LDAP sync Error: An unexpected database error occurred while trying to create a new user

[Luke]

Hi, 

We've got an issue with LDAP sync not creating some users. Searching the logs we have an initial error message about an unexpected database error and then it fails to create a new user every time it runs because there's an archived record. 

I can see the records using Database Direct to query the h_sys_accounts table. Only the h_user_id, h_avail_status, h_attrib1 (we have this configured for department name), h_account_status, h_failed_attempts and h_update_count columns have a non-null value for 14 records, I believe it was the same issue for all of them and have searched the logs for 2 so far. 

I can't see the records through the UI (https://admin.hornbill.com/<instance>/accounts/users/)

What is the best way to tidy up the incomplete records, or otherwise resolve this issue? We currently can't log tickets for these new starters. 

Thanks, 

Luke

Initial error: 

2020/08/10 12:26:05 [ERROR] Unable to Create User: KaXXXXX.XXXXXXXX@XXXXXXXXXXXX.co.uk Error: An unexpected database error occurred while trying to create a new user

Followed by: 

2020/08/10 13:32:46 [ERROR] Unable to Create User: KaXXXXX.XXXXXXXX@XXXXXXXXXXXX.co.uk Error: User already exists with account status: archived
2020/08/10 13:32:46 [ERROR] Unable to Update User Groups: KaXXXXX.XXXXXXXX@XXXXXXXXXXXX.co.uk Error: The specified user account [KaXXXXX.XXXXXXXX@XXXXXXXXXXXX.co.uk] does not exist
2020/08/10 13:32:46 [ERROR] Unable to Update User Groups: KaXXXXX.XXXXXXXX@XXXXXXXXXXXX.co.uk Error: The specified user account [KaXXXXX.XXXXXXXX@XXXXXXXXXXXX.co.uk] does not exist
2020/08/10 13:32:46 [ERROR] Unable to Update User Status: KaXXXXX.XXXXXXXX@XXXXXXXXXXXX.co.uk Error: Failed to update account status (target and the current status is the same).

[Nanette]

@Luke

Please can you raise a raise with our support team via https://www.hornbill.com/support

They will be able to assist with tidying the accounts up and importing the users.

Nanette

[Luke]

Thanks Nanette, I will do.