Account Lockouts not Displaying Properly

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We're using Hyena 6.2 at our help desk to manage AD. For the most part, it works fine. However, account lockouts are consistently not displayed properly.
Basically, a user will call in needing an account to be unlocked. The help desk agent will look at their user account in Hyena, and will not see it as a lockout immediately. After a couple of refreshes, or closing and opening of the view, the agent will usually see the lockout. Other times, they will need to pass it on to 2nd level support for direct access to AD Users and Computers to clear the lockout.
Why does this happen? Is there any way to resolve it?
Thanks...

-Tim

[Guest Close cmccullough]

Re: Account Lockouts not Displaying Properly

Sounds like you may have a synchronization issue of some sort. If the controller that is giving Hyena it's data has not picked up the locked out account information from the other controllers yet, there is no way for Hyena to know it.

They will have to refresh the view to re-retrieve the data, though, because Hyena won't retrieve the user information again until you force it to.

The only thing you can try differently as far as Hyena would be to set a Source Controller to a different controller and see if that controller is updated more frequently.

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Re: Account Lockouts not Displaying Properly

<div class="ubbcode-block"><div class="ubbcode-header">Quote:</div><div class="ubbcode-body">Originally posted by cmccullough:
<span style="font-weight: bold">Sounds like you may have a synchronization issue of some sort. If the controller that is giving Hyena it's data has not picked up the locked out account information from the other controllers yet, there is no way for Hyena to know it.

They will have to refresh the view to re-retrieve the data, though, because Hyena won't retrieve the user information again until you force it to.

The only thing you can try differently as far as Hyena would be to set a Source Controller to a different controller and see if that controller is updated more frequently.</span></div></div>

I will look into possibly doing that. What is the logic used to determine the Source Controller when the setting is the default, <automatically determined>? We have three Domain Controllers in our enterprise.
Thanks.

-Tim

[Guest Close cmccullough]

Re: Account Lockouts not Displaying Properly

Windows determines this I believe. Hyena asks for a writeable controller, and then uses whatever Windows returns.