Troubleshooting
This page lists the messages the Provider Console shows when something goes wrong, and what to do about each one. Find the message you see, then follow the fix.
Signing inlink
| Message | What to do |
|---|---|
| The sign-in link was incomplete. | Start sign-in again from the sign-in page. |
| We could not reach the NetApps sign-in service, so your sign-in was not checked. | Wait a moment and try again. |
| This sign-in link has expired or was already used. | Start sign-in again from the sign-in page. |
| This sign-in did not start from this page, so we could not trust it. | Open the console and start sign-in from its sign-in page, not from a saved link. |
| This invitation is no longer valid for this portal. | Ask an owner or admin to send a new invitation. |
| This invitation has expired. / This invitation has been cancelled. | Ask an owner or admin to send a new invitation. Invitations last 72 hours. |
| This invitation has already been used. | Sign in with Continue with NetApps SSO instead. |
| This invitation was sent to a different email address. | Sign in to NetApps SSO with the address the invitation was sent to. |
| Verify your email address with NetApps SSO, then sign in again. | Finish email verification in NetApps SSO first. |
| Your account has been disabled. | Ask a NetApps InsureTech administrator to restore your access. |
| Sign-in could not be completed. | Try again. If it keeps happening, contact support and quote the reference shown. |
| No provider access | You have no active membership. Ask an owner or admin to invite or reinstate you. |
Check connectionlink
Each failed step on Credentials shows a message and a fix. These are the cases you can meet.
| Message | Fix |
|---|---|
| We could not reach your middleware. | Check that your middleware is running and that the API address on Setup is correct. |
| Your middleware address points at a private or internal network. | Use a public https address that NetApps InsureTech can reach. |
| Your middleware answered with a redirect (3xx). | Point Setup at the final address. NetApps InsureTech never follows redirects. |
| Your middleware did not accept our API key or key id. | Check OIIS_KEY_IDS and OIIS_API_KEYS. |
| Your middleware rejected our signature. | Check OIIS_SIGNING_SECRETS and OIIS_KEY_IDS. |
| Your middleware refused the time on our request. | Its clock differs from ours by more than 5 minutes. Turn on automatic time sync (NTP) on its servers. |
| Your middleware said our request was a repeat. | If you run more than one copy, give every copy the same REDIS_URL. |
| Your middleware accepted the current key but not the new key. | Add the new key to OIIS_KEY_IDS, OIIS_API_KEYS and OIIS_SIGNING_SECRETS and restart every copy. A middleware generated before key rotation was available accepts only one key: regenerate it. |
| Your middleware accepted a request with a wrong signature. | It must check every signature. |
| Your middleware refused a request with a wrong signature, but answered with another status. | It should answer 401 with AUTH_INVALID_KEY or AUTH_INVALID_SIGNATURE. |
| Your middleware did not accept the connection test. | Regenerate your middleware so it has the connection test route. |
| Your middleware is missing its webhook settings. | Paste the full environment block, including OIIS_WEBHOOK_URL, OIIS_WEBHOOK_KEY_ID and OIIS_WEBHOOK_SECRET. |
| We did not receive your signed test webhook within 30 seconds. | Check the three OIIS_WEBHOOK_* values, and that your middleware can reach NetApps InsureTech. |
| We have not received a signed webhook from this environment in the last 30 days. | Your middleware has no connection test. Send any signed webhook from your system to finish the check. |
| The check ran out of time. | Make sure your middleware answers each request within a few seconds. |
| Your middleware answered with an unexpected HTTP status. | Check your middleware logs for this request. |
| Note or refusal | What to do |
|---|---|
| A check is already running for this environment. | Try again in a minute. |
| Your keys changed while the check ran. | Run Check connection again. |
| Your base URL changed while the check ran. | Run Check connection again. |
Discovery and activationlink
| Message | What to do |
|---|---|
| Issue your sandbox credentials before running discovery. | Issue credentials on Credentials. |
| We could not read the capabilities from your sandbox API: it did not respond. | Check that your API is running and reachable at the address on Setup. |
| …it rejected the credentials issued here. | Paste the current environment block into your middleware. |
| …its capabilities endpoint was not found. | Check that your API publishes its capabilities document. |
| …it answered with HTTP 500 (or another status). | Check your API logs. |
| [Setup item] is not set. | Complete that item on Setup, Profile or Credentials. |
| Only a provider owner can perform this action | Ask an owner to select Move to Sandbox. |
| You can move your provider from Draft to Sandbox yourself. The marketplace moves it through certification and live. | Wait for NetApps InsureTech to certify you. |
Mismatches between your profile and your capabilities document appear under Why am I not live yet?, each with its own fix. See Discovery and going live.
Credentialslink
| Message | What to do |
|---|---|
| Production keys become available once the provider is certifying. | Use sandbox keys until NetApps InsureTech moves you to Certifying. |
| Only a provider owner can perform this action | Ask an owner to issue, rotate or revoke keys, run Check connection or regenerate the webhook URL. |
| That key changed while the request was being saved. | Reload the page and try again. |
Profile and setuplink
| Message | What to do |
|---|---|
| Enter a public https:// address such as https://api.example.com, without a username or password. | Fix the API address. |
| Another provider is already registered with the API address … | Use your own production address. |
| These categories are not available on the marketplace: … | Remove the listed categories. |
| Enter the RC number from the CAC certificate, digits only (for example 1234567). | Enter digits only. |
| Choose a time zone such as Africa/Lagos. | Enter a time zone name. |
| Another insurer already uses that short name. Pick a different one. | Choose another short name. |
Teamlink
| Message | What to do |
|---|---|
| An invitation is already pending for this email | Resend or cancel the pending invitation on Invitations. |
| A provider must keep at least one active owner | Make someone else an owner first. |
| Only a provider owner can change, suspend or remove an owner, or make someone an owner | Ask an owner. |
| We could not send the invitation email. | Try again. If it persists, contact support. |
| Connect your provider portal SSO session before sending invitations. | Sign out, sign in again, then send the invitation. |