Users cannot be found in Users list and ACTIVE flag for users set to F in the database

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Platform Notice: Server and Data Center Only - This article only applies to Atlassian products on the server and data center platforms.

Problem

Unable to grant user access to Crucible/Fisheye as a user cannot be found when searching for him in "Users" to add the required groups. 

Diagnosis

Diagnostic Steps

set ACTIVE=F for user in the database. Run below query to check that

select * from cwd_user where user_name='username';

Cause

User directory cache is not updated with changes in remote directory

Resolution

Do a force "full synchronization" for the directory configuration as  mentioned below

  • In the Fisheye User Interface go to Administration > User Directories
  • Click on the "edit" button in the "Active Directory server" row
  • In that User Directories settings, uncheck the box next to "Enable Incremental Synchronisation"
  • Switch back to the User Directories page and select "Synchronize" and wait until it finishes

Once the issue is resolved, you may change it back to incremental synchronisation by checking "Enable Incremental Synchronisation"

Last modified on Jul 31, 2018

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