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Unable to sync a user with AD/LDAP

Last updated December 18th, 2023



  • Knox Manage
  • Active Directory service


You might encounter the issue where syncing a user to Knox Manage with Active Directory fails with the following error:

The user entered already exists

This error is displayed even though the user doesn’t exist in Knox Manage.


When a user is removed from Knox Manage but not from Active Directory, an attempt to update the information on the Active Directory service results in a sync conflict in Knox Manage.


With the Knox Manage 23.12 release, a fix has been implemented. A Delete feature has been added to allow users to remove incorrect data from the Active Directory service.

To view and remove users affected by the sync issue:

  1. On the Knox Manage console, go to Setting > Identity & Directory > Connection.
  2. Under Sync Target, users affected by the sync conflict are displayed in red. Select all the affected users.
  3. Click Delete to remove the affected users from Knox Manage.
  4. Re-sync the users to the Knox Manage console with Active Directory.

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