No user management possible anymore

[Administrator SwitchCloud]

Hi guys, 

we have a confluence 6.0.6 server. Recently we can't manage users or groups anymore.

I have to tell you we use one login to authenticate. 

Has anyone any idea where to start

[Shannon S]

Hi there,

Can you please elaborate on what you mean when you say you cannot manage users and groups anymore? What exactly is occurring? Was OneLogin connected before when it was working?

Regards,

Shannon

[Administrator SwitchCloud]

Hi, and thanx for asking.

Every thing we do to manage users, we get the following message. We see some messages in the logs, but nothing related as far as we can see. Can you let us know the next steps?

The following error(s) occurred:

• Failed to modify group memberships. Check your server logs for more information.

[Nic Brough -Adaptavist-]

The server logs will contain warnings/errors that tell you why they can't modify the group membership.  It's likely to be that the user you are connecting to the directory with has been altered so it only has read access to the directory, but you might also find incorrect credentials, or it can't reach the directory.

[Shannon S]

Thank you for sharing that with us. When that message shows up then it does mean that it's written something to the server logs.

You can try tailing the logs and then trigger the error again and see what shows up at the exact time you trigger it.

If you're still not able to find anything related, let me know, and I can create a support ticket for you so we can have a look at your Support Zip.

Regards,

Shannon

[Administrator SwitchCloud]

Hi Logs show the following

2018-06-13 13:52:31,937 INFO [http-nio-443-exec-23] [crowd.directory.ldap.SpringLdapTemplateWrapper] call Timed call for search using searchexecutor com.atlassian.crowd.directory.ldap.SpringLdapTemplateWrapper$10@53c1c4d took 10016ms
2018-06-13 13:52:31,939 WARN [http-nio-443-exec-23] [confluence.user.actions.EditUserGroupsAction] execute Failed to modify group memberships
-- referer: https://atlas.switchcloud.be/admin/users/editusergroups-start.action?username=philippevanbeeumen@switch.be | url: /admin/users/editusergroups.action | traceId: 270e7cfe9c846bed | userName: peterloobuyck@switch.be | action: editusergroups

[Nic Brough -Adaptavist-]

The implication there (with the took 10016ms) is that the LDAP directory is not responding.  Either it's offline or blocked by the network.