KNOWN ISSUE: Active Directory Synchronization schedule is deleting imported users.

Products

• Management Platform (Formerly known as Notification Server)

Issue/Introduction

Customer has used the AD Import User rule to import their Users. They import successfully. There are about 5,636 users listed in the All Resources page in the SMP Console.
When the Active Directory Synchronization schedule runs, those users are deleted. In the Console, under All Resource>Default>Users, those Users had been deleted. 
Then the customer runs the AD import user rule and it will repopulate the users.

We enabled trace and verbose logging on the logviewer. The logviewer shows message that the users are being deleted when the Active Directory Synchronization schedule is running. 

 

Severity: 4
Process: AeXSvc (1372)
Module: AeXSVC.exe
Source: DirectoryResyncItem
Description: OnSchedule called. Identifier={4491a87b-c14f-4123-916d-761aa0f1b845}


Severity: 4
Process: AeXSvc (1372)
Module: AeXSVC.exe
Source: DirectoryResyncItem::ResyncDirectoryItems
Description: Searching for deleted directory containers: 82f782bb-f469-422c-a4f9-b96d5cf46d7a, server=mydomain.org, type=AD


Severity: 16
Process: AeXSvc (1372)
Module: AeXSVC.exe
Source: ResyncResources
Description: Found 4,403 unmanaged resources for rule: 82f782bb-f469-422c-a4f9-b96d5cf46d7a


Severity: 16
Process: AeXSvc (1372)
Module: AeXSVC.exe
Source: ResyncResources
Description: Directory Resources resync: total=4,403, found=289, missing=4,192, deleted=12, failed=0, rule=82f782bb-f469-422c-a4f9-b96d5cf46d7a


Severity: 4
Process: AeXSvc (1372)
Module: AeXSVC.exe
Source: DirectoryResyncItem::ResyncDirectoryResources
Description: Deleting 4192 resource(s) from NS database by rule: 82f782bb-f469-422c-a4f9-b96d5cf46d7a


Severity: 4
Process: AeXSvc (1372)
Module: AeXSVC.exe
Source: DirectoryResyncItem
Description: Operation started: Deleting resources ...


Severity: 4
Process: AeXSvc (1372)
Module: AeXSVC.exe
Source: DirectoryResyncItem
Description: Operation completed: Deleting resources, (100%) 4,192/4,192 [26.21 i/s], total time=00:02:37.3905021


Severity: 16
Process: AeXSvc (1372)
Module: AeXSVC.exe
Source: DirectoryResyncItem::ResyncDirectoryResources
Description: Resource resync for 82f782bb-f469-422c-a4f9-b96d5cf46d7a : total=4,403, found=289, missing=4,192, deleted=4,204, failed=0


Severity: 16
Process: AeXSvc (1372)
Module: AeXSVC.exe
Source: DirectoryResyncItem::ResyncDirectoryResources
Description: Overall resource resync: total=4,493, found=367, missing=4,204, deleted=4,216, failed=0


Severity: 4
Process: AeXSvc (1372)
Module: AeXSVC.exe
Source: DirectoryResyncItem::ResyncImportedResources
Description: Directory import resync done: rules=2, items: [total=3, found=10, missing=0, deleted=2, failed=0], resources: [total=4,403, found=289, missing=4,192, deleted=4,204, failed=0]

 

Cause

 Known issue. The culprit is a cn with a comma in it. Import users with 'special' character in first DN part in AD (for example, CN=Doe, John).

 

Resolution

Symantec has acknowledged that the above-mentioned issue is present in the current version of the product mentioned earlier on this article. Symantec is committed to product quality and satisfied customers.

 

Symantec currently plans to address this issue by including a fix in the next ITMS 7.5 Hotfix: Hotfix 4. Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here. A link to the Release Notes will be added to this document when it becomes available. Please note that Symantec reserves the right to remove any fix from the targeted release if it does not pass quality assurance tests.  Symantec’s plans are subject to change and any action taken by you based on the above information or your reliance upon the above information is made at your own risk.

 

The current workaround is to disable the AD Sync schedule.

Applies To

 ITMS 7.5 (with HF1, HF2 or HF3)