Adding an AD Server to ServiceDesk results in the error "Failed to connect to AD Server, please check the settings."

Products

• ServiceDesk

Issue/Introduction

An AD Server has been added and configured in ServiceDesk. Editing it displays the domain's organizational units. However, when testing the AD Server, the error "Failed to connect to AD Server, please check the settings." occurs.

Cause

  

Resolution

1. Verify that the AD Server Domain name in the AD Server is correct.When setting up a new AD Server, an invalid AD Server name will initially result in "Unable to connect to the Domain. Please check your settings". However, after an AD Server has successfully been saved, the organizational unit (OU) information stays cached. If the AD Server name later becomes invalid, the OUs will still be displayed, appearing to indicate that there are no connection issues.This may also be caused by the AD Elevated User Name user account not having sufficient permissions in the network to use and access the AD server. As a test, try using a domain administrator. If this works, then network permissions will need to be added to the domain user account that is desired to be used normally.
2. Do not use the FQDN for Workflow Server Active Directory Configuration field and do not prefix the AD Elevated User Name field with the domain. For example:
   • Workflow Server Active Directory Configuration field = "Domain", not "Domain.com.au"
   • AD Elevated User Name field = "AccountName", not "Domain/AccountName".
3. In case if the problem still persist Restart the Symantec Workflow Service or Logicbase2006 service from Run>Services.msc and restart the IIS.