Troubleshooting Steps for ADSync

These troubleshooting steps for ADSync address issues such as not being able to reach the component, data source issues, service issues, and job failures. They provide instructions on how to resolve each specific problem.

“Not able to reach the component”

Table 1. Table 69 – ADSync: Scenario 1
Issue Description Error message “Not able to reach the component” appears in Manage Jobs job Log screen of respective Job
Modules Impacted ADSync

Steps to resolve

  1. Go to Manage Jobs and check if the ADSync Job is enabled and successful. If not, enable it.
Figure 1. Figure 109 - ADSync Troubleshooting
  1. For e.g. –
  • Organization name - BigFix
  • Job Name - ActiveDirectoryBigFix
  • Component Name - Active Directory
  1. Ensure that ADSYNC service is up on component server
  2. Ensure that Listener service is up on component server

If Listener is not picking up ADSYNC service, then troubleshoot the service. Refer to Troubleshooting Steps for Listener.

The status of ‘ActiveDirectory’ job FAILED due to Data Source Issue

Table 2. Table 70 - ADSync: Scenario 2
Issue Description ‘ActiveDirectory’ job is enabled and status of job is FAILED
Modules Impacted ADSync

Steps to resolve

If Step Remarks mentions ‘OK|Data source is not created for requested organization’, then create data source for requested organization.

Figure 2. Figure 110 – ADSync

The status of ‘ActiveDirectory’ job is FAILED due to Service issue

Table 3. Table 71 - ADSync: Scenario 3
Issue Description ‘ActiveDirectory’ job is enabled and status of job is FAILED
Modules Impacted ADSync

Steps to resolve

  1. If root cause is ‘Not able to reach the component’ then check if the ADSync service is up or not. For that, go to server where services are installed. Open ‘services’ by pressing win+R, type ‘services.msc’.
Figure 3. Figure 111 – ADSync – Scenario 3
  1. Locate service ‘HCL.iAutomate.ADSyncService’ and check the status whether it is in running or stopped state.
Figure 4. Figure 112 - ADSync – Scenario 3
  1. If the service is not running, start the service.
Figure 5. Figure 113 - ADSync – Scenario 3
  1. To check if ADSyncService is running properly, load the WSDL file of ADSyncService. To load the WSDL file of the ADSync, enter the Heartbeat URL (http://serverip:port_for_ADSYnc/ADService/) for ADSyncService on browser. You can find this URL in the config file of ADSyncService by performing below steps:
  1. Click Win+R. Type services.msc and click OK.
Figure 6. Figure 114 - ADSync – Scenario 3
  1. Locate HCL.iAutomate.ADSyncService. Right Click on service (HCL.iAutomate.ADSyncService), and click on Properties. Copy Path to Executable as shown below.
Figure 7. Figure 115 - ADSync – Scenario 3
  1. Open the selected folder. Locate HCL.iAutomate.Service.AD.exe file.
  2. Open this config file in Notepad and search for key ‘ServiceHostURL’. The value corresponding to this key is the heartbeat URL.
  3. Paste the URL on the browser. If following page appears, it means service is not running or there is some issue with ADSyncService.
Figure 8. Figure 116 - ADSync – Scenario 3
  1. If the following WSDL gets loaded, it means that the service is running as expected.
Figure 9. Figure 117 - ADSync – Scenario 3
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The status of ‘AdSyncservice’job is FAILED

Table 4. Table 72 - ADSync: Scenario 4
Issue Description ‘Active directory job is enabled, the AdSyncservice is running fine still status of job is FAILED
Modules Impacted ADSync

Steps to resolve

  1. Go to page Environment Component Log.
  1. Check the log corresponding to component name ‘Active Directory’ for the particular time interval when the job is running.
Figure 10. Figure 118 – ADSync – Scenario 4
  1. If log mentions ‘Username and Password is Incorrect’ then verify the Username and Password entered in LDAP details under Create Organization Screen.
  1. If log mentions ‘Cannot find Group details for ‘LDAP:\\Domain Name’, then go to View Organization screen and click on group icon against configured LDAP based organization and verify that group is configured against LDAP based organization or not, if not then add group details.
  2. If log mentions ‘Cannot connect to LDAP Server’ then verify that LDAP Connection string is correct.
  1. If you are using LDAPs Connection string, then ensure that the ‘Is SSL Required’ field under Create Organization screen is checked.