Customer gets an 'Internal Error' message when clicking on the LDAP Sync tab in Enterprise Gateway. This happened after updating the group name in the user store and then attempting to restart the sync service. As a result of this error, Admins are no longer able to log into VIP Manager.
The possible reason that 2 services existing is either;
During the initial VIP EG v9.3.0 installation an LDAP Sync Service called “LdapSYNC” was created. When the customer upgraded to v9.3.3 a second LDAP Sync Service called “LDAPService” was created. In theory, when an upgrade is performed the new version keeps the same LDAP Sync ‘Service Name’ to prevent the creation of multiple conflicting VIP LDAP syncing services.
If the above proves not to be the case, the only other explanation is that the customer renamed the LDAP Sync Service Name to allow a second instance to be created not realising that this would cause errors. (This is unlikely, but possible.)
From the Customer’s VIP EG Server perform the following;
Start windows services by entering “services.msc” into the ‘Run’ or ‘Command’ Window then press <Enter>.
From within the “Services” window locate the service called “Symantec LDAP DirSync Service” (or similar). Only one VIP LDAP Sync Service should exist, if multiple “Symantec LDAP sync...” services are listed stop one of the two services then test (from the VIP EG Config Console>LDAP Synchronisation TAB) to confirm the Service is now working. If not working, stop the service then start the second service and test again.
Once you have identified which Service is faulty, select properties on the faulty service then select “Disabled” from the Startup Type drop down list under the Properties>General TAB.
Perform a final test by starting the LDAP Sync Service from within the Config Console>LDAP Synchronisation TAB then check the sync logs to confirm LDAP sync is working correctly.
Once confirmed delete the faulty LDAP sync service by performing the following; ---> From the Services list, right click and select “Properties” on the faulty LDAP Sync Service ---> From Properties>General TAB record the “Service name: <name>” from the top of the TAB page (e.g. Service name: ldapService) ---> Start a Shell/DOS command window then enter the following command “sc delete <Service Name>” then press Enter (e.g. C:\sc delete ldapService)
Confirm the faulty Service is removed by selecting “Refresh” from within the Services window and verifying the faulty Service has disappeared from the service list, leaving one Symantec LDAP Sync service in the list.
Imported Document ID: SO25441
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