000030312 - Discrepancy with user records in RSA IMG prevents users from authenticating

Document created by RSA Customer Support Employee on Jun 14, 2016•Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000030312
Applies ToRSA Product Set: Identity Management and Governance (IMG), Aveksa
Issue2 user records are created for the same user after collections are run, and now the user cannot login/authenticate.
WorkaroundThe workaround for this issue is as follows:
1.Navigate to Resources>Directories.

2. Click on the AD Directory Name that the user should have an account in.
User-added image
3. Click the Accounts tab.
User-added image

4. Search for the user_id that cannot login and locate the account that they have.


5. Click the icon that looks like a person with a plus (+) sign. (Screenshot below shows this)
User-added image
6. Here, in the box to the right of the new window, you should see the users that are mapped to this account.  You should see the other user_id that is terminated here.  Click the red 'X' next to the terminated user_id to remove it from the account.
Now, the user should be able to authenticate.

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