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‘Failed’ Error when Trying to Link Webex Users to Webex in Control Hub with Directory Connector Enabled

ByCorporate Guider Home, Webex

In Control Hub, there is the ‘Failed’ error when attempting to link Webex users to Webex through Directory Connector if it is enabled

There is an option for administrators to link their Cisco Webex sites to Control Hub by following the instructions here: Link Cisco Webex Sites to Control Hub.

An admin may receive a ‘Failed’ error message if they attempt to link their Webex Meetings users to Webex with Directory Connector enabled, as shown below, when trying to link their users to Webex Meetings.

Several users have been having problems linking their accounts, and we have been able to resolve this by disabling Directory Synchronization from Directory Connector.

To solve the problem and link the users:

  1. Using the Cisco Directory Connector, you can disable the directory synchronization feature.

  2. In Cisco Webex Control Hub, you can follow the procedure on how to convert unlicensed users to your organization by following the Convert Unlicensed Users in Cisco Webex Control Hub procedure.

Once the user has been added to your organization, the account will appear in the Cisco Webex Control Hub as soon as the user clicks the button. Cisco Directory Connector can be used to easily integrate Cisco Webex Control Hub with Active Directory so that Active Directory becomes the single source of truth for user accounts and it is our goal to have an exact match between Active Directory and Cisco Webex Control Hub. In order to re-enable the synchronization of any recently converted user in Active Directory, ensure that there are matching users in Active Directory. In order to make sure that there are no users who are still unmatched, it is possible to do a dry run sync.

  1. It is recommended that you perform a dry run synchronization of the Cisco Directory Connector. Check the Add Objects tab after the dry run has completed. Check to see if any of the converted users have not been deleted by the conversion process.

Caution   

Before re-enabling synchronization, you should run a dry run to ensure that any converted user accounts are showing up in Active Directory when you re-enable synchronization. The Cisco Directory Connector is case-sensitive, which means that it will delete converted users whose email addresses contain mismatching email addresses if they are in Cisco Webex Control Hub only and synchronization is disabled. This means that converted users with mismatched email addresses will be deleted.

All of the Webex spaces of any converted users will be lost if any of them are deleted.

  1. It is important to note that you should re-enable directory synchronization from the Cisco Directory Connector only when you are sure that the next synchronization will not remove any accounts.

There is a detailed explanation of how to do this on the Cisco website: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/spark/hybridservices/directoryconnector/cmgt_b_directory-connector-guide-admins/cmgt_b_directory-connector-guide-admins_chapter_0111.html

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