User Management

This section includes troubleshooting topics about user management issues.

Auto Account Creation or Auto Account Update Has Failed

You receive one of the following error messages:
  • Problem    Auto Account Creation failed. Contact your administrator for further support.
  • Problem    Auto Account Update failed. Contact your administrator for further support.
Possible Cause    Your IdP updatetimestamp attribute might not be configured. It is possible that there are other IdP configuration issues as well.
Solution    Check whether the required attribute mappings are configured in IdP correctly, such as firstname, lastname, email, SAML_SUBJECT, or Name_ID. Pay special attention to the Name_ID and SAML_SUBJECT settings. Some IdP configurations use Name_ID and others use SAML_SUBJECT. We recommend that you configure all accounts so Name_ID has the same value as SAML_SUBJECT. Solution    TC1 (Tracking Code 1), ……, TC10 (Tracking Code 10) are special attributes. If the tracking code is configured as required in the Administration at Users > Tracking Codes, they are required attribute mappings.
If the input mode of a tracking code is dropdown menu, then the following applies:
  • Solution    If the tracking code is configured as Required, the attribute value must be one of the active values in the dropdown menu.
  • Solution    If current tracking code is configured as not Required, the attribute value can be empty or one of the active values in dropdown menu.
Solution    For example, if IdP is ADFS 2 and you have not configured Tracking Codes ( SAML_SUBJECT is not required in ADFS 2), the following mapping is required:
LDAP Attribute Outgoing Claim Type
E-Mail-Addresses Name_ID
E-Mail-Addresses email
Given-Name firstname
Surname lastname

Note
  • Solution    We recommend that you map the Name_ID to the email address.
  • Solution    The attribute name is case sensitive. Make sure the user's attribute value is not empty.
  • Solution    We recommend that you do not configure your tracking codes as Required.
  • Solution    We recommend that you do not configure the input mode of your tracking codes as dropdown menu.
Solution    Then make sure the user's attribute value is not empty.

SSO URL API Reference

When creating users, you must synchronize users' information on the Cisco WebEx database with the SSO site. The following table provides the arguments that must be synchronized:

Argument Value Description

firstname

String

User's first name is required with a maximum length of 32 characters.

lastname

String

User's last name is required with a maximum length of 32 characters.

email

String

User's email address is required with a maximum length of 64 characters.

TC1

String

User's tracking code 1. Optional/required (configured in the Administration site. Refer to the Administration Guide for more information on user management. The maximum length is 132 characters.

  • If the tracking code is configured as required, then you must provide the value.
  • If the input mode for current tracking code is Dropdown menu, then if you provide the value that you configure in the dropdown menu.
    Note   

    The value must be active in the dropdown menu.

The account information described above is configured with the following features:

  • User configuration:
    • Administration site: Select Users > Edit User to display the user account fields.
    • End-user site: Select My Account to display the user account fields.
  • Tracking code configuration:
    • Administration site: Select Users > Tracking Codes and set your Input mode to Dropdown menu and configure your Usage setting. Then select Edit list to configure your dropdown menu settings.

No User Account Found in the System

Problem    You receive the error message, "No user account found in the system. Contact your administrator for further support."
Possible Cause    The user does not exist on the system and auto account creation is not turned on.
Solution    Make sure you have added the user on the system and make sure auto account creation is turned on.