This article applies to:

• WebMarshal 6.X and 7.X

Question:

• Why are my Active Directory user groups not refreshing in the WebMarshal console?

Symptoms:

• Active Directory users imported into a User Group are missing
• Reloading a User Group raises an error message in console 'Failed to refresh user', with a list of user names
• Some users cannot browse through WebMarshal
• Some users are listed twice in 'All Users'
• Changes in user first and last name may not be correctly reflected in WebMarshal

Additional Diagnosis:

The resolution and workaround below apply to situations where most user information is being correctly imported, but a few user listings are wrong.

If a group is not being synchronized at all, check for any recent group changes in Active Directory.

• Verify that the group exists in Active Directory
• Check that the group name and Organizational Unit (CN and OU) in WebMarshal match the names in AD.
• If any change was made to the group or OU names in AD, you must set up the new group information in WebMarshal and remove the old group information. You can then re-load the group.

Resolution:

Workaround:

If you cannot upgrade immediately, follow the instructions below to resolve the user problems temporarily. You will have to perform these steps whenever user information changes. 

1. Open the WebMarshal Console.
2. Right click on All Users in the left pane and select Purge Unreferenced Users.
3. Right click on All Users in the left pane and select Refresh User Descriptions.
4. Right click on each Usergroup and select Reload User Group.
5. Restart all the WebMarshal services.

If you continue to experience issues with user refresh, please contact Technical Support.