We recently upgraded ManageEngine from version 8 to version 9. After having done the upgrade we had an issue importing users from one of our domains. I added the domain again manually and this seemed to resolve the problem.

Unfortunately some of our technicians were on the domain that we could no longer import from. For most this was not an issue, they simply logged onto manageengine under the new domain. For 2 of them however this did not work.

For the 1st technician I deleted him then re-synced with AD and added him back as a technician. This all worked fine and he is able to work again.

We tried to also do this for the second technician. It appeared to delete just fine, however when we re-synced with AD his account did not appear under requesters. It does not show up anywhere that I can find in manageengine. I thought perhaps it had not picked him up from AD, however when I try a manual import and specify his logon name it imports successfully as an overwritten user. It appears managengine already thinks he exists. Again we tried searching for him in manageengine and could not find him.

I have also tried adding a new technician manually and then enabling the logon. When I set the domain and the username it tells me that this logon already exists. Again though I cannot find him anywhere.

Any ideas where I could go to locate this user account and delete it / recreate it?

Thanks