Adobe IMS User Migration Troubleshooting Guide adobe-ims-user-migration-troubleshooting-guide
During the IMS user migration process, an Adobe user is created for each Marketo Engage user being migrated (unless it already exists with the same email address). Sometimes, it doesn’t get created, which can be attributed to the user’s record in the Active Directory or issues with the email address.
This article, for users who perform self migrations, lists each error message you may see in the status field of the self-migration console.
Error Messages error-messages
First, determine if the user needs to be migrated or not, as that will affect which resolution steps to follow.
Use the “On This Page” section on the right to jump straight to a specific error.
Gmail Invalid Character gmail-invalid-character
Root cause: Per the Adobe security policy, the characters . and + are not allowed in a Gmail email address. Both characters are allowed in non-Gmail email addresses.
Resolutions:
If the user needs to be migrated - The email address must be updated in Marketo Engage to comply with the Adobe security policy and reverified. Marketo admin to then rerun the user migration for this user from the Migration Console.
If the user does not need to be migrated - Marketo Engage admin to skip the user in the Migration Console. The “Migration Complete” button appears when all users are accounted for by migrating or skipping. Click the button to conclude the user migration process.
User Not in Directory user-not-in-directory
Root cause: The user does not exist in Active Directory (AD). For any orgs with SSO that have the AD sync enabled, user creation is allowed only through Identity Provider (IdP). As such, the user couldn’t be added through Admin Console during user migration.
Resolutions:
If the user needs to be migrated - The user must be added to the Active Directory with proper permissions by a system administrator. Marketo Engage admin to then rerun the user migration for this user from the Migration Console.
If the user does not need to be migrated - Marketo Engage admin to skip the user in the Migration Console. The “Migration Complete” button appears when all users are accounted for by migrating or skipping. Click the button to conclude the user migration process.
Inactive User inactive-user
Root cause: AD Sync is enabled, and the user’s federated account exists but in inactive/disabled status.
Resolutions:
If the user needs to be migrated - The user’s status and proper permissions must be restored by a system administrator. Marketo Engage admin to then rerun the user migration for this user from the Migration Console.
If the user does not need to be migrated - Marketo Engage admin to skip the user in the Migration Console. The “Migration Complete” button appears when all users are accounted for by migrating or skipping. Click the button to conclude the user migration process.
Invalid Domain invalid-domain
Root cause: Domain enforcement is enabled in the Admin Console. However, the domain of the email address for the user is not one of the allowed domains, or the domain has been claimed in another org/Admin Console.
Resolutions:
If the user needs to be migrated (and the domain enforcement is enabled in the migrating org) - The email address must be updated in Marketo Engage to comply with the Domain Enforcement (DE) policy. Alternatively, the System Admin can either move the domain to another Domain Enforcement (DE) disabled directory, or create a new directory that isn’t under DE policy. Marketo Engage admin to then rerun the user migration for this user from the Migration Console.
If the user needs to be migrated (and the domain enforcement is enabled in another org) - a system administrator of the org where the domain has been claimed needs to add the user’s email address to the exception list. Marketo Engage admin to then rerun the user migration for this user from the Migration Console.
If the user does not need to be migrated - Marketo Engage admin to skip the user in the Migration Console. The “Migration Complete” button appears when all users are accounted for by migrating or skipping. Click the button to conclude the user migration process.
Type2E Failure type2e-failure
Root cause: Creation of a federated user account (for Single Sign-On) failed during user migration because an Adobe ID already exists for the same email address as an individual user.
Resolutions:
- Remove the individual user from the Adobe org. Please note: the user will lose access to all products and will need to be re-entitled again later.
- Re-run the user migration so a federated user account gets created for this user.
- Add the user back to the products they previously had access to.
Pendo Migration Failed pendo-migration-failed
Root cause: The user’s federated account is either inactive/disabled or missing from Active Directory (AD).
Resolutions:
If the user needs to be migrated
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A system administrator must restore the user’s account status and permissions.
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For SSO orgs with AD sync:
- Create the user via Identity Provider (IdP).
- Sync user data with AD.
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For orgs without SSO/AD sync:
- Re-create the managed account to restore status.
- Org admin must reassign roles and permissions.
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Marketo Engage Admin reruns the migration in the Migration Console.
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If the console is inaccessible, contact Marketo Support to rerun the migration.
If the user does not need to be migrated
- The Marketo Engage Admin should skip the user in the Migration Console.
- After all users are migrated or skipped, click Migration Complete to finalize.
- If the error persists, submit a support case with relevant details to Marketo Support.
User Creation Failed user-creation-failed
Marketo Entitlement Failed marketo-entitlement-failed
User Data Migration Failed user-data-migration-failed
Product Data Sync Failed product-data-sync-failed
Adobe Entitlement Failed adobe-entitlement-failed
User Sign Out Failed user-sign-out-failed
Adobe ID Creation Failed adobe-id-creation-failed
Failed failed
Root cause: These errors can be caused by various reasons in the backend.
Resolutions:
Submit a support case with relevant details for Marketo Support.