LDAP listener issues - not updating

[Kai Tingey]

Hi All

Our LDAP sync has stopped picking up changes. I'm not sure at what point it stopped working, i suspect it was after the upgrade to San Diego.

The LDAP listener connects successfully and shows active.

The MID Server is up and running and all other functions appear ok.

I can browse LDAP via the instance and navigate through the tree without issue.

The correct OU is configured for users

If I run a manual import and transform, the users come through and update correctly.

but If i make any changes to an AD object that (should) be picked up by LDAP, they aren't coming through via the listener.

I'm not too sure what to do next to troubleshoot the issue, any suggestions would be appreciated!

[cesar_sandoval]

Hello Kai,

The two main reasons why a user may not be updated by the LDAP Listener:

1. The system first checks if this user is part of an existing valid OU definition. It does so by checking if the user's DN ends with RDN of OU definition + RDN of the LDAP server (Starting search directory). To validate this, copy the RDN of the OU definition the user is part of and append the starting search directory specified on the LDAP server. If the user's DN does not end with this value, the change will be ignored because the user is not part of this OU definition. 
2. If the first check is successful, the system checks if this OU definition is active with the Table set as 'sys_user'. For groups, this should be 'sys_user_group'. If either of these conditions fail, the change will be ignored. 

If you already verified this, then I also recommend you enabled the following LDAP MID Server debug properties:

1. glide.ldap.debug=true
2. glide.ldap.listen.verbose=true

Make sure you restart the MID Server after enabling these properties.  The MID Server logs may provide clues to help you continue troubleshooting this issue.

[Eric Therrien2]

Hi Kai,

We have the same issue. Just found this KB article (LDAP listener is terminated and not restarted when there is an unknown exception - Known Error (serv...) this morning, seem like ServiceNow is dropping the ball on this...

[Eric Therrien2]

Hi Kai,

We have the same issue. Just found this KB article (LDAP listener is terminated and not restarted when there is an unknown exception - Known Error (serv...) this morning. Look like ServiceNow is dropping the ball on this issue.

[Elizabeth Hemon]

I have this same issue appear as well after the San Diego upgrade and have had a ticket open with support for over a year now. I've upgraded to Tokyo, and now Utah, and the issue hasn't gone away. Let me know if you are still experiencing the issue.