Zoho Directory Sync Tool - Troubleshooting
Prerequisites
- Organization Owner
- Organization Admin
Troubleshooting
Zoho Sign-in screen
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. | Delete the previously installed instance, or contact support@zohodirectory.com to add a second instance. | |
General Error | The operation failed due to some unexpected problem. | Please contact support@zohodirectory.com for help. |
LDAP Configuration screen
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
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
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
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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