Troubleshooting

This section addresses some of the common issues that may arise from your Active Directory Sync integration:

  • Out of Licenses
  • Mismatched Users
  • Invalid Domain Name

The first two issues listed above generate an email message to the Default E-mail Address specified in InterAction Administrator: Configuration > Messaging tab.

InterAction Configuration Dialog Box - Messaging Tab

Make sure that the email address you specify here is a valid address that is checked frequently. Otherwise, these issues may go unnoticed.

Out of Licenses

An email message is sent to the default email account when you attempt to add one or more user accounts to InterAction and you have no remaining user account licenses.

The text of the email message is as follows:

Subject: Warning: No InterAction user licenses available

You have used all of your InterAction user licenses. No more active users can be created until you do either of the following:

- Purchase additional InterAction user licenses from LexisNexis InterAction

- Inactivate one or more user accounts that are currently active

Any users you attempt to add to InterAction after you have used all of your licenses will not be allowed to log on to InterAction. When more licenses are made available, these users will be enabled to log on to InterAction.

A similar message also appears in the InterAction Snap-in for Active Directory when you attempt to configure a user account for synchronization and there are no licenses available. See User Account Tab Warnings for details.

Mismatched Users

This situation occurs when you attempt to synchronize a user account from Active Directory to InterAction, the account already exists in InterAction, and the first and last names for each account are different.

See How Could the Same User Account be Assigned to Two Different Users? for details.

The text of the email message is as follows:

Subject: Warning: InterAction user account already in use

The account “ACCOUNTNAME” appears to have been previously used in InterAction for a different person at your organization.

In InterAction, the user’s name is “FirstName LastName.” However, in Active Directory, the user’s name is “FirstName LastName.”

If these two accounts are for different people, change the account name for ACCOUNTNAME in InterAction. Then, FirstName LastName can be added to InterAction as a new user.

The InterAction administrator must do one of the following:

  • If the accounts need to be synchronized, the first and last name fields in both systems must match exactly. Determine how the name should appear and edit the first and last name fields in the applicable system. The next time the synchronization is run, the user accounts will match.
  • If the user account should not be matched up, edit the existing InterAction user account so the user account from Active Directory can be brought in as a new user account during the next synchronization.

A similar message also appears in the InterAction Snap-in for Active Directory when the user account you are marking for synchronization matches a user account already in InterAction. See User Account Tab Warnings for details.

Invalid Domain Name

When you specify a domain name in the Active Directory Sync Wizard, InterAction validates that it can connect to the domain. If InterAction cannot connect to the domain, it is probably for one of the following reasons:

  • The user that is logged into InterAction Administrator does not have access to make changes to the specified domain. Specify a domain to which you have edit changes.
  • InterAction cannot connect to the entered domain name. Enter a valid domain name.
  • The domain value is blank on the Welcome dialog box. Enter a valid domain name.