Crucible: "user with that name already exists"...except that it doesn't

[GLENN MAYER]

We are running Crucible/Fisheye 4.1.1, and our authentication is delegated to LDAP, using several different user directories. This is working pretty well, but we have some users who try to sign in (at which point Crucible should copy the user from LDAP), and are getting the "Password incorrect or unknown user" message. If they try and create a new account for themselves, the get the message "An user with that name already exists".  However, that user does NOT seem to exist; it does not appear in the User UI and I can't find it via direct queries against the database. Where else could this user exist?

[GLENN MAYER]

OK I figured this out on my own by poking around the database. I'm sort of guessing here because I couldn't find any relevant documentation and the Atlassian folks haven't provided much help.

Crucible users are stored in the CWD_USER table; users in here seem to conform to the ones you see on the Users page in the Crucible admin UI.  There is also a CRU_USERS table, which seems to contain rows for everyone who has committed code to repositories that are synced to Fisheye.

I had several users who were in LDAP, but were getting a "Password incorrect or unknown user" message when trying to log in. What should have happened is that Crucible should have found them in one of the external LDAP directories and created a user account. What I found was that these users were also in the CRU_USER table, and their CRU_FAILEDLOGINCOUNT in that table was 4.  When I set that to zero (directly via SQL; there doesn't seem to be an option to do this via the UI), they were able to log in.

So that's a weird "feature", but I was able to solve this particular access issue by hacking that failed login count.

[GLENN MAYER]

I have checked the atlassian-fisheye-<date>.log files in /var/log, but there was nothing there related to this. Are there other log files I can check?

What administration pages are users listed on besides the user list page?

Can you tell me the names of the two tables that have user data, and what distinguishes them? I have been looking at the CWD_USER table.

[Grzegorz Lewandowski]

Please check your SERVER logs, there should be the real reason why a user is not allowed to login or if it really exists or not. User might not have permissions to access application. Please take a look at Global Permission page.

 All users which are in the system (regardless if they have access or not) should be listed in administration pages, but on the on the user list page you'll be able to see only those who have proper permissions. 

Users in Fisheye&Crucible since version 4.0 are stored in two different tables, you might have query the wrong one.

If those tips won't help you, please, feel free to raise support request on support.atlassian.com 

[GLENN MAYER]

I converted my comment to an answer because no one had replied yet