Issue
Single or specific users are not able to log into K2. It may seem like the User account is stuck in the ETL Service and is therefore not processed successfully to the K2 Identity cache.
Error Code
The below Exception is thrown:
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Exception of type 'System.Web.HttpUnhandledException' was thrown. THe [UserFQN] could not be found.
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Resolution
You can force ETL Service to update this record in the K2 Identity cache by running the below SQL script:
UPDATE [SyncEngine].[Identity] SET [Description] = 'Force ETL' WHERE [IdentifierNamePart] = '[UserFQN]'
You will see that the user account is now updated in the K2 Identity cache and this user is now marked as Enabled again, the user is now able to log into K2.
Note: Please involve a Senior Engineer/Developer for these steps as further issues can occur if it is not followed correctly.
Additional Information
Looking in the K2 database you can see that the Identity record for this user is marked as Disabled in the [Identity].[Identity] table. The IdP scheduled Sync runs successfully but it seems like this user entry is not updated correctly in the K2 Identity cache. You can see that this user entry is cached in the [SyncEngine].[Identity] table.
Related Links
