0 votes

Here is an example:

In Azure the manager shows populated: image.png

In Adaxes it shows a blank: image.png

by (40 points)
0

Hello,

For troubleshooting purposes, please, specify the following:

  • Does the issue occur for all guest users or only for specific ones?
  • Does it happen for regular Azure AD users?
  • Can you see the account of the manager in Adaxes?
  • Does the issue persist if you connect to Adaxes service with the credentials of the Adaxes service account (specified during the software installation)? For details on how to do that, see section Connect to your Adaxes service using credentials of a service administrator of the following help article: https://www.adaxes.com/help/PostInstallationSteps.

Also, please, check the Adaxes event log for related errors/warnings. For information on how to view the log, see https://www.adaxes.com/help/ServiceEventLog. You can send the log to support@adaxes.com or post screenshots of the errors/warnings you see here.

0

Does the issue occur for all guest users or only for specific ones?

Some guests show the manager correctly and others don't.

Does it happen for regular Azure AD users?

  It is impacting guest and regular users

Can you see the account of the manager in Adaxes?

 Yes

Does the issue persist if you connect to Adaxes service with the credentials of the Adaxes service account (specified during the software installation)?

Yes - there were errors in the logs, but we assigned the access again and it appears the access is correct

The Check Associated Microsoft 365 Tenant task is finished.
0

Hello,

Thank you for the provided details. For further troubleshooting, please, send us (support@adaxes) screenshots of the errors you faced in the logs. Also, please, export a user that has a manager that is not displayed in the user properties and the manager themselves into LDIF files and send the files to us. To perform the export:

  1. Launch Adaxes Administration console.
  2. In the Console Tree, expand your service node.
  3. Navigate to and right-click the user.
  4. In the context menu, navigate to All Tasks and then click Export. image.png
  5. In the dialog box that opens, select LDIF and click Next.
  6. On the Properties to Export step, clear the Do not export System-Only properties checkbox.
  7. Select the Export Adaxes virtual properties checkbox. image.png
  8. Click Export.

Lastly, please, enable tracing of requests sent to Azure AD, open properties of a user that has a manager that is not displayed in the user properties and send us the trace file. To enable the tracing:

  1. Navigate to the folder where Adaxes service is installed. By default, the folder is C:\Program Files\Softerra\Adaxes 3\Service.
  2. Open the Softerra.Adaxes.Service.exe.config file with a text editor.
  3. Locate the configuration\softerra.adaxes\azureAD\trace XML element.
  4. Set the enabled parameter to true and specify the path to the file that will store log records in the outputFilePath parameter. For example:
<configuration>
     ...
     <softerra.adaxes>
         ...
         <azureAD>
         <trace enabled="true" outputFilePath="C:\logs\Azure.trace.txt" />
       </azureAD> 
  1. Save the file.
  2. Restart the Adaxes service.

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