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LDAP fails to connect when initiating a connection

This article describes how to resolve an issue where Lightweight Directory Access Protocol (LDAP) fails to connect while initiating a connection from the WHD server to a customer's LDAP server.

First published date

10/19/2018 7:49 PM

Last published date

2/27/2022 6:49 PM

Overview

LDAP fails to connect when initiating a connection from the Web Help Desk server to a customer's LDAP server.

Product section

Web Help Desk

Resolution

Perform the following procedures.


Set the debug levels

  1. Log in to Web Help Desk as an administrator.
  2. Click Setup > General > Logs.
  3. Click the Web Help Desk Application drop-down menu and select Debug.
  4. Expand Web Help Desk Daemon Services > All Daemons.
  5. Click the LDAP Sync Daemon drop-down menu and select Debug.
  6. Close Log Settings.

Browse the target LDAP server

  1. Download and install an LDAP browser (such as Apache Directory Studio).
  2. Browse the target LDAP server using the same server target address, port, and authentication parameters used for Web Help Desk.

    Ensure that Bulk Synchronization is not selected in WHD.

  3. If you find users on the target LDAP server, locate a user on the WHD LDAP interface using the following filter: 
    (&(objectClass=Person)(cn=someuser)
    where someuser is the username you located while browsing.
    Make sure there are no trailing blank spaces in the filter window. 

If the procedure is successful and you can import this user, change the filter to (objectClass=Person) and synchronize to all users.
If the procedure fails, create screenshots of the browser and Web Help Desk screens, and then attach them to a ticket with the debug log.