Why is a normal account not created or disabled by the Synctool?
Why is a normal account not created or disabled by the Synctool?
Introduction
This FAQ explains the following questions:
- Why is normal account “X” not created?
- Why is normal account “X” disabled in Zivver?
Where “X” can be one or more Zivver user accounts.
You can create user accounts in Zivver through Active Directory or via an import file. Therefore, this FAQ contains both an Active Directory and an Import file section.
Prerequisites
- You are using the Synctool to automatically manage accounts in Zivver.
Tip
Are you not using the Synctool?
Check the Audit log for the Account suspension updated event. This event shows who disabled the account.
Active Directory
You are synchronizing users to Zivver from Active Directory.
Causes
An account is not created or is disabled in Zivver by the Synctool for one of the following reasons:
The user is disabled in Active Directory
Check the UserAccountControl value for the user in Active Directory. A typical user has the default value 0x200. Visit the Microsoft documentation for more information on UserAccountControl.
The user does not meet the requirements to receive a Zivver account from the Synctool
- The Active Directory user does not reside within the Base DN configured in the Synctool connection settings.
The Base DN is an Active Directory Organizational Unit used as the starting point for provisioning. The Synctool cannot find the user if they do not reside within this Organizational Unit or one of its child Organizational Units.
- The Active Directory user cannot be found because of configured filters, such as filters on Active Directory Security Groups, Organizational Units, or LDAP filters.
If you filter on, for example, a Security Group, make sure the user is a member of that group.
- The Active Directory user is missing one of the required attributes Full Name, Email, or ZivverAccountKey1.
These attributes are mapped in the Synctool. They are mandatory and must be present for each user.
1 The ZivverAccountKey can be filled with an attribute such as Active Directory’s objectGUID. You can see the AD attribute used as ZivverAccountKey in your Synctool configuration.
CSV import
You are synchronizing users to Zivver from a .csv or .xlsx file.
Causes
An account is not created or is disabled in Zivver by the Synctool for one of the following reasons:
The user is not present in the .csv or .xlsx file
A user must be present in the file that is used for synchronization.
The column IsActive is set to False, 0, or No
Only accounts with the IsActive column set to True, 1, or Yes are created in Zivver.
Warning
TRUE changed after converting to .csv file
The string TRUE can be interpreted by Excel as a Boolean and converted to a translated version in your local language when exporting to .csv. Make sure the string TRUE is preserved during conversion.
The user is missing a Full Name, Email, or ZivverAccountKey value
These fields are mandatory and must be present in the .csv or .xlsx file.
Updated on 2026-06-18