Troubleshooting user synchronization
This topic describes the issues related to the User Sync utility.
|Issue symptom||Issue cause||Issue workaround|
Remedy Smart Reporting users are not getting synchronized in real-time, and you get the following error message:
The following reasons can cause this issue:
Depending on the cause, perform the following actions:
The users are not getting synchronized into Remedy Smart Reporting.
|Multiple reasons can cause this error.|
By default, the AR plugin is installed when Remedy AR server is installed. To change the log level of the log file, open the log4j_pluginsvr.xml file in the ARSystemInstallDir\BMC Software\ARSystem\pluginsvr directory. For the SmartReportingLog appender, change the value of level value to DEBUG from WARN. Restart the Remedy AR System server.
b.The required .jar files are available.
|The User Sync utility fails to synchronize users.||Remedy Smart Reporting is deployed on a secured Tomcat server by using a self-signed certificate.|
Import the SSL certificate into the Java Trust Store on the Remedy AR System server where the admin operations are running.
|You cannot synchronize more than seven users that are a part of the Smart Reporting Custom App Users group into Remedy Smart Reporting.|
By default, you can synchronize only up to seven users that are a part of the Smart Reporting Custom App Users group into Remedy Smart Reporting.
Contact BMC Customer Support.