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Home > Success Center > Web Help Desk (WHD) > Troubleshoot LDAP in Web Help Desk

Troubleshoot LDAP in Web Help Desk

Overview

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

Environment

All WHD versions

Resolution

Perform the following procedures.

Set the debug levels

  1. Log into Web Help Desk as an administrator.
  2. Click Setup > General > Logs..
  3. Change the Web Help Desk Application to Debug.
  4. Expand Web Help Desk Services, and then expand All Daemons.
  5. Change the LDAP Daemon Sync Daemon to Debug.

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 the Bulk Synchronization is not selected in WHD.
  3. If you can find users on the target LDAP server, try finding one 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 successful and you can import this user, change the filter to (objectClass=Person) and attempt to sync all users.

If the procedure fails, create screenshots of the browser and Web Help Desk screens and attach them to a ticket with the debug log.

 

 

Last modified
09:04, 27 Apr 2017

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