Onboarding Troubleshooting Guide

15min

This guide addresses common errors that may occur during the apps and solution onboarding process. It is structured to quickly identify an issue based on the error message, its cause, and recommended solutions to resolve it.
Using The Guide
Identify the error message from the Onboarding API response﻿
Refer to the corresponding section of this guide based on the error message.
Follow the recommended action(s) to resolve the error.
Error Categories
﻿Verification and Tenant Fetching Errors﻿
﻿Application Service Errors﻿
﻿Onboarding and Subscription Errors﻿
﻿User Group Updates﻿
﻿Update Subscribed Version﻿
﻿Solution Onboarding﻿
﻿Solution User Group and Manifest Errors﻿
﻿User Group and Tenant Management Errors﻿
﻿Tenant Subscription Management Errors﻿
﻿User Group Update Errors﻿
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Verification and Tenant Fetching Errors
Error
Cause
Recommended Action
Error in fetching stack details
Error in fetching stack details
Verify that the stack ID is correct If the error persists, contact support with the error details.
Stack with id ${stackId} is not found
The specified stack ID does not exist.
Ensure the stack ID is correct. If you continue to experience issues, contact support for further assistance.
Stack level onboarding is prohibited for development (developer) type stack.
Attempted stack level onboarding for a stack designated as 'Developer' type
Please onboard your application or solution to a single or list of tenants only, rather than at the stack level.
Error in fetching tenants for the stack
System failed to fetch tenants for the given stack.
Verify if the stack has associated tenants. If the issue persists, contact support with the specific stack ID and error message.
No tenants are mapped to the given stack: ${request.stackId}.
No tenants are associated with the specified stack.
Use a valid stack ID that has associated tenants or contact support for assistance.
Tenant with id ${tenant} is not found
The tenant ID provided in the onboarding request does not exist or cannot be found in the system.
Include a valid tenant ID in your request.
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Application Service Errors
Error
Cause
Recommended Action
Error in fetching application ${request.versionId}
Call to app service fails.
Please try again with a valid application. If the error persists reach out to support.
Onboarding of ${response.application.listingId} application's ${response.application.versions[0].version} version to a customer (production type) tenant not allowed as it is not LIVE
Request has a PROD tenant but the app version is not LIVE.
Update the app the LIVE state and try again.
Onboarding of ${application.listingId} application not allowed as the user is not the app developer or developer admin.
User is not a member of the app's organization.
Verify your role within the application's organization. If necessary, request the appropriate permissions from the application's owner team.
Error in downloading permissions file for app ${humanReadableAppId}.
Permissions download failed from File Service.
Verify the permissions file exists and is accessible.  Contact support if the error persists.
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Onboarding and Subscription Errors
Error
Cause
Recommended Action
Error in creating app ${application.id.appId}. Subscription client credentials missing.
The tenant is a PROD type and the app subscription credentials are missing.
Provide valid subscription credentials for the app and retry the onboarding process.
Error in creating app ${application.id.appId}. Reason: ${error.message}
Call to CoreOS agent for app creation fails.
Error in app registration. If the problem persists, contact support. 
Error in uploading permissions for app ${humanReadableAppId}. Reason: ${error.message}
Permission file upload fails.
Check the file format and size and try uploading again. Contact support if the issue persists.
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User Group Updates
Error
Cause
Recommended Action
Skipping App user group creation. No user groups found in permissions file for app ${humanReadableAppId}.
User groups not defined in app YAML.
Define user groups in the app's YAML file and attempt the onboarding process again. If you need assistance with the YAML configuration, contact support.
Error in fetching user groups. Reason: ${error.message}.
Fetching user groups from app service fails.
Please try again, if the issue persists contact support.
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Update Subscribed Version
Error
Cause
Recommended Action
Error in updating the subscribed version of itemListingIdfor {tenantId}. Reason: ${error.message}.
Version update fails
Check for network issues or service downtimes. If the problem persists, contact support with the version and tenant ID details.
