Bitbucket Server & AD: User <username> does not exist Edited

Note: This issue has been solved with the help of the Atlassian Customer Service. Our users were in another, old Base DN.

 

Our BitBucket Server v5.4.0 is hooked up to our Active Directory. It uses a specialised user account to retrieve information from the AD. It is able to authenticate with this account.

However, in the second level of the Remote Directory test I receive the message:

"retrieve user" testen : Fehlgeschlagen
User <ftietjen> does not exist

"Fehlgeschlagen" means "failed".

Authentication used to work. We have recently changed our Active Directory structure. In this process, we have also moved the folder with our Bitbucket User Group in it to a different subfolder (CCA\Gruppen\Bitbucket > CCDE\Groups\Bitbucket). We have also changed these settings in our Bitbucket Server. We also updated to the newest version of Bitbucket Server.

Here are the settings we changed (I've left out those that were not changed, because those worked before):

Old config

Allowed operations: [UPDATE_GROUP_ATTRIBUTE, UPDATE_USER_ATTRIBUTE]
Attributes:
    com.atlassian.crowd.directory.sync.lastdurationms: 62
    com.atlassian.crowd.directory.sync.laststartsynctime: 1507267720419
    ldap.basedn: OU=CCA,DC=domain,DC=companyname,DC=com
    ldap.group.dn: OU=BitBucket,OU=Gruppen
    ldap.user.filter: (&(objectCategory=Person)(sAMAccountName=*)(memberOf=CN=BitBucket_User,OU=BitBucket,OU=Gruppen,OU=CCA,DC=domain,DC=companyname,DC=com))
    ldap.userdn: CN=bitbucket_ad_username,OU=Users,DC=domain,DC=companyname,DC=com

New config

Allowed operations: [UPDATE_USER_ATTRIBUTE, UPDATE_GROUP_ATTRIBUTE]
Attributes:
    crowd.sync.group.membership.after.successful.user.auth.enabled: true
    ldap.basedn: OU=CCDE,DC=domain,DC=companyname,DC=com
    ldap.group.dn: OU=BitBucket,OU=Groups
    ldap.user.filter: (&(objectCategory=Person)(sAMAccountName=*)(memberOf=CN=BitBucket_User,OU=BitBucket,OU=Groups,OU=CCDE,DC=domain,DC=companyname,DC=com))
    ldap.userdn: bitbucket_ad_username@domain.companyname.com

I've anonymised some of the information.
I've changed the LDAP User to the new format because I think it makes more sense. The user itself can authenticate, but it doesn't find any data about other Bitbucket users.

The users I'm trying to authenticate are all in the group "CCDE\Groups\Bitbucket\Bitbucket_User". None of them can authenticate in Bitbucket, but they can authenticate flawlessly in any other system, even the one I wrote myself.

Could anyone help me troubleshoot this problem? Thanks!

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