JIRA User Directory - Unable to synchronise directory

[Jonathan Smith]

A specific disabled user account is causing the Active Directory sync to fail.

• Account: W3Guest3
• Error: 2019-06-12 21:39:16,419 Caesium-1-4 ERROR ServiceRunner [c.atlassian.scheduler.JobRunnerResponse] Unable to synchronise directory
  java.lang.IllegalStateException: User 'W3Guest3' has no unique key mapping.

During troubleshooting, we enabled the user account; We were then able perform a full user directory sync.

• When disabling W3Guest3 again, we get the same error message.
• This account shows as disabled in the JIRA database like all the other accounts:

Confluence has no issue with this user account. It actually doesn't appear in the AD/Internal directories with the Confluence database.

Suggestions?

Thanks,

Jonathan

[Jonathan Smith]

Currently following directions located here: https://confluence.atlassian.com/jirakb/user-exists-but-has-no-unique-key-mapping-user-xxx-has-no-unique-key-mapping-the-jira-server-was-contacted-but-has-returned-an-error-response-373261121.html?utm_medium=logScan&utm_source=STP

Found 4 user accounts with #1 after the names. Had database team run an update so username and lower user name match.

After server restart, I was able to run a full sync. 

Will close this issue once PROD is updated.