Passportal Troubleshooting
Passportal Active Directory Agent is Not Syncing in a Single Domain Environment
Last Modified
Thu Jul 30 12:37 GMT 2020
Description
- Passportal Active Directory Agent is Not Syncing in a Single Domain Environment
Environment
- N-able Passportal
Solution
- This issue can be caused by a few issues, which have been detailed below:
- Verify you have followed our existing steps on setting up the agent and meet all the requirements in order to allow the Active Directory Agent to Work
- Verify the Agent is not muted in the Passportal Dashboard:
- Navigate to the Client or Company Vault
- Select the Actions button
- Select Edit Client
- Ensure the Mute Agent slider is not in the ON position
- Verify you have rebooted the Server after installing the Active Directory Agent
- Test for communication errors from the endpoint (Active Directory Server) to Passportal by running the following command prompt commands:
- telnet us.passportalmsp.com 443
- Ensure you are testing the connection to the correct domain based on the region of your dashboard
- For example: us.passportalmsp.com, uk.passportalmsp.com, ca.passportalmsp.com
- Ensure you are testing the connection to the correct domain based on the region of your dashboard
- ping us.passportalmsp.com
- Ensure you use the correct domain for your data center listed in the steps above
- Allow the appropriate URL for your dashboard based of region on firewall or content filter if experiencing connectivity issues
- telnet us.passportalmsp.com 443
- Ensure the Passportal Active directory services are running
- Look for Passportal service and PassportalUpdater Service
- Restart the service if needed
- Ensure the Passportal User account used to run the Passportal AD agent is valid
- Connect to the Primary Domain Controller, and launch the Passportal Application.
- Authenticate with your Passportal credentials on the agent, and select the client you are connected to.
- Verify that the Passportal User account used in step 2 has access to the client and has the permission level titled "Set Up AD Sync"
- Note the Passportal Sync credentials from Passportal, and paste them into the agent.
- Save and start the agent, and verify that the sync for the client is now showing as recently synced.
- Check the Agent Logs for errors; C:\Program Files\N-able\Passportal Agent\Logs
- Check the InterAgentChannel.log to view a secure connection being established
- Check the ADHook.log and ensure a "Socket Closed" line item appears after a password change notification
- It is normal to see the process aborted for Machine Accounts
- Check the Pserv Logs and look for any errors
- Contact support if you do not recognize how to resolve the errors found or proceed to have syncing issues, provide support with a copy of all the AD logs on the device