SaaS Management Troubleshooting

The following table describes common SaaS Management issues and provides troubleshooting.

If you do not see your issue listed, Contact Flexera Support in the Flexera Community and include:

A screenshot of the issue you are receiving
Details on where and when the issue occurred and the actions that preceded the issue

Common SaaS Management Issues

Issue

Explanation and Troubleshooting

401 Unauthorized

Account unauthorized by application -> Check all associated credentials and ensure they have the necessary permissions as documented in the respective integration instructions. Reauthenticate the application.

“Add Integration” step is not available while setting up an integration.

A Direct Integration is not available for the application. Check the name of the selected application.

API refreshToken not found in agent settings

Integration agent is missing required information for authentication to succeed -> Check the information and reauthorize the integration.

Application Roster and Access tasks ran. I see users but no usage data.

Activity data is aggregated overnight. Check after 24 hours.​

Integration was set up successfully, but the tasks failed.

Review the task log (available for CQE integrations) by downloading it from the Integrations tab.

Invalid Username, Password!

Invalid username or password-> Check the username and password and reauthorize the integration.

OAuthProblemException

Integration agent update is required -> Reauthorize the integration.

Single Sign-On (SSO) integration ran successfully. I do not see the “Users” tab.

Check if the HR Roster task was enabled. If so, Organization SaaS Usage will appear on the Usage screen. There will not be a Users tab in the Managed SaaS Application.

Unable to execute http request

Check the username and password combination, as well as the permissions associated with the account. Remember, the authorizing account must have the necessary permissions as documented in the respective integration instructions.

Unexpected response (HTTP/1.1 504 Gateway Timeout)

API/Web Services Gateway timeout -> This is an error on the vendor side, Contact Flexera Support in the Flexera Community if the issue persists.