There are occasions where a user will attempt to log on to Foundation and an error will occur stating the user cannot be found. When multiple users experience this error its a key indicator the LDAP connection is the issue. This post will explain how a user can troubleshoot this issue in relation to the LDAP(s) connected to Foundation. A good first step to troubleshooting this issue is to gather the Hub logs, then check if any changes have been made to LDAP.

If changes have been made and Foundation does not receive these updates its associated LDAP entry will break the connection denying users access. To test this log in to as the Foundation Admin Account. This account should allow you to log in regardless of your LDAP connection. After this, navigate to the User Directories in Admin & Settings. Once here, go in to each User Directory and test the connection. If one fails, this means the information does not match with the current contents of that LDAP. All that is needed to fix this is find the correct information (often the principal user and password). Then test the connection to see if it works.

If the error occurs sporadically (it doesn't work now, but works in an hour etc.) then the user should check the performance of the LDAP server itself. Here look for any performance spikes that have occurred since when the error occurred. If this is the case then an investigation is needed to identify the cause of the degradation of performance.

These are two examples that should help users identify issues when it come the LDAP(s). The cause of LDAP issues could always be different, but these are good items to check when troubleshooting.