# 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](https://docs.zivver.com/en/faqs/accounts-disabled.html#active-directory) and an [Import file](https://docs.zivver.com/en/faqs/accounts-disabled.html#csv-import) section.

## Prerequisites

- You are using the Synctool to automatically manage accounts in Zivver.

Tip

**Are you not using the Synctool?**

Check the [Audit log](https://app.zivver.com/organization/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](https://docs.zivver.com/en/admin/synctool-v2/sources-ldap.html).

### 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](https://docs.microsoft.com/en-us/troubleshoot/windows-server/identity/useraccountcontrol-manipulate-account-properties) 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](https://docs.zivver.com/en/admin/synctool-v2/sources-excel.html).

### 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