Troubleshooting the Active Directory Manager
The first step in troubleshooting issues with the Active Directory Manager is
to check the Active Directory event log.
This will reveal a lot of information about the activity of the service, as well
as any errors or other behaviour that may be causing issues.
General things to check first
- Is the Active Directory service started and running?
Synchronizations only occur when the service is running.
- Are all of the Active Directory Profiles enabled?
Clients in HelpMaster are not being created
Check the following
- Check that the profile is enabled
- Check that the profile you expect to work has the "Create client"
checkbox checked.
- The client has enough information to validate (eg, requires either a first or last name,
staff member also requires a skill group, etc)
- The client(s) in question are
enabled for Active
Directory synchronization
- Appropriate infrastructure
requirements have been met
Clients in HelpMaster are not being updated
Check the following
- Check that the profile is enabled
- Check that the profile you expect to work has the "Update client"
checkbox checked.
- The client has enough information to validate (eg, requires either a first or last name,
staff member also requires a skill group, etc)
- The client(s) in question are
enabled for Active
Directory synchronization
- Appropriate infrastructure
requirements have been met
Clients in HelpMaster are not being deleted
Check the following
- Check that the profile is enabled
- Check that the profile you expect to work has the "Delete client"
checkbox checked.
- The client(s) in question are
enabled for Active
Directory synchronization
- Appropriate infrastructure
requirements have been met
- In order to query deleted Active Directory users (Tombstone objects), a
high-level user account with domain administrative privileges is required.
Check that the account used to run the HelpMaster Active Directory
service has sufficient network permissions.
The wrong clients have been associated with the wrong Active Directory
Account
Check the following
- Disassociate the affected client(s)
- Select a more appropriate client
matching pattern in the profile
- Run the Active Directory service again
- Check
the results
Duplicate clients are being created in HelpMaster
Check the following
- Do you have more than one profile that has the "Create" option turned
on? Multiple "Create" profiles that have different client matching
patterns may create duplicates.
- Is the client
matching pattern correct?
- Have you recently clicked the "Disassociate All" button and then run the
profiles again and changed the client
matching pattern?
- How many duplicates are being created? Only a few, or every
client?
- If only a few, check whether the original client is
enabled for Active
Directory synchronization. If they are not enabled, and they do
not have any previous synchronization data, then this will cause a
duplicate to be created.