Solution Onboarding
Error
Cause
Recommended Action
Onboarding only available for App based Solutions.
The Solution is of API type.
This error means that the onboarding process is limited to app-based solutions. If your solution includes API components, ensure it also contains app elements for onboarding. For further assistance, contact support.
The Solution currently has no associated applications. Please add applications to use onboarding.
There are no apps in the solution.
Add one or more applications to your solution before trying to onboard again. If you need help with associating applications, check the solution documentation or contact support.
Solution currently has  no applications that can be onboarded. Add applications created by your organization to use onboarding
No self-owned apps in the solution
Applications can be onboarded by the owner teams only. The selected solution does not contain any app developed by the team that the user belongs to. 
Skipped onboarding of ${application.listingId} as the user is not the app developer or developer admin. Please reach out to the application's owner team.
An app is not owned by the org.
Please reach out to the application's owner team and organization.
Error in generating apps init sequence. A cyclic dependency exists among apps in the solution.
A cycle is detected among apps of the solution.
Review the dependencies among the apps included in your solution to identify and resolve any cyclic dependencies. Updating the permissions file to remove these dependencies may resolve the issue. If you need assistance identifying or resolving cyclic dependencies, contact support.
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Solution User Group and Manifest Errors
Error
Cause
Recommended Action
Skipping Solution user group creation. No manifest file found for solution ${solution.version[0].listingId || solution.id.solutionId}.
No manifest file is associated with the solution.
Ensure that a manifest file exists and properly linked to the solution. For further assistance or to verify your solution's configuration, contact support.
Skipping solution user group creation. No user group found in manifest file for solution ${solution.version[0].listingId || solution.id.solutionId}.
The manifest file for the solution exists but does not define any user groups.
Edit the solution's manifest file to include definitions for one or more user groups. If you are unsure how to define user groups in the manifest file, review the solution configuration documentation or contact support.
User Group and Tenant Management Errors
Error
Cause
Recommended Action
Error in fetching user groups. Reason: ${error.message}. Please reach out to support.
The system encountered an issue while attempting to retrieve user groups.
If the problem persists, contact support and provide the error message.
Error in fetching tenant user groups. Reason: ${error.message}. Please reach out to support.
Fetching a tenant user groups fails
Please try again. If the issue persists contact support.﻿
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Tenant Subscription Management Errors
Error
Cause
Recommended Action
Error in fetching tenant subscriptions. Reason: ${error.message}. Please reach out to support.
Fetching tenant subscription fails
Please try again. If the issue persists contact support.
User Group Update Errors
Error
Cause
Recommended Action
Error in updating user groups for the tenant. Reason: ${error.message}. Please reach out to support.
Tenant user group update fails
Please try again. If the issue persists contact support.
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Error	Cause	Recommended Action
Error in fetching stack details	Error in fetching stack details	Verify that the stack ID is correct If the error persists, contact support with the error details.
Stack with id ${stackId} is not found	The specified stack ID does not exist.	Ensure the stack ID is correct. If you continue to experience issues, contact support for further assistance.
Stack level onboarding is prohibited for development (developer) type stack.	Attempted stack level onboarding for a stack designated as 'Developer' type	Please onboard your application or solution to a single or list of tenants only, rather than at the stack level.
Error in fetching tenants for the stack	System failed to fetch tenants for the given stack.	Verify if the stack has associated tenants. If the issue persists, contact support with the specific stack ID and error message.
No tenants are mapped to the given stack: ${request.stackId}.	No tenants are associated with the specified stack.	Use a valid stack ID that has associated tenants or contact support for assistance.
Tenant with id ${tenant} is not found	The tenant ID provided in the onboarding request does not exist or cannot be found in the system.	Include a valid tenant ID in your request.

