Troubleshooting

Troubleshooting

This section describes the causes and corresponding troubleshooting procedures for each type of Directory Sync log event.

Event ID	Log Level	Message	Cause	Troubleshooting Procedure
12289	error	[Overview] Configuration error [Details] Error file: (configuration file path)	Problem with the configuration file	Confirm that the content of the configuration file has been described correctly.
12290	error	[Overview] Configuration syntax error [Details] Error file: (configuration file path) (details of error)	Problem with syntax of configuration file	Confirm that the content of the configuration file has been described correctly.
12545	warn	[Overview] Failed to connect to an Active Directory/LDAP server [Details] (details of error)	Failure to connect to an Active Directory/LDAP server	Confirm that the following parameters in the configuration file are configured correctly. ldap addresses, port, user, password, and base_dn Confirm that the Active Directory/LDAP servers are operating properly.
12545	error	[Overview] Failed to connect to Active Directory/LDAP servers [Details] Could not Connect to ALL LDAP Server: (LDAP server IP addresses)	Failed to connect with all Active Directory/LDAP servers	Confirm that the following parameters in the configuration file are configured correctly. ldap addresses, port, user, password, and base_dn Confirm that the Active Directory/LDAP servers are operating properly.
12546	error	[Overview] Users retrieved from the Active Directory/LDAP server could not be saved in the cache. [Details] [ERROR] [LDAP USER] externalId is duplicate. Previous: (user name), Next: (user name)	User with duplicate external IDs exists.	Configure attributes so that user does not have duplicate external IDs.
	error	[Overview] Users retrieved from the Active Directory/LDAP server could not be saved in the cache. [Details] [ERROR] [LDAP USER] userName is duplicate. Previous: (user name), Next: (user name)	User with duplicate user IDs exists.	Configure attributes so that user does not have duplicate user IDs.
	error	[Overview] Groups retrieved from the Active Directory/LDAP server could not be saved in the cache. [Details] [ERROR] [LDAP GROUP] externalId is duplicate. Previous: (group name), Next: (group name)	Group with duplicate external IDs exists.	Configure attributes so that group does not have duplicate external IDs.
	error	[Overview] Groups retrieved from the Active Directory/LDAP server could not be saved in the cache. [Details] [ERROR] [LDAP GROUP] displayName is duplicate. Previous: (group name), Next: (group name)	Group with duplicate group name exists.	Configure attributes so that group does not have duplicate group names.
12548	error	[Overview] Syntax of LDAP filter is incorrect. [Details] (details of error)	Problem with syntax of LDAP filter	Confirm that the following parameters in the configuration file are configured correctly. LDAP filter
12549	warn	[Overview] Values of settings in configuration files are incorrect. [Details] (details of error)	Problem with values in configuration file	Check configuration files for any settings with incorrect values.
12550	error	[Overview] No user is subject to provisioning. [Details] [ERROR] [LDAP USER] No provisioning user error. Please confirm LDAP Setting.	No user is subject to provisioning.	Confirm that the following parameters in the configuration file are configured correctly. base_dn LDAP filter user ad_bind, exclude
12808	error	[Overview] SCIM response error. [Details] {"schemas":["urn:ietf:params:scim:api:messages:2.0:Error"],"detail":"Access token is not available","status":"401"}	The access token is incorrect or has expired.	Check whether the access token is the correct one. Also check whether the access token has expired.
12818	warn	[Overview] Failure to associate users and groups [Details] Please, remove this characters (";?\|`) from group name. (User.sAMAccountName: (user name): Group.DN: (group base DN))	Group name contains invalid characters.	Remove the following characters from the group name. Double quotation marks (") Semicolons (;) Question marks (?) Vertical bars (\|) Grave accents (`)
12818	warn	[Overview] Failed to associate users and groups [Details] [LDAP USER] Could not have user belonging to group. ((user name): (group base DN))	Group to which user belongs does not exist.	Confirm that the group to which the user belongs is in the base_dn range.
14596	error	[Overview] An abnormal termination has been detected. [Details] Please execute recovery mode.	An abnormal Directory Sync termination has been detected.	Execute the recovery_mode.sh file to run software in recovery mode.
14599	error	[Overview] Failed to create a lock file [Details] Lock file path: (lock file path)	Failed to create a lock file	Execute the recovery_mode.sh file to run software in recovery mode.