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RSA Security Console error - This user could not be found in the LDAP data store

Question asked by Lyndon Barry on Aug 7, 2017
Latest reply on Aug 8, 2017 by Lyndon Barry

I work for a government body in the UK with approximately 3000 user currently actively using secureID.


We have had three cases this week where attempting to view or edit their RSA account information via the Security Console (AM-7.14, cm-1.0.4 & ims-2.0.4) are presenting an error


"There was a problem processing your request,  this user could not be found in the LDAP data store"


I have tried moving the users around in the AD OU's without success and there does not appear to be anything online which can suggest what could be the root cause or solution to the fault.

I would be grateful if anyone can assist.