Unable to see user added to SOI; user has been added to Active Directory

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

We've had a user added to the appropriate Active Directory and we're not able to see the user when viewing under 'add user'.  I've checked to ensure the AD port and configuration settings via EEM were correct. 

I'm not sure on why we can't see our user. 

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Security

Resolution

We made sure the user exist in EEM by going to the EEM Admin UI, we login to the global application.

We confirmed that the user exist.

In the SOI Console, when we try to add the user with the search for All users option, it was displaying too many users reaching the limit of display users.

We had search the user with Users by filter option which show the user we want to add.