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New client accounts not created through email. ERROR_WHILE_LOCATING_CLIENT error on Web Help Desk Mailbox

This article describes how to troubleshoot an ERROR_WHILE_LOCATING_CLIENT error message that displays when an unknown client submits an email to a Web Help Desk monitored mailbox.

First published date

11/8/2018 2:33 PM

Last published date

3/19/2025 12:59 PM

Overview

If WHD is configured to create accounts for unrecognized senders and an unknown client submits an email to a Web Help Desk monitored mailbox, the email is rejected with the following error:

ERROR_WHILE_LOCATING_CLIENT

Product section

Web Help Desk

Cause

The LDAP account is incorrect or incomplete.

Resolution

  1. Verify that LDAP connection accounts exist.
  2. Verify that you can test the connection settings successfully in each configured LDAP connection. If the LDAP connection is incomplete or invalid, delete the connection.
  3.  Check if there is another account using the email address.
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Manually create a client with that email address