PEM Partner Provisioner activity failures

This topic provides some of the PEM Partner Provisioner activity failures that a Sponsor Administrator can troubleshoot and take corrective action.

Failure 1

A provisioning activity fails for the Create SFG Partner task when an API call fails with read time-out error.

Solution:

Do the following steps:
  1. Copy the value of partnerName parameter from the request of the API that has failed with read time-out error.
  2. Sign in to Sterling File Gateway and search for the partner based on the value that you copied from Step 1. The partner is displayed.
  3. Delete the partner.
  4. Sign in to PEM Partner Repository and navigate to the protocol configuration that is in the Fail Provision - Production Type or Fail Provision - Test Type status.
  5. Click Start Provision - Production Type or Start Provision - Test Type.

Failure 2

For the UpdateMDRPartner task of a provisioning activity, an API call that updates a custom field of the Partner Repository partner with the Sterling File Gateway partner name might fail due to a network failure between PEM Partner Repository and PEM Partner Provisioner or when Partner Repository is down.

Solution:

Do the following steps:
  1. Sign in to PEM Partner Provisioner.
  2. Select Activities > Monitoring. The Monitoring tab is displayed.
  3. Locate the provisioning activity that has failed.
  4. Click View against the Create SFG Partner task.
  5. Locate the API dialog that has been run.
  6. From the request of the API dialog, copy the value of the partnerName parameter.
  7. Sign in to Sterling File Gateway and search for the partner based on the value that you copied from Step 6. The partner is displayed.
  8. Delete the partner.
  9. Sign in to PEM Partner Repository and go to the protocol configuration that is in the Fail Provision - Production Type or Fail Provision - Test Type status.
  10. Click Start Provision - Production Type or Start Provision - Test Type.

Failure 3

During a provisioning operation, a PEM Partner Provisioner activity can fail for reasons other than the ones mentioned in Failure 1 and Failure 2. For example, provisioning can fail if some of the data provided by the partner is not accepted by the backend system (Sterling File Gateway).

If you cannot resolve the failure or if the configuration cannot be re-provisioned from the Partner Repository, then perform the tasks mentioned in the solution below.

Solution:

Do the following steps:
  1. Sign in to PEM Partner Repository as a Sponsor Administrator and select the protocol configuration that is in the Fail Provision - Production Type or Fail Provision - Test Type status.
  2. Click Delete to delete the configuration.
  3. Sign in to IBM PEM as a Sponsor Administrator.
  4. Select Activities > My Activites, and identify the activity that corresponds to the partner's onboarding activity.
  5. For the identified activity, reject the task that is pending approval, with appropriate comments.

    After the task is rejected, the partner receives an email notification with the reasons for rejection. The partner can then proceed to start the reopened tasks.

Failure 4

A provisioning activity fails for the Generate Password task for any of the following reasons:
  • Connectivity issues with Read Time out or Not Found exception.
  • The Sterling File Gateway instance is down.

Solution:

Do the following steps:
  1. If the provisioning activity fails due to connectivity issues, modify the Sterling File Gateway topology details.

    If the provisioning activity fails due to the Sterling File Gateway instance being down, start the instance.

  2. Sign in to PEM Partner Repository as a Sponsor Administrator.
  3. Navigate to the protocol configuration that is in any of the following statuses:
    • If the protocol configuration is in the Fail Provision - Production Type or Fail Provision - Test Type status, click Start Provision - Production Type or Start Provision - Test Type.
    • If the protocol configuration is in the Porvisioning In-Progress(Production Configuration) or Porvisioning In-Progress(Test Configuration) status, click Fail Provision - Production Type or Fail Provision - Test Type. Then, click Start Provision - Production Type or Start Provision - Test Type.