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
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SD Elements can only connect to the scanner server through a proxy
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Configure the server to support the proxy.
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HTTPS certificate validation fails
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Select the option Bypass server certificate validation for https.
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This option is not recommended for production contexts.
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Install the certificate on the SD Elements server.
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The organization re-writes the certificates used in SSL/TLS connections.
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Add the signing CA cert to the SD Elements server.
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A firewall or IPS is blocking the traffic
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Request an exemption for the traffic from the SD Elements server to the Issue Tracker server.
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The connection is typically https, which uses protocol TCP, port 443.
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There is no access to the scanner server
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"No route to host" or "Invalid server or server unreachable" are indications of lack of access.
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Work with support teams to facilitate a solution.
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Root cause may be a DNS or connectivity issue.
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Consider using the Remote Integration Agent.
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File cannot be imported
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The file format is not supported
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Check the format and re-upload a file having the correct format
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Unexpected error during remote scan import
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The user doesn’t have permission to access the project’s scan details
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Grant permission to the user or change connector settings to connect with a user that does have permission.
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HTTP Errors
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Error 5xx (for example: "HTTP Error 500")
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An unexpected error occured on the scanner server. Contact the server’s support team for help.
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An unexpected error may have occured on an upstream proxy (if applicable). Contact the proxy support team for help.
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Error 4xx
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"HTTP Error 400": The version of the verification may not be compatible. Reach out to SD Elements support about this issue.
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"HTTP Error 401": The connection user is not valid or has an incorrect password.
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"HTTP Error 403": The connection user may have insufficient permissions.
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"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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