IMS user creation fails with untrusted or unclaimed domain error in Adobe Experience Manager
This article explains how to resolve issues where user creation in Adobe Experience Manager fails with IMS errors indicating that the user’s email domain isn’t trusted or claimed by your organization.
Description description
When attempting to create a user with an email address from an external or unclaimed domain in Adobe Experience Manager (AEM), the operation fails with IMS error messages such as error.domain.trust.nonexistent and error.user.not_found. This issue occurs whether you’re using the Adobe Admin Console, a custom user management tool, or an automated sync process. The errors indicate that the user’s email domain isn’t recognized as trusted or claimed by your organization in Adobe IMS.
Environment
Adobe Experience Manager as a Cloud Service (all versions)
Symptoms
- User creation fails for email addresses from certain domains.
- IMS error messages include:
- Illegal to invite user from another organization’s owned auth src (error.domain.trust.nonexistent)
- No valid users were found in the request (error.user.not_found)
Cause
The user’s email domain isn’t claimed or trusted by your organization in Adobe IMS. As a result, IMS can’t create or invite the user.
Resolution resolution
Follow the steps below to resolve the issue.
- Log in to the Adobe Admin Console.
- Navigate to Settings
>Identity, and review the list of claimed domains. - Ensure that the email domain of the user you’re trying to add is listed as a claimed domain for your organization.
- If the domain isn’t claimed, follow the Admin Console instructions to claim the domain or request the domain owner to establish a trust relationship with your organization.
- If you’re using a custom user management tool or automated sync, ensure it’s configured to use only claimed and trusted domains.
- After updating domain claims or trust assignments, retry the user creation process.
- Verify that the user appears in the Admin Console and can access AEM as expected.