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Some Active Directory users are not able to log in

Original Question or Issue:

Why are some Active Directory users unable to log in?

Some Active Directory (AD) users cannot log in because the AD environment contains users from multiple UPN suffixes. The default AD Suffix matching method cannot resolve these accounts. To fix this, switch from AD Suffix to AD Prefix in FileCloud's AD settings.

Environment:

  • Product - Any
  • Version - Any
  • Platform - Any

    Steps to Reproduce:

     

    Error or Log Message:

    AD User `user@filecloudlabs.com` with attribute userPrincipalName has not been found.

    Defect or Enhancement Number:

     

    Cause:

    When an organization's Active Directory contains accounts from more than one UPN suffix (for example, user@domain1.com and user@domain2.com), FileCloud's default AD Suffix matching method cannot reliably resolve user identities across all suffixes, causing affected users to fail authentication.

    Resolution or Workaround:

    In FileCloud AD settings, switch from AD Suffix to AD Prefix. Follow these steps:

    1. Log in to the FileCloud Admin Portal.
    2. Navigate to Settings > Authentication > Active Directory.
    3. Locate the AD matching method option and select AD Prefix instead of AD Suffix.
    4. Save your changes and ask affected users to attempt login again.
    Refer to this FileCloud Mixed AD Domain Environments documentation for more details.

     

    Notes: