Troubleshooting

Some common issues and suggested steps to resolve them:

General Tip

To help identify LDAP issues more quickly, make sure to set the Trace switch to Verbose. To set the switch:

  1. In the Service Shell, click File > Trace Options.
  2. In the Trace Options dialog box, click Core > Security > LDAP Trace.
  3. In the Trace Level pane, select Verbose.
    Trace Options Setting
  4. Click Apply.
  5. Click OK.

Only Built-in users on list, LDAP users not shown

If you do not see any LDAP users (users added when in the LDAP mode), then there was an error returning the users from the directory.

Check the CDBLog of the TP6 service shell.

Table 1. Error messages and suggested solutions
Error Solution

Size Limit Exceeded

The exact cause of this issue is unknown.

It appears that the size of the list of users returned is too large.
  1. To narrow the search, reset the Search Filter value.

    The value is (&(objectCategory=person)(object)) by default. Set it to something like. (&(objectCategory=person)(object)(sn=lee)), which in this case only returns users with surname "lee". See this article

    Active Directory: LDAP Syntax Filters for more filter options.

  2. Perform the following steps:
    1. Log into the Client shell with your administrator user name and password .
    2. On the Security screen, check the User list, you should find your name on it.
    3. Assign yourself to a user group.
    4. Log into the Client shell again with your administrator user name and password.

Invalid Credentials

Your password or login did not work.

Double-check the login and password that was set in Server Connection.
LDAP users are on the list, but a specific user is not. Apply the solutions suggested for Size Limit Exceeded.