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Active Directory Users not showing up in Collections

Minetta Gould
  • Updated

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Follow these troubleshooting steps when Users don't populate in the Collections page after using the Active Directory (AD) Sync Tool. 

An error can occur where the AD Users sync—they show up under the Users tab in the DNSFilter dashboard—but they are not found while creating managed Collections in the dashboard. 

Force a full sync typically fixes this issue. 

Force a full AD sync

  1. Stop the DNSFilter AD Sync Tool service
  2. Delete the ADSyncCookies.dat file from %ProgramFiles(x86)%\DNSFilter AD Sync Tool\
  3. Restart the Sync Tool service

If the problem persists, enable logging, repeat the steps above, and provide our Support team the logs to investigate. 

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