You recently added a number of new users via Azure AD SSO or via LDAP.
- Azure/LDAP provisioning shows them as synced
- You can’t find them in User Search in the Admin Console of Jive
Check if LDAP is Configured
Users and Groups sync slightly differently depending on whether Users are synced from LDAP (Microsoft Active Directory, or Open LDAP) or from an SSO Identity Provider (like Azure AD or Okta).
Look under directory server settings in the admin console, to see if any external directory server is configured. If an external directory server is configured, then the instance is likely using LDAP for Sync. You can verify further by initiating a manual sync.
If the manual sync results in zero profiles being synced, then the instance is not using LDAP sync, even though it is configured.
Troubleshoot LDAP Sync
If LDAP is being used, you can follow the below articles to troubleshoot LDAP Sync and settings:
Check SSO Configuration
Some SSO Identity Providers cannot auto-sync users with Jive, while others (like Azure AD) can. LDAP directories are usually synced with Jive on a nightly basis. There is also an option to provision users when they first login to Jive. In this troubleshooting step, you should check how user provisioning is configured.
- Login to the Admin Console
- Browse to People > Settings > Single Sign On > SAML > General
- Check of SAML is enabled and if "Provision new user account on sign in" is enabled.
If your instance is configured to use SAML and to provision new user accounts on sign in, then it is likely that you will see the newly created users appear in Jive after they login to Jive for the first time.
If you do not have provisioning new user accounts on sign in enabled, then it is possible that your SSO Identity Provider (IdP) is configured to regularly provision newly created users in Jive. You can check these settings in Azure AD by following this tutorial from Microsoft.
Check if Users are Present in the Database
Note: The below steps can be performed by customers with On-Premise instances. If you are on a Hosted or Cloud instance, you may need the help of Customer Support. Optionally, you can skip this step and try the remaining steps of this article before contacting Customer Support.
You can use Magic Query to run DB queries on Hosted and Cloud Instances.
Use your database query tool to run the below SQL command on the "core" database:
SELECT * FROM JiveUser where firstname like '%Test%';
This will return all information on the user whose first name has the word "Test". You can replace "Test" with the firstname of your affected user.
Check for the below:
- Are the affected users present in the database at all?
- Are there any differences between the various fields for users who are affected and users who are not affected?
The answers to the above can give you further troubleshooting hints, and will be good information to include in any customer support ticket that you create.
Check if Users are found via Email Search
Sometimes, due to search index corruption, it is possible to search for users by some fields and not by other fields. Navigate to the User Search in the Admin Console, and try searching for the affected user by email address.
If you can find the user by email, but not by name (or vice-versa), it is likely that you have a corrupt user search index.
Execute User Index Rebuild
Rebuilding a user search index manually can be very time-consuming and resource-intensive, and should only be performed at a time when it will have the least impact on your Jive community users.