000012076 - In RSA Archer, the LDAP Sync status is stuck and cannot cancel

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support on Apr 3, 2019
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Article Number000012076
Applies ToRSA Product Set: Archer
RSA Version/Condition: All
IssueLDAP Sync status stuck and cannot cancel the sync.
CauseMost likely, the LDAP Sync failed to complete and did not end/exit correctly causing the status not to change in the database.

Troubleshooting Steps:

  1. Ensure that the RSA Archer LDAP Synchronization service is only running on one server.

  2. Restart the RSA Archer LDAP Synchronization service. 
    Then try running the LDAP Sync again.  In some cases, this will fix the problem.

  3. Reset the Services Account password in the Archer Control Panel.
    This may fix the problem.

  4. Reset the status of the LDAP configuration in the database.
    The LDAP Sync status is captured in a column in tblLDAPConfig.

  1. Stop the LDAP service.
  2. Run the following SQL command against the Instance database to update the LDAP Configuration status back to Active.

    UPDATE tblLDAPConfig SET status = 1

  3. Start the LDAP service.
  4. Run the LDAP Sync again.

The status value is calculated as below.  This is only relevant to LDAP synchronizations.  

m_status is a bit-mapped field containing:
     bit 0: 1 = Active, 0 = Inactive
     bit 1: 1 = Running, 0 = Idle
     bit 2: 1 = "Queue" request sent
     bit 3: 1 = "Cancel" request sent
Legacy Article IDa67458