Who is this article for?

Users encountering the error.

Elevated permissions are required to perform the steps.

This article explains the steps required to troubleshoot the issue where users are not getting added to Active Directory due to the error mentioned below.

1. Issue

Admins encounter an error while adding users to Active Directory. The affected user is highlighted in red and cannot be added, with the system indicating Invalid Username.

2. Resolution

To resolve this issue, verify the current status of the user and ensure they are active (not archived). Follow these steps:

1. Navigate to Tools.

2. Now click on Configuration and then Users, Roles & Permissions.

3. Click on Reactivate

4. Check if the user’s name appears in the list.

5. If listed, tick the checkbox next to the name and click OK.

6. Submit the changes.

Once these changes are updated, the admin should attempt to add the user again. The issue should now be resolved.