Dell Encryption Error 0x3eb occurs during user activation

Affected Products:

• Dell Encryption
• Dell Data Protection | Encryption
• Dell Security Management Server
• Dell Data Protection | Enterprise Edition

Error in Shield log:

ERROR Resolver [RMI TCP Connection(1864)-172.16.38.172] - Unable to find user:user@example.com while searching the domain:LDAP://example.com:389/DC=example,DC=com
ResolverException
Error code 0x3eb may also be seen in the Shield log.

Or activation fails with the following errors:

• In the Shield log file:

org.apache.xmlrpc.XmlRpcException: Failure during activation: Error resolving user <UPN>
[12.21.11 14:50:31:133 Activator: 423] [SUPPORT] *** Unable to activate new user <UPN>'. Activation failed with error code 0x3eb.

• In the Compatibility Output log:

2011-12-21 15:27:18,975 ERROR Resolver [RMI TCP Connection(1864)-172.16.38.172] - Unable to find user:<UPN> while searching the domain:LDAP://<fully-qualified-domain-name>:389/DC=<domain>,DC=<domain-suffix>
ResolverException
Nested Exception --> null

This error indicates that the activation credentials sent up from the Windows Shield during an activation attempt failed due to not being able to find the specified UPN (user principal name) in Active Directory (AD). There are different factors:

• The user does not exist in AD. Verify that the user can be found in AD and that the UPN is correct.
• The UPN suffix is not defined as an alias in the Domain details in the WebUI/Console application. Verify that the domain alias exists.
• The connection to the domain failed. In the Webui/Console app, verify that the status of the domain is good. If the domain is configured (for example, credant.com), then try specifying a specific domain controller (for example, domaincontroller.credant.com).
• Temporarily disable to the firewall on the Dell Security Management Server (formerly Dell Data Protection | Enterprise Edition Server), on the domain controller that Dell Encryption is pointing, and on the shielded endpoint.

To contact support, reference Dell Data Security International Support Phone Numbers.
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