AD Sync issue_Rootpath failure

AD Sync issue_Rootpath failure

Error trace:

09:48:46:989]|[10-31-2019]|[com.adventnet.servicedesk.asset.util.WorkStationDiscoverUtil]|[INFO]|[62064]: Log message from WMI task : mwc-dc-01 - LDAP Search : Root Path Failure.  (0x8007052e)|
[09:48:46:989]|[10-31-2019]|[com.adventnet.sym.adsm.common.server.ADHandler]|[INFO]|[62064]: **** Back in Java panganjn|
[09:48:46:989]|[10-31-2019]|[com.adventnet.sym.adsm.common.server.ADHandler]|[INFO]|[62064]: Error in Importing User (NULL Object) - <loginname>|
[09:48:46:989]|[10-31-2019]|[com.adventnet.servicedesk.setup.util.ADImporter]|[INFO]|[62064]: ADImporter.updateImportStatus >>>  updateCount(4,1,'panganjn','dummy'); |

Steps to follow are below,
1. Please check whether the user exists. If so, verify that the user name present in the AD is exactly the same as the one which you are trying to import.
2. Verify the options mentioned in the below link for the user properties.
3. Go to Admin-->Requester-->Click on Import from Active Directory. Re-enter the username and password. Then go to the Next screen.
4. Perform an import using the "add user manually" option by providing the user name. Check if this works.
5. If none works, just restart the AD server once and check the issue, this should work if not the above.
If the issue persists, please get the FINE logs to analyse further. Steps to get the FINE logs,

1) Please navigate to Community(Headset symbol)->Support Tool and set the Logger Level to FINE.

2) Recreate the issue.

3) Navigate to the server and immediately zip the logs folder under the location \ManageEngine\ServiceDeskPlus-MSP\

4) Now, come back to the Support Tool page, set the Logger level to INFO.

For both logger level, you get a message stating that, it was changed.

NOTE: Please ensure to set the Logger Level back to INFO, once after the issue is recreated.

While uploading logs, Kindly  mention the time when the issue was recreated and the ticket number # .

          • Related Articles

          • Import from AD fails when other operations are performed

            Issue is identified in 10506 and occurs through 10510 as on date. Log trace: ​ com.adventnet.persistence.DataAccessException: CSRF Vulnerability found. Restricting DB Modification| [12:26:55:282]|[08-26-2020]|[SYSERR]|[INFO]|[235264]: at ...
          • Mail fetching failed - PKIX path building failed.

            Configure SSL Certificate to use POPS/IMAPS for fetching/sending mails. Cause: If the SSL Certificate in mail server is a self signed certificate then it is not imported in the ServiceDeskPlus-MSP java environment while using the POPS/IMAPS protocol. ...
          • Unable to Sync Analytics after upgrade to 10500

            Issue description: The issue occurs when the user has upgraded from 9427 to 1050X builds and then tries the sync for the first time. The sync will fail because we are still maintaining the AMOUNT PAID column in billhistory table in sync xmls even ...
          • req_file_path,"request" error while executing scripts

            Message : Traceback (most recent call last): File "", line 10, in <module> requestObj = read_file(req_file_path,"request") File "C:\Program Files\ManageEngine\ServiceDeskPlus- This error will be thrown when the application is installed under ...
          • AD auto import shows technicians name instead of System

            Cause of the issue : The schedule report and ad sync is using the same thread pool , so if a report has used the thread and then AD sync runs on the same thread incorrect user is updated in logs.  Workaround : Execute the following update query in ...