VIP Manager Error "An administrator with this email address has already been created. Create this administrator again using a different email address"

Products

• VIP Service

Issue/Introduction

Attempting to add an administrator to a Symantec VIP Manager account manually fails with the error: "An administrator with this email address has already been created. Create this administrator again using a different email address"

Or, adding an administrator automatically through LDAP sync fails in the log with the error "StatusCode:24578\, StatusMessage:User already exists."

Cause

The email address is associated with another VIP account. (E.g., The VIP administrator email exists in a production VIP account and the error occurs when attempting to add the same to a VIP test account). An email address can only be associated with one VIP Manager login at a time. 

Resolution

Use a separate email address or email alias when adding an administrator. If that isn't possible. the same email address can be used by appending it with a / and a unique value to identify the VIP account it will be associated with.

For example, [email protected] is used to log into a VIP tenant 123456 but also needs access to test VIP tenant 654321. Create the VIP administrator on the test tenant 654321 with username [email protected]/test. If that admin uses the password reset or forgotten password option, VIP Manager will automatically trim off the /test. 

Optionally, delete or rename the administrator in the VIP account tenant where that email address is being used. 

When using VIP Enterprise Gateway LDAP synchronization, the mail or email attribute is synced to the VIP cloud as the administrator username. If changing the attribute or using an alternate attribute is not possible, that admin should be added manually to VIP Manager. However, LDAP sync will not manage that administrator.

Note: Always enter the full username as it appears in VIP Manager when using the forgot my password feature.