eDirectory Troubleshooting Notes

“The key to eDirectory troubleshooting is to do nothing and be patient. If given time, eDirectory will often correct itself”

Troubleshooting steps:

1. Identify the scope of the problem
2. Determine the cause of the problem
3. List possible solutions to the problem
4. Assess possible solutions
5. Implement a solution
6. Verify that the problem is resolved
7. Document the resolution to the problem
8. Avoid repeating the problem

Identify the Scope of the Problem

Most of the time, you will find that problems occur in the following top 3 (in order) categories:

1. Communications
2. Time
3. Synchronization

Check each of the above in order and record the following information:

1. The symptom (what happened that tells you there might be a problem)
2. The eDirectory error number and error messages
3. The partition, replica, server, or object with the error
4. The server holding the partition, replica, server, or object with the error
5. eDirectory versions
6. Operating system versions and patches

Determine the Cause of the Problem

Common causes of problems on the network include:

1. Time synchronization issues
2. Synchronization issues
3. eDirectory version problems
4. Communication issues
5. Improperly moved or removed servers
6. Inconsistent objects or database
7. Agent process errors
8. Performance issues
9. Overzealous network administrators

List Possible Solutions to the Problem

Before taking any action to resolve an eDirectory error, you should:

1. Gather and list possible solutions
2. Check error code documentation
3. Check Technical Information Documents (TIDs)
4. List the repercussions of each action
5. Check the latest patches to see what problems they resolve. Often the problem you have has already been resolved with a new patch.

Assess Possible Solutions

Assess solutions based on the following:

1. The likelihood that it will solve your problem
2. How easy or hard the solution might be to implement
3. The likely consequences of the solution (understand repercussions)
4. What effect the implementation process might have on users
5. Whether the solution might have a destructive impact on the eDirectory tree
6. How long eDirectory resources might be unavailable

Implement a Solution

“Allow enough time for your actions to take effect in your eDirectory tree”

Verify that the Problem is Resolved

To verify that an eDirectory problem has been resolved, you should:

1. Use the eDirectory diagnostic tools to check the status of eDirectory
2. Attempt to repeat the actions that revealed the eDirectory problem
3. Run regular health checks (monitor the issue)

Document the Resolution to the Problem

Document the problem and solution in your server maintenance logs. This allows you to:

1. Prevent the same problem in the future
2. Find a resolution to the same problem quickly in the future
3. Provide insight into other problems your network might have

Avoid Repeating the Problem

You may find that the cause was an inadvertent or inappropriate action somebody took or because no proper procedure has been defined. In these cases you should:

1. Document the problem and the solution.
2. Establish procedures and policies to ensure that people who administer or use the eDirectory tree do so in a consistent and established manner.
3. Take precautions, such as restricting access to servers.