Universal Directory management FAQs

1. Error during group creation: You cannot create a group since your account is not verified. Please complete the email verification process and try again.

• After registering and clicking Get Started in Identity360, a new organization is created with the current user as Org Admin. If the current user's email address is not verified through email verification or OTP verification in Zoho accounts (accounts.zoho.com), the user will not be able to create a group.

2. Error during user creation: The creation of user <display_name> has been completed successfully. However, this user will be categorized as an unlicensed user due to insufficient licenses. Please upgrade your plan to get more licenses.

• This means that the user creation in Universal Directory was successful, but you cannot perform any management actions on the newly created user because you have run out of licenses. Please consider purchasing more licenses.

3. Error during user creation: User creation failed.

• This indicates that an internal server error occurred on the Zoho Accounts (accounts.zoho.com) side. Please try again later. If the issue persists, contact support.

4. Error while performing a management action: Something went wrong. Please contact our support team to resolve the issue.

• This indicates that an internal server error occurred while processing the request, preventing the management action from being completed. Please try again later. If the issue persists, contact support.

5. Error while performing a management action: Action is yet to be executed

• This indicates that an internal server error occurred before processing the management action. Please try again later. If the issue persists, contact support.

6. Error while performing an update operation: Modifying Super Admin details is prohibited by technicians.

• This indicates that you are currently logged in as an admin and attempting to modify the user details of the Super Admin, which is not allowed. Please contact your Super Admin for assistance.

7. Error while performing an enable/disable operation: Super Admin is not allowed to perform this action on their user account.

• This indicates that when you are logged in as the Super Admin, you are not allowed to perform enable, disable, or delete operations on your own account.

8. Error while performing an enable/disable/delete operation: Admin is not allowed to perform this action on their user account.

• This indicates that when you are logged in as an Admin, you are not allowed to perform enable, disable, or delete operations on your own account. Please contact your Super Admin to perform these operations on your behalf.

9. Error when trying to update email address through update user: Super Admin's email cannot be updated.

• When logged in as the Super Admin and attempting to update your own email address, it is currently restricted to be done through Identity360. Please go to the Zoho Accounts page (https://accounts.zoho.com) and click the Add Email Address button in the My Email Addresses section.

10. I have verified my account on the accounts page. But my account status is still displayed as unverified on the All Users page. Why?

• If you are an Admin or Org Admin, please wait for the sync process to trigger at regular intervals in Identity360 automatically. Alternatively, you can manually trigger Universal Directory Sync from the Manage Directory tab. Once the sync is completed, check the All Users tab for the updated User Invitation Status.

11. What happens to the other associated accounts when I perform management actions like enabling, disabling, or deleting by selecting users from the All Users tab?

• When performing management action like enabling, disabling, or deleting from the All Users tab, the selected action will be initially performed on the user's primary source. Subsequently, the same action will be reflected in the Universal Directory if the user's primary source is not already the Universal Directory.

12. What happens when I perform actions like enabling, disabling, or deleting a user by selecting a directory other than the Universal Directory on the All User Details page?

• When executing an action within a directory other than Universal Directory, the action will first be executed within that directory. If the directory where the action is performed happens to be the user's primary source, the same action will be automatically triggered in the Universal Directory, thereby reflecting the change in both directories.

13. If the user creation operation is moved to the Jobs tab or if I navigate to another page, where should I look for the password for the newly created user?

• In this scenario, to access the password for the newly created user, can click Jobs located in the top-right corner of the product. Then, select View Job Details for the respective job to view the user details, including the password.