How to resolve the following error

Identity Security Cloud (ISC) ISC Discussion and Questions
1

For active directory we can see the error in iqserver log as ‘an exception accured while accepting new client request. The credentials supplied to the package not recognized’

2

check service account have all required permission. More likely permission issue.

Additionally you can look into the following resource

https://community.sailpoint.com/t5/Connector-Directory/Active-Directory-Connector-FAQ-and-troubleshooting/ta-p/74663

3

Hi @satishNG ,

Can you pls me test connection is working as expected ? if not can you pls check below possible cause to occur this issue:

  1. The IQService service account password has changed, expired, or the account is locked/disabled.
  2. Connectivity, DNS, or trust issues between the IQService server and Active Directory.
    (using VA commands such as nc -zv -w 5 IPofIQService Port)
  3. Kerberos/Windows authentication problems on the server.

I would recommend verifying the account used to run the IQService service, ensuring its credentials are valid, and reviewing the Windows Event Logs on the IQService host for any related authentication errors. Recent password changes or server/domain changes are often the root cause of this issue.

4

Hello @satishNG

Yes, this is because authentication issue between SailPoint and IQ Services.

You can review the “IQ service” log and event viewer and try to undersatnd the issues.

You can also go through below document which help to understand better:

5

Hi @satishNG Can you confirm the IQ Service user name is in domain\username format?

7

@satishNG Could you please confirm whether the Test Connection is successful?
is it new AD env setup or existing AD env ?
If the connectivity test is successful, I would recommend checking the following:

Verify that the required inbound firewall rules are enabled between IdentityIQ and the IQService server.
If possible, please share the relevant SailPoint logs, IQService logs, and any supporting artifacts/screenshots. This will help the community analyze the issue further and identify the root cause. Please share user permissions and user communication format. Share IQService Configuration details.

8

This resource helped a lot to resolve this. And has lot of troubleshooting cases also to learn

9

This problem was seen for ISC

10

mark it as resolved for @HussainshaSyed001

11

This document is really helpful for all AD related troubleshooting. When I was working on AD intergration same document helped me alot.