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"The LDAP server returned zero or multiple user records matching the account credentials." error in Serv-u

A "The LDAP server returned zero or multiple user records matching the account credentials." error messages displays when logging in to Serv-U.

First published date

4/7/2026 2:28 AM

Last published date

4/8/2026 6:18 PM

Overview

This article will explain why the customer is getting the error after they log in to Serv-U. 

Product section

Serv-U Managed File Transfer & Serv-U FTP Server

Cause

This error means either the username/password doesn’t resolve to any LDAP user, or your LDAP search filter is returning more than one record for that login.

Resolution

1. Re‑test a specific user from Serv‑U.
- In Domain > Users > LDAP Authentication, use the Test Login. Please make sure to use the exact username and password that you are using to log in (eg: user, user@domain, or domain/user). Make sure to test the different format.

2. Verify the Login ID mapping vs. what users type.
- Check the Login ID attribute. Please check and use "userPrincipalName" if users type user@domain.com and "sAMAccountName" if user type is using a user format. 

3. Fix the LDAP search filter so it returns exactly one user.
- In Domain > Users > LDAP Authentication > Show Advanced LDAP Options > Search Filter. 
User login with user should have "(&(objectClass=user)(sAMAccountName=$LoginID))" while user login as user@domain should have "(&(objectClass=user)(userPrincipalName=$LoginID))".

4. Look for duplicate or missing accounts in AD
- In AD (or an LDAP browser), search for the user using the same attribute as Login ID.
* If you see 0 objects, the username is wrong or the user isn’t in the searched OU.
* If you see 2+ objects, clean up duplicates or adjust the search filter/base DN so only the correct one matches. 

 

NOTE:

  •  Users can still log in using the 'user' format even when the login attribute is set to "UserPrincipalName", provided they have included the domain in the Serv-U Management Console > Users > LDAP Authentication > LDAP Login ID Suffix.
  • It is essential to ensure that the User attribute from the AD/LDAP server matches the LDAP user Login ID.
  • In cases where the customer operates multiple domains, it is advisable for them to utilize the "SamAccountName" Login attribute ID and log in as domain/user account.