HELP FILE

Troubleshoot the Active Directory Connector

Need some help?  Review frequently asked troubleshooting questions for the Active Directory Connector (ADC).

You can also find additional details about ADC events by visiting either of the following:

  • ADC Logs at Windows Event Viewer > Applications and Services Logs > ADCLog
  • ADC log files at C:\ProgramData\LogMeIn\ADConn\logs\

Troubleshooting FAQs

I can't start the Active Directory Connector service

I'm getting an "Insufficient permissions" error message

The service was running but stopped

I keep getting prompted to sign in with my LogMeIn account

All of my synced users lost their product assignments

I can't start the Active Directory Connector service

If the ADC service won't start, you can try out the solutions below to get the service started again.

  • Check that the Windows admin account being used for the ADC software has the "Log on as a service" permission enabled. You can enable it by doing the following:
    1. In Windows, search for and select Local Security Policy.
    2. Go to Local PoliciesUser Rights Assignment.
    3. Right-click Log on as a service >PropertiesAdd User or Group.
    4. Add the ADC Service User (e.g., DOMAIN\username).
    5. Go to Check NamesOKOKApply to save your changes.
    6. Start the ADC again.

  • Check that the Windows admin account being used has read/write access to the registry location for the ADC. You can enable it by doing the following:
    1. Stop the ADC service (if it's running).
    2. In Windows, search for and select regedit.exe.
    3. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\LogMeInInc\ADCv2.
    4. Right-click on the ADCv2 folder and select Permissions....
    5. For the user or its group, check the box to select "Full Control" then click ApplyOK.
    6. Close the Registry Editor and return to the ADC software, then sign in again with the Windows admin account.
    7. Click Save, then click Start.

I'm getting an "Insufficient permissions" error message

When you configure your Active Directory v2 settings, you will encounter an "Insufficient Permissions" error message if the LogMeIn admin account you are using does not have an Organization Admin role. Learn how to fix it.

The service was running but stopped

This can happen if you're running an older version of the ADC v2 software. To resolve this issue, upgrade to the latest version then start the ADC service again.

I keep getting prompted to sign in with my LogMeIn account

This can happen if you're running an older version of the ADC v2 software. To resolve this issue, upgrade to the latest version then start the ADC service again.

All of my synced users lost their product assignments

This can occur if you are running an older version of the ADC v2 software and the service encounters a problem communicating with your Active Directory environment – causing your directory groups to be deleted and recreated in User Sync – while your previously mapped rules remain assigned to your deleted directory groups.

To resolve this issue, you can upgrade to the latest version and start the ADC service again, then map your User Sync rules to the new directory groups.