Error	Cause	Recommended Action
Error in fetching application ${request.versionId}	Call to app service fails.	Please try again with a valid application. If the error persists reach out to support.
Onboarding of ${response.application.listingId} application's ${response.application.versions[0].version} version to a customer (production type) tenant not allowed as it is not LIVE	Request has a PROD tenant but the app version is not LIVE.	Update the app the LIVE state and try again.
Onboarding of ${application.listingId} application not allowed as the user is not the app developer or developer admin.	User is not a member of the app's organization.	Verify your role within the application's organization. If necessary, request the appropriate permissions from the application's owner team.
Error in downloading permissions file for app ${humanReadableAppId}.	Permissions download failed from File Service.	Verify the permissions file exists and is accessible. Contact support if the error persists.

Error	Cause	Recommended Action
Error in creating app ${application.id.appId}. Subscription client credentials missing.	The tenant is a PROD type and the app subscription credentials are missing.	Provide valid subscription credentials for the app and retry the onboarding process.
Error in creating app ${application.id.appId}. Reason: ${error.message}	Call to CoreOS agent for app creation fails.	Error in app registration. If the problem persists, contact support.
Error in uploading permissions for app ${humanReadableAppId}. Reason: ${error.message}	Permission file upload fails.	Check the file format and size and try uploading again. Contact support if the issue persists.

Error	Cause	Recommended Action
Skipping App user group creation. No user groups found in permissions file for app ${humanReadableAppId}.	User groups not defined in app YAML.	Define user groups in the app's YAML file and attempt the onboarding process again. If you need assistance with the YAML configuration, contact support.
Error in fetching user groups. Reason: ${error.message}.	Fetching user groups from app service fails.	Please try again, if the issue persists contact support.

Error	Cause	Recommended Action
Error in updating the subscribed version of itemListingIdfor {tenantId}. Reason: ${error.message}.	Version update fails	Check for network issues or service downtimes. If the problem persists, contact support with the version and tenant ID details.

Error	Cause	Recommended Action
Onboarding only available for App based Solutions.	The Solution is of API type.	This error means that the onboarding process is limited to app-based solutions. If your solution includes API components, ensure it also contains app elements for onboarding. For further assistance, contact support.
The Solution currently has no associated applications. Please add applications to use onboarding.	There are no apps in the solution.	Add one or more applications to your solution before trying to onboard again. If you need help with associating applications, check the solution documentation or contact support.
Solution currently has no applications that can be onboarded. Add applications created by your organization to use onboarding	No self-owned apps in the solution	Applications can be onboarded by the owner teams only. The selected solution does not contain any app developed by the team that the user belongs to.
Skipped onboarding of ${application.listingId} as the user is not the app developer or developer admin. Please reach out to the application's owner team.	An app is not owned by the org.	Please reach out to the application's owner team and organization.
Error in generating apps init sequence. A cyclic dependency exists among apps in the solution.	A cycle is detected among apps of the solution.	Review the dependencies among the apps included in your solution to identify and resolve any cyclic dependencies. Updating the permissions file to remove these dependencies may resolve the issue. If you need assistance identifying or resolving cyclic dependencies, contact support.

Error	Cause	Recommended Action
Skipping Solution user group creation. No manifest file found for solution ${solution.version[0].listingId \|\| solution.id.solutionId}.	No manifest file is associated with the solution.	Ensure that a manifest file exists and properly linked to the solution. For further assistance or to verify your solution's configuration, contact support.
Skipping solution user group creation. No user group found in manifest file for solution ${solution.version[0].listingId \|\| solution.id.solutionId}.	The manifest file for the solution exists but does not define any user groups.	Edit the solution's manifest file to include definitions for one or more user groups. If you are unsure how to define user groups in the manifest file, review the solution configuration documentation or contact support.

Error	Cause	Recommended Action
Error in fetching user groups. Reason: ${error.message}. Please reach out to support.	The system encountered an issue while attempting to retrieve user groups.	If the problem persists, contact support and provide the error message.
Error in fetching tenant user groups. Reason: ${error.message}. Please reach out to support.	Fetching a tenant user groups fails	Please try again. If the issue persists contact support.

Error	Cause	Recommended Action
Error in fetching tenant subscriptions. Reason: ${error.message}. Please reach out to support.	Fetching tenant subscription fails	Please try again. If the issue persists contact support.

Error	Cause	Recommended Action
Error in updating user groups for the tenant. Reason: ${error.message}. Please reach out to support.	Tenant user group update fails	Please try again. If the issue persists contact support.

Updated 30 Apr 2024

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