Troubleshooting

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

Event IDLevel
Message
 
Cause
Troubleshooting Procedure
12289error

[Summary]
Configuration error

[Details]
Error file: (configuration file path)

Problem with the configuration fileConfirm that the content of the configuration file has been described correctly.

12290

error

[Summary]
Configuration syntax error

[Details]
Error file: (configuration file path)
(details of error)

Problem with syntax of configuration fileConfirm that the content of the configuration file has been described correctly.

12545

warn

[Summary]
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.

error[Summary]
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.

12546error

[Summary]
Users retrieved from the Active Directory/LDAP server could not be saved in the cache.

[Details]
[ERROR] [LDAP USER] externalId is a 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

[Summary]
Users retrieved from the Active Directory/LDAP server could not be saved in the cache.

[Details]
[ERROR] [LDAP USER] userName is a 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

[Summary]
Groups retrieved from the LDAP server could not be saved in the cache.

[Details]
[ERROR] [LDAP GROUP] externalId is a 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

[Summary]
Groups retrieved from the Active Directory/LDAP server could not be saved in the cache.

[Details]
[ERROR] [LDAP GROUP] displayName is a duplicate. Previous: (group name), Next: (group name)

Group with duplicate group name exists.Configure attributes so that group does not have duplicate group names.
12548error

[Summary]
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

[Summary]
Values of settings in configuration files are incorrect.

[Details]
(details of error)

Problem with values in configuration fileCheck configuration files for any settings with incorrect values.

12550

error

[Summary]
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

12818

warn

[Summary]
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 (`)
warn[Summary]
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.

14596error

[Summary]
An abnormal termination has been detected.

[Details]
Please execute recovery mode.

An abnormal Directory Sync termination has been detected.Execute the recovery_mode.bat file to run software in recovery mode.
14599error

[Summary]
Failed to create a lock file
 
[Details]
Lock file path: (lock file path)

Failed to create a lock fileExecute the recovery_mode.bat file to run software in recovery mode.