specified host and displays all hosts on the path of the message. It is used to trace the path the message travels between the hosts.
• connect: Attempts to connect the specified host using the specified port. It is used to test the availability or status of an application on the target host.

To execute one of the above commands on SPS, see Network troubleshooting.

To execute one of the above commands on SPP, see Diagnostics tools of SPP.

Creating an SPS Support Bundle

If you have an issue which needs Support assistance, you may be asked to provide an SPS Support Bundle. To collect system-state information (also known as a debug bundle) in One Identity Safeguard for Privileged Sessions, see Collecting logs and system information for error reporting.