Directory Importer failed error in Track-It! 2019

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Track-It!


    COMPONENT:

    Track-It! 2019.01


    APPLIES TO:

    Track-It! 2019.01 & 2019.02



    PROBLEM:

    After configuring Track-It! 2019 to connect to the Active Directory, we get the following error in the ServiceManagement.log

    ERROR | ServiceManagement |  | The server cannot handle directory requests.
    EXCEPTION: System.DirectoryServices.Protocols.DirectoryOperationException: The server cannot handle directory requests.
       at System.DirectoryServices.Protocols.ErrorChecking.CheckAndSetLdapError(Int32 error)
       at System.DirectoryServices.Protocols.LdapSessionOptions.FastConcurrentBind()
       at System.DirectoryServices.AccountManagement.CredentialValidator.BindLdap(NetworkCredential creds, ContextOptions contextOptions)
       at System.DirectoryServices.AccountManagement.CredentialValidator.Validate(String userName, String password)
       at System.DirectoryServices.AccountManagement.PrincipalContext.ValidateCredentials(String userName, String password)
       at TrackIt.Core.BLL.Administration.ActiveDirectory.ActiveDirectory.TestConnection(String userName, String password, String domainName, Boolean


    CAUSE:

    Operation is falling on 'Groups' import


    SOLUTION:

    Workaround:
     

      This diagnostic fix contains the possible fix & additional log points to narrow-down the issue.  
      
      1. Take backup of "TrackIt.Core.BLL.dll" file from "<Install>\ServiceManagement.Host\" folder. 
      
      2. Replace the respective file from the attached zip in the (IISReset may be needed)  
     a. "<Install>\Application Server\bin\" and  
     b. "<Install>\ServiceManagement.Host\" folders. (You may need to stop "Track-It! Infrastructure Service" from services.msc console to replace here) 
      
      3. Do IISreset.  
    4. Start the Track-It! Infrastructure Service 
      
     
      Note: In case you face any issue, you can replace the backuped "TrackIt.Core.BLL.dll".  
     
    This is a known issue in Track-It!.If you are experiencing this issue, please open a new support case and refer to Track-It! Defect number    DRZOZ-19355: Directory Importer fails to import users and technicians in Track-It! 20.19 - Test Connection, AD Import fails 
     
    Your case will be associated with the defect, and you will be able to view the defect status in your case in the Defects/RFEs/CARs section. 

     


    Article Number:

    000166861


    Article Type:

    Solutions to a Product Problem



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