Sync Tool - Troubleshooting | Admin Guide - Zoho Directory

Zoho Directory Sync Tool - Troubleshooting

Prerequisites

Roles required to perform this action:
  1. Organization Owner
  2. Organization Admin

Troubleshooting

This document contains error messages you may encounter when you're setting up and using the Zoho Directory Sync Tool, and the methods to resolve those errors.
Some of the solutions will require you to check the Sync Tool's logs, which can usually be found at C:\Program Files (x86)\ZOHOCORP\ZohoDirectorySync\logs.

The error messages are listed based on the screen they appear in.

Zoho Sign-in screen

These errors will be shown if the Sync Tool was unable to sign you in to your Zoho Directory admin account.
Error
Reason
Solution
Authorization failed
You are not a Zoho Directory administrator.
Ask a Zoho Directory administrator to sign in to the tool.
InvalidClient / InvalidAuthScope
There has been some mismatch in the configuration of the tool.
Please contact support@zohodirectory.com to obtain the correct configuration.
Only one instance of the tool can be used for an organization. Please contact support.
You're trying to sign in to a second instance of the tool, for the same organization.
General Error
The operation failed due to some unexpected problem.
Please contact support@zohodirectory.com for help.

LDAP Configuration screen

These errors will be shown if the sync tool was unable to access your Active Directory (AD)/LDAP server using the credentials you provided.

Error
Reason
Solution
General Error
You do not have enough permissions in AD to perform a sync.
Ask your admin to provide you READ and REPLICATING DIRECTORY CHANGES permissions in AD for the domains that need to be synced.

Attributes screen

This error will be shown if the Sync Tool had trouble mapping Zoho Directory's fields with Active Directory (AD) attributes.
Error
Reason
Solution
Custom field is deleted in Server. Delete?
The custom field was deleted in Zoho Directory, and can no longer be synced.
Delete the mapping, or add the custom field again in the Zoho Directory admin panel.

Directory Sync and Reports screen

These errors will be shown in the Status column of the Directory Sync - Users, Directory Sync - Groups, and the Reports screens, if the tool was unable to sync a user or a group.

      

Error
Reason
Solution
Invalid Email Address
The user does not have an email address in Active Directory (AD).
Add an email address for the user and try again.
Bad Request
One of the mapped attributes has a value with incorrect formatting.
Please contact support@zohodirectory.com for help.
Request Failed / Server Error
The server might not be reachable from your system, or a data mismatch might have occurred.
Please contact support@zohodirectory.com for help.
Multiple Emails exists.
At least one of the user's email addresses belongs to a different Zoho Directory organization.
Ask the user to delete their existing Zoho account, or contact support@zohodirectory.com for help.
Already Exists
The user or group has already been created in Zoho.
No rectification needed. From the next sync, the user/group will get updated.
DomainControllers are not operational
You domain controller is not reachable from your system.
Check the status of your DC. If the problem persists, contact support@zohodirectory.com.
Data Access Error
The Sync Tool is unable to access your Zoho Directory organization.
Sign in to the Sync Tool again using the Reassign ownership button in the Zoho Sign-in screen, then try syncing again. If the problem persists, contact support@zohodirectory.com with your Sync Tool's log files.
Domain not verified
The email domain is not verified in Zoho Directory.
Verify the domain and try again.
Operation not supported
Zoho Directory's free plan does not allow syncing any more users.
Upgrade to a paid subscription and try again.
Mandatory attribute missing
A custom field marked as mandatory in Zoho Directory is not available in Active Directory (AD).
Check the AD attribute mapped with the mandatory custom field, ensure the attribute has some value, then try again.
Attribute length exceeded
An attribute's value is longer than the maximum length supported by the Zoho Directory field mapped to it.
Check the logs to find the attribute, ensure its value is within the accepted length, then try again.
Invalid attribute value
An attribute's value has characters not accepted in the Zoho Directory field mapped to it.
Check the attribute's value for any inappropriate characters (e.g., alphabets in the "Phone" field), then try again.
Exists in another deployment
The user already has a Zoho account in another Data Center (DC).
Request the user to close the other account, then try again.

Password Sync screen

This error may be shown when you're trying to install the Password Sync Agent in your domain controllers.
Error
Reason
Solution
Agent can't be installed
A prerequisite for the password sync agent has not been met.
Go through the prerequisites for installing the password sync agent and ensure they've been met in all the required domain controllers.



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