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Home > Success Center > Log & Event Manager (LEM) > Directory Service Query connector is unable to start, it starts with an error, or it starts but not functioning

Directory Service Query connector is unable to start, it starts with an error, or it starts but not functioning

Created by Jason Dee, last modified by MindTouch on Jun 23, 2016

Views: 165 Votes: 1 Revisions: 6


This article helps troubleshoot the Directory Service Query connector when it exhibits any of the following symptoms:

  • The connector won't start (the status icon won't turn green).
  • The connector starts and shows a green icon, but you see an unresponsive domain error when starting it.
  • The connector starts with no errors, but the connector is not functioning (unable to add a Directory Service User, etc).


All versions of LEM


These are some possible causes for this:

  • Incorrect settings specified in the connector
  • Invalid credentials (bad username/password, expired password, etc)
  • Using the incorrect protocol
  • Environmental issues (blocked ports, DNS resolution failure, etc)


  1. Some of the settings in the connector may be incorrect. Check the following:
    1. The Domain Name should be your FQDN.
    2. If you're currently using the hostname for your domain controller in Directory Service Server, try using the IP address instead.
    3. The User Name field should have only a username without a domain in front of it.
    4. If Encryption is something other than No SSL, try switching it to No SSL with no Custom Port.
    5. The Test Domain Name should be identical to Domain Name.
  2. After verifying your settings, start the connector. If the icon goes green, click on the Test Domain Connection button. This won't display a popup here, but it generates two events for us to look at that have more details.
  3. Close this window and go to Monitor > LEM Internal Events.
  4. You should find two adjacent events relating to our connection attempt at the top fo this filter: an InternalInfo event and an InternalWarning event. The InternalInfo event states that the connection failed. The InternalWarning event should provide more details on what is causing the failure. Here is an example:
Last modified
19:58, 22 Jun 2016