Troubleshooting

The guidelines below cover general cases where a scanner integration is not working, and what may help remedy it. For help with a specific tool, please refer to its documentation, or reach out to the SD Elements support team.

Cannot connect to the Scanner Tool server

  • SD Elements can only connect to the scanner server through a proxy

    • Configure the server to support the proxy.

  • HTTPS certificate validation fails

    • Select the option Bypass server certificate validation for https.

      • This option is not recommended for production contexts.

    • Install the certificate on the SD Elements server.

    • The organization re-writes the certificates used in SSL/TLS connections.

      • Add the signing CA cert to the SD Elements server.

  • A firewall or IPS is blocking the traffic

    • Request an exemption for the traffic from the SD Elements server to the Issue Tracker server.

      • The connection is typically https, which uses protocol TCP, port 443.

  • There is no access to the scanner server

    • "No route to host" or "Invalid server or server unreachable" are indications of lack of access.

      • Work with support teams to facilitate a solution.

      • Root cause may be a DNS or connectivity issue.

    • Consider using the Remote Integration Agent.

File cannot be imported

  • The file format is not supported

    • Check the format and re-upload a file having the correct format

Unexpected error during remote scan import

  • The user doesn’t have permission to access the project’s scan details

    • Grant permission to the user or change connector settings to connect with a user that does have permission.

HTTP Errors

  • Error 5xx (for example: "HTTP Error 500")

    • An unexpected error occured on the scanner server. Contact the server’s support team for help.

    • An unexpected error may have occured on an upstream proxy (if applicable). Contact the proxy support team for help.

  • Error 4xx

    • "HTTP Error 400": The version of the verification may not be compatible. Reach out to SD Elements support about this issue.

    • "HTTP Error 401": The connection user is not valid or has an incorrect password.

    • "HTTP Error 403": The connection user may have insufficient permissions.

    • "HTTP Error 404": The server connection details may be incorrect. Check the domain name, port, and context root details of the server.